User interviews
User feedback
Sellers trusted Royal Mail and saw it as a reliable choice.
Many preferred dropping parcels at the Post Office — comfort and habit.
Sellers felt comfortable sharing tracking and proof of postage information using Royal Mail.
01. It fell outside our squad’s original scope, so collaboration across teams was essential.
02. A tight one-quarter deadline demanded rapid iteration.
03. Users were deeply attached to traditional posting habits.
04. Corporate collaboration with Royal Mail required navigating legal and technical limits.
05. We couldn’t fully launch live tracking in phase one.
06. Competing platforms like eBay already dominated user trust.
07. We had to educate users about online label purchasing.
08. Pricing transparency was critical to avoid confusion or frustration.
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.
01. Enhanced seller efficiency — fewer external steps.
02. Boosted user trust with transparent tracking and official labeling.
03. Strengthened Shpock’s reputation through a first-of-its-kind Royal Mail integration.
04. Positive feedback highlighting ease and reassurance.
