PROCESSES & RESPONSIBILITIES
Project Management
Product Discovery
Service Design
Double Diamond
OUTCOMES
Key Recommendations
Product Strategy & Roadmap
about.
INDUSTRY:
LOGISTICS, E-COMMERCE
EMPLOYER:
POSTI
YEAR:
2019
Posti is the main postal and logistics service company in Finland and has been facing increasing pressure to transform into a e-Commerce platform while traditional postal services decline.
challenge.
Together with the Discovery team, we investigated pains & gains of omni-channel sending with the aim of increasing self-service rates and increasing downloads for OmaPosti, Posti's flagship App.
Gather pain points and give key recommendations for self-service parcel sending
Recommend ways to increase self-service rates and how to redirect traffic to OmaPosti
results.
A clear way forward
Several development paths were identified and handed over across functions, like communications, operations, digital development, business development.
I continued my role as lead designer with communications and digital development to improve upon instructions and the omni-channel experience created by the interaction of mobile OmaPosti and the Parcel Locker experiences.
