Seamless Sending experience
Led the design of an integrated sending flow that transformed how small businesses create, print, and lodge their parcels. The new solution streamlined label printing and introduced flexible options to create and print labels online or in-store at Post Offices, simplifying the process and improving efficiency across touch points.
Project Overview
Company: Australia Post - MyPost Business
Platform: MyPost Business online web portal
My Role: Senior Product Designer
MyPost Business helps small business owners send parcels easily online. But for many, the process stalled at one critical step, printing the shipping label.
Many new and time-poor business senders, like Etsy and eBay sellers, don’t own printers. This created friction between the online sending experience and the in-store lodgement process.
I led the design of a seamless, omnichannel sending experience that allows customers to start their order online and complete it in-store with the flexibility to print their labels in-store.
This improvement not only enhanced convenience but also supported Australia Post’s strategy to offer channel of choice for all products and services, strengthening the connection between digital and physical touch points in the user journey.
Key outcomes
How might we enable small business owners to seamlessly complete their online parcel orders even if they don’t have access to a printer, while maintaining consistency and flexibility across digital and in-store touch points?
Many small business customers begin their parcel creation online via MyPost Business but face friction when needing to print shipping labels.
User challenges:
- Many SMB owners don’t own printers and invest in printers at a later stage in their business
- Currently no in-store label printing options.
Mapping future state experience
Understanding the current sending experience and mapping the future state for all the touch touch points to simplify the sending journey.
Research & insights
Many new sellers (Etsy, eBay) prefer convenience over cost.
We interviewed 6 Small business and I visited retail outlets to observe the current lodgement process.
Printing is a barrier: 80% didn’t own a printer.
Speed matters: SMBs want fast drop-off with minimal touch points.
Mobile-first: Most use MyPost Business on mobile devices.
Outcome
Positive feedback from store staff and business senders.
The final solution introduced a Print in Store feature, allowing users to generate a unique QR code online that could be scanned at any participating Post Office to print their shipping label.
Elevated the project outcomes by running ongoing alignment workshops with the squad and key stakeholders
stakeholder.
Previous work I created in Printing return labels in-store, laid the foundation for improvements in the lodgement and sending of parcels online and in-store experience.
