Australia Post
Revamping m.auspost.com.au
Back when a 'm.website' was the in-thing, I was given the opportunity to lead the design in a team charged with redesigning the Australia Post mobile website from the ground up.
How we did it
We analysed our growing mobile usage, which included the existing msite at the time and heavy desktop site visits, to understand what tasks customers were doing and what content they were viewing on their mobile. After prioritising our findings it was straight to sketching.
Two core focuses I had during the process were:
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Tools (parcel tracking and postage calculator etc) were front and centre
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To introduce a better experience for help & support that was available throughout the site.
Putting things together for testing
I then developed a few iterations of wireframes which then formed a final Axure prototype build for user testing.
After facilitating the testing sessions and gathering all results we had some great insights from a range of different users that covered our vast persona’s we had some generally great results with only a few tweaks to make.
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Customers loved the new experience - in particular the redesign of our most used tool ‘Track your item’. Along with the new focus on making help & support more prominent across the new site, this was a great win.
