Small business shipping service
Outcome Usability testing confirmed users could easily set delivery, marketing and privacy preferences; the redesign went on to launch on canadapost.ca.
My role:
Strategy Manager and Stakeholder.
I was also involved in developing specifications for an RFP and demo, evaluating and selecting a vendor.
Context:
Long term vision for Canada Post on-line account: Consumer & Business
- Post sign-in website frame and information architecture
- Navigation - Dashboard home page(consider progressive registration, common profile and admin role).
- Account settings
- Application Preferences
- CASL including granular preferences
- Privacy
- Consider signed in: pixel and cookies
Method:
We started the process by completing the Solution Design Canvas. The parties involved were UX, Strategy and Product. The key success metrics that were identified are the following:
- Customer acquisition and retention
- Visit to dashboard
- Time spent by users
- # of orders placed - Revenue generated
- Reduction in cost to support - System availability
Design Process:
- Benchmarking studies were performed on the existing on-line account
- Lines of business(parcels, direct marketing, retail etc.) were interviewed to find out how their expectations were going to be met with the redesign
- Prototype was created using the research above
- Participants were given scenarios to imagine and complete tasks that included tasks like:
1) Using the prototype to set delivery time
2) Using the prototype to set promotional communications and third party preferences
3) Using the prototype to set cookies & data preferences
Solution:
- The findings from the usability testing were used to iterate the prototype. - The final prototype was reviewed by different stakeholders
- After making the final content and design changes the prototype was then used by the Product Owner to break into epics and stories
- The stories were then consumed by the scrum team to rebuild the on-line account
Before:
Before: Parcel Shipping for the SMB Segment
After:
After: Parcel Shipping for the SMB Segment
Result:
WHAT WE LEARNED:
1) Participants were able to easily navigate the prototype. Users successfully set delivery, marketing and privacy preferences.
2) We found that the majority of content and headings made sense to the participants. The options presented in each screen were perceived to fit in their places. That said, we received some feedback regarding the overwhelming nature of the amount of granular preferences presented.
3) Users opted out of communication and data options that they did not fully understand.
Future:
Meanwhile, we have been working on a concept car that will seamlessly integrate Dashboard and Accounts into both the app and the web.
