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.