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NZ Post: Website Redesign

Website Redesign

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Read about the challenge, solution and result

The Challenge

Looking to optimise customer value across their different channels, New Zealand Post identified the web as a growth opportunity for both sales and servicing. While redesigning was a key priority for supporting the customer experience, the organisation also wanted a platform that could consolidate their web presence, extend their capabilities, lower the cost to serve, simplify and integrate their channels and drive down time and cost to market of new initiatives.

The Solution

DNA was engaged by New Zealand Post to develop a 3-5 year strategy for the online channel. Working with stakeholders across all levels of the company, DNA applied a goal-directed design approach to develop a customer-centric website that worked for the various audiences of nzpost.co.nz. Critical business and integration issues were addressed and resolved to make products and services more customer intimate in both their naming, their context on the site and also the way they were located and managed by users. The project was significant for Post, but rapid in development for something of this scale. Using an Agile methodology with technical partner Catalyst IT, we built a web platform on Drupal that enables the web 2.0 functionalities of today and sets them up for extending into the future. Pathways, labelling and interface design across all areas of the site were redesigned.

The Result

The new website is now much more focused in driving sales and enhancing the overall customer experience online, meeting existing needs more simply and easily, allowing customers to self-determine needs and consider service and product solutions, as well as buy, manage and organise. Whether users are in directive or explorative modes, the site better meets their needs and provides a stronger context for the value of and breadth of NZ Post's complete offer. Internally, the new web platform has also been a great success, laying an operationally-excellent technical foundation on which to pursue their digital roadmap.