Inside DHL: getting to know the company to create synergy
Through direct interviews and shadowing with customer service, we stepped into the shoes of DHL to understand first-hand the experience of customers and employees with the online shipping tool, in order to identify the strategies for learning and adapting the new tool MyDHL+.
Construction of the learning platform
DHL Pro, the platform where knowledge is a game
We started by creating a format to make MyDHL+ user manuals more usable and we arrived at DHL Pro, a platform designed to convey training content in a stimulating and creative way: not just a collection of informative textual contents, but a storytelling developed like a game, to engage and encourage Collaboration with tools supporting a new Community.
Customer experience analysis
The Journey designed on the customer
With the aim of increasing the number of shipments made by non-subscribers, we conducted an analysis of the users experience on the three available channels: Click (website for online shipment), Walk (physical point) and Call (shipping via telephone with DHL operator). Through interviews, workshops and mystery shopping, we identified the personas and we built customer journeys for them, bringing out the main critical points of the experience on the three channels. We then identified the areas of opportunity to improve the shipping service, proposing solutions that were designed starting from the users’ needs.