Canada Post: Find a Rate
UX Strategy | Usability Testing | UX/UI Design | Prototyping | Interaction Design | Government Services
Project summary:
Reimagine the Find a Rate tool to help Canadians estimate their shipping costs more easily, and get started online
Role:
Product Designer
Problem:
The ‘Find a Rate’ tool requires users to input a lot of information, often in a repetitive nature resulting in abandoned flows and customer frustration.
One of the most-used tools on the CPC website after Track, but with the lowest satisfaction score during UX Benchmarking. Getting users to begin their shipping journey online will reduce time in the Post Office which improves our margins.
Key goal:
Reduce time on task & support calls, make it easier to users to being shipping online
Overview:
Company Brief:
Canada Post provides service to more than 16 million addresses and delivers upwards of 8 billion items annually. Delivery is facilitated by 25,000 letter carriers, through a 13,000 vehicle fleet. There are more than 6,200 post offices across the country. Canada Post delivers to a larger area than the postal service of any other nation
My Role in this feature
This is a comprehensive look at one of 8 projects I have contributed to while at Canada Post. For this feature, I was responsible for all the deliverables from research (with support from a UXR), stakeholder management, and storytelling to secure development funding.
Once development was secured, the work was taken on by a Visual Designer to prepare the work for handoff
Solution Details
Synthesize research data
Wireframes for stakeholder buy-in
Technology alignment
Concept hand-off
continued below
Results:
Process detail:
Success Metrics:
Time on task greatly reduced
Usability and trust scores increased
Reflection:
Adapting a tool to work for an entire country is no small task. User behaviours are going to be highly varied as will their environmental contexts and expectations.
User Research (qualitative)
Benchmarking
Moderated user interviews
Define
Mapped the current-state
Established a “blue-sky” scope, not to be hampered by existing technology
Ideate
Propose lo-fi solutions to help facilitate conversations and testing rounds
Pattern Research
Collected comparable information architectures from similar products to help inform what will be familiar to users
Prototyping
Test proposed solution again with users to validate approach
Concept handoff
Findings, documentation, and product solution handed off to Visual Design for final UI solution
The work above was then repeated for both the Find a Post Office and Find a Postal Code tools.