Australia Post is the largest postal service provider in Australia. The help and support portal at auspost.com.au provides information to customers as well as modes of contact with the support team.
The majority of customers seeking help and support were using the call centre instead of online forms, resulting in a higher cost to serve.
The existing help and support platform was inflexible and could not be scaled or optimised. In particular, mandatory fields in the online forms had been changed or were no longer mandatory.
In order to address these issues, the platform needed to be migrated to Salesforce. I was tasked with redesigning the help and support portal to help customers find the right information and modes of contact.
- Salesforce developers
- UX researcher
- Customer experience manager
- UX writer
- Business analyst
- Aus Post developers
10 weeks for design, build and testing of the "lift and shift."
- Helping facilitate co-design
- Sketching and whiteboarding
- Helping plan user research
- Helping facilitate user research
- Helping synthesise user research results
- UI design