One Postal Service – One Experience

The Swiss Post’s New Website – Removing Redundancies

We redesigned the website based on the foundation we had laid. We greatly simplified access to the services provided by the Swiss Post by redesigning the navigation bar and developing a new page structure. For example, the Swiss Post no longer bases its approach on the two target groups of business customers and personal customers and instead it specifically looks at customers’ needs.There are many products that both target groups require. Sometimes, a business customer just wants to send one parcel at a time. Or a personal customer might want to send 300 invitations to a wedding. And is the carpenter with an apprentice a business customer or “still” a personal customer? By merging both of these product areas, the Swiss Post was able to eliminate considerable redundancies in content. Users are quickly guided to the content they are looking for.

Human-Centered Design at Swiss Post

Compare Products & Prices at a Glance

The Swiss Post offers a wide range of products with names that are sometimes difficult to understand. For example, while parcels have product names like Economy, Priority, Urgent, Express Mond, Sameday etc., customers only tend to know what the destination is and whether the parcel should get there quickly or cheaply. We closed this gap with new overview pages that can be used to compare products in terms of price and specific content. Users can come to a decision on the overview page without having to read and compare several pages of detailed information.

Informing Customers: Newsletters & Transactional Emails

Emails are a key element of postal services. They inform users about processes in the postal system (e.g. when receiving post). We were involved early on in designing the processes for notifying customers by email and creating ways of accessing the website from these emails. Redesigning newsletters and email templates is a key part of ensuring the user experience is consistent and seamless.