Our primary goals were to create a seamless experience for both sellers and buyers, allowing buyers to track their orders in real-time and providing sellers with a more efficient way to send their parcels.
Sellers in the UK were familiar and had confidence in Royal Mail's services.
Many sellers traditionally visited the Post Office to send their parcels, favoring the convenience and familiarity this approach.
Sellers felt comfortable sharing tracking and proof of postage information using Royal Mail.
01. This project was not initially within our squad domain, requiring adaptation and collaboration.
02. We had a tight deadline of just one quarter to complete the integration successfully.
03. Early user interviews revealed that sellers were accustomed to using the Post Office for their shipments, necessitating a change in behavior.
04. Integrating with a corporate entity like Royal Mail involved navigating contractual limitations.
05. Time constraints meant we couldn't fully implement the tracking option initially when users feel more confident with the service.
06. Users exhibit strong loyalty to other platforms like eBay and Facebook Marketplace, posing a challenge in convincing them to switch to Shpock.
07. Users admit to not using online services for shipping, indicating a challenge in raising awareness about the benefits of the integration.
08. Users express concerns about potential extra charges services for shipping, for different services, indicating a challenge in providing a clear and competitive pricing information.
Although our initial user testing went really well and we received fantastic feedback, we still had some reservations about a full-scale launch.
To make extra sure everything was in tip-top shape, we decided to run a beta test.
We recruited 100 users from our Shpock Facebook Group, and they were eager to help us test the Royal Mail integration.
Our main focus was to check if the Royal Mail orders were processing smoothly, activating automation and ensuring the standard tracking worked as expected.
This beta test gave us an additional layer of confidence, making sure everything was running smoothly in the real world.
Recruiting beta testers
Our beta testers sharing their labels and parcels
Users are now aware of the availability of Royal Mail thanks to the new tag and its prominent position at the top.
Users can select weight options using weight brackets, ranging from 500 grams to 15 kilograms. We also provide users with the option to see examples of items that fit within each weight bracket.
The user can then choose the size of the parcel and easily find the maximum dimensions allowed for each size.
Then, the user selects the delivery service, and the first choice is recommended based on the size of their parcel, indicated by a tag.
The user is directed to an external link to view their receipt, access documents like the label, view the QR code, and perform actions such as printing or requesting a refund. This functionality is operated by Royal Mail and finally the confirmation screen.