Helping small business streamline their sending experience

Using research to identify high impact features to enhance Australia Post’s small business customers online sending workflow

The Task
MyPost Business served the purpose of printing shipping labels, however Australia Post had a much wider offering to small businesses which were mostly buried within arduous navigation or not even surfaced at all. There was an opportunity to design a new logged in experience for small businesses that improved the core quoting and sending tool, while surfacing the broader product ecosystem and creating new revenue from a captive audience.
The Process
By mapping out the small business sending workflow and overlaying customer pain points a wish list of optimisations that could be made throughout the small business sending journey was created. These were then prioritised by putting the features on an impact/effort matrix.
A prototype was created to show how these features would hang together in the final state as well as use this to sell the concepts into various stakeholder groups.

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