DNA | YouShop, NZ Post
Role: Senior Experience Designer
Skills: UX design, research & analysis, interaction design
Client: NZ Post
YouShop is a service from New Zealand Post which provides you with a UK and USA delivery address for items you have bought online and then allows you to send them easily to New Zealand.
They had identified multiple pain points of the customer journey which users were struggling with, often causing them to leave the service completely.
I took a lean UX approach to enhancing the YouShop customer experience by defining a set of guiding principles, agreeing 80/20 targets. As part of the project team we began by analysing data and pricing models, I researched the customer experience solution and designed engagement and customer experience opportunities.
Within the multiple sprints I identified areas of opportunity to improve the customer experience and helped set foundations for a roadmap of future enhancements.