DHL B2C Shop
For one of the leading logistics companies worldwide, we established a B2C business segment that has achieved over 100% growth. Our objective was to transform the way DHL's individual customers send parcels using an online sales tool. By lowering the entry barriers and enhancing user engagement in an enjoyable manner, we facilitated a 70% increase in process conversion within just the first week after launch. In the following weeks and months, we encountered remarkable sales results, with some campaigns needing to be paused due to exceeding sales expectations. As we continued to grow over the subsequent years, we enabled the addition of various multi-services and value-added offerings that fostered effective client communication and strong sales performance for new DHL services. We also ensured a top-notch experience for international parcel shipping, including managing changes brought by Brexit. To reach this level, we began with extensive benchmarking insights and thorough analytics, utilizing Google Analytics and session recordings. This was followed by a Design Thinking approach, UX design, and artistic conceptualization of the process. Our data-driven method allowed us to effectively address any discrepancies between product offerings and user expectations, while also focusing on the most effective pathways for DHL. We take pride in our ongoing collaboration with the excellent DHL Parcel Poland team, offering growth consulting along with design and research processes. This project has also paved the way for numerous successful products, such as an app for DHL logistics drivers, warehouse staff, a B2B corporate self-service app, and a returns app, all delivered with a customer-centric approach.