Officeworks Mailman
Customer Experience Case Study
Project Background
Mailman was a parcel delivery service offered by Officeworks™, Australia's leading retailer, that utilises Officeworks™ stores and online to send parcels between most capital cities.
The Problem
I was tasked with identifying the pain points in the current journey, proposing and fleshing out solutions and concepts to target these pain points, and working on the way forward for Mailman to become a self-serve parcel sending solution.
I started by meeting with the Mailman stakeholders from different departments to get a better idea and understanding of the business and the process. I also went to the store and tested the service myself to get familiar with the experience, recording every step of the way. Through this, along with reviewing the customer feedback and carrying out user interviews, I was able to identify the points of pain and potential drops in the journey.
In-store Experience
One of the main findings was that the in-store experience was one of the main drawbacks of the service, from users not finding the Mailman space in store to being lost and not knowing how to use the service when they find it, which leads to them relying on store team members' support.
I was able to compile a few sketches for how we wanted the space to look in store, complete with signage and floor markings to highlight the different steps, along with the different components of the Mailman journey in the store. This was helpful to the business when they started planning layouts for different Officeworks™ stores.
Online Portal
After compiling the findings into customer journeys and swim-lane diagrams, a series of wireframes that mapped the customers' full journey from discovery to purchase and product returns were created. The main piece was the online landing page for the Mailman hub; a lot of thought went into the layout and the messaging used on this page for both mobile and desktop.
Kiosk Interface
Moving forward, Mailman would aim to be a self-serve experience for the customers to use without needing to refer to store team members for assistance. Taking this into consideration, I have worked on a UI and interaction design concept for the in-store kiosk.
UI concept for the Mailman in-store Kiosk
Tools Used: Adobe Illustrator • Adobe AFter Effects • Askable • Axure RP • Prototyping • Journey Mapping • Heuristic Evaluation • Agile Collaboration • Design Systems • Miro