Australia Post

Smarter Self-Service at Scale

Australia post app in use

Productising Postal Services: Revolutionising Customer Self-Service for a Seamless Experience

At Australia Post, 70% of customer enquiries are related to parcel tracking—an area that’s directly tied to the customer experience. With an increase in parcel deliveries, the volume of support-related traffic also rises. This makes effective Customer Self-Service even more critical, as negative experiences impact NPS and customer satisfaction.

To address these challenges, Torii partnered with Australia Post to boost internal Design and Content capacity. Our goal: to enhance self-service channels and ensure customers could easily track their parcels and resolve issues independently.

What We Delivered

  • Improved Parcel Tracking
    Our Product Designers worked to improve the parcel tracking experience, making it more intuitive and user-friendly, ultimately reducing customer frustration and support enquiries.
  • Enhanced Help Centre Utility
    By optimising the Help Centre, we ensured customers could access the information they needed quickly and efficiently, reducing reliance on support and improving overall satisfaction.
  • Chatbot Continuous Improvement
    Our team led improvements to the chatbot, enhancing its capabilities to resolve queries more effectively, thereby driving customer self-sufficiency.
  • Uplifted Customer Notifications and Dashboards
    Our Content Designers and Product Designers worked in tandem to improve customer notifications and dashboards, ensuring critical information was delivered in a clear and timely manner.

Agile Collaboration for Faster Results

Adopting an Agile process, our team focused on continually iterating on the challenge: "How might we collaborate more effectively and deliver improvements more quickly?" This iterative approach ensured that the customer experience kept evolving based on real-time feedback.

Why It Matters

Through this partnership, Torii helped Australia Post elevate its customer self-service capabilities, enhancing key touchpoints like Parcel Tracking, the Help Centre, and Chatbot interactions. The result was a smoother, faster, and more satisfying experience for customers—leading to fewer support requests and improved NPS scores.

Together, we’ve helped Australia Post transform the way Australians interact with their postal services, creating a foundation for ongoing improvement in customer experience.