Overview

Australia Post has been delivering for the community, its customers and its people for more than 200 years.

But how, the methods, and the products being delivered will continue to evolve. This is particularly true for the Post Office network. 

To help ensure its Post Office network continues to remain relevant and sustainable into the future, Australia Post has been investing in new technologies to digitise the Post Office and equip its retail staff with the tools and capabilities to help their customers. 

As part of its digital transformation, Australia Post engaged IE Digital to develop the first in-store ‘LaunchPad’ application.

Challenge

Australia Post has been working with IE to develop its first in-store ‘LaunchPad’ application - a tool for Post Office staff to better support customers.

To be successful, the application needed to focus on the following:

  • Be easy to use for all demographics of Australia Post staff working in-store
  • Provide tools to improve the in-store experience for customers and staff alike
  • Better connect in-store staff to employees in Australia Post’s head and state offices
I cannot stress enough how successful this is being seen internally, and so much of that can be directly attributed to IE Digital. I’m constantly getting over-positive feedback about how fantastic the user interface is, how great it looks and how easy it is to use.
Ben Llewellyn - Business Principal (Technology)

Through the LaunchPad app, Australia Post retail employees can now use native applications like Google Maps, seek information with government websites in regards to Australian passports and working with children checks, and directly lodge customer inquiries and service requests.

Approach

The application, created in collaboration between Australia Post developers and the IE team, focused on improving the interactions between its retail employees and their customers.

This project concept arose directly from internal discussions with Australia Post staff, who expressed the desire to respond more efficiently to customers’ requests

To be successful, the application needed to focus on the following:

  • Be easy to use for all demographics of Australia Post staff working in-store
  • Provide tools to improve the in-store experience for customers and staff alike
  • Better connect in-store staff to employees in Australia Post’s head and state offices

IE was engaged to create the interaction design, the visual design and the development of the application. The team consisted of the following capabilities:

  • Lead Consultant
  • UI Design
  • UX Design
  • Front-End Development
  • Back-End Development

IE’s Delivery Sprints included the following in each 2-week iteration:

In only three sprints, the team delivered the first release of the application to over 700 corporate Post Offices and Business Hubs.

By working closely with the Australia Post team during these fast-paced sprints, the team quickly developed a prototype to put forward for customer testing.

Solution

The success of the project was down to understanding the needs Australia Post had, and how the IE team could create an efficient and human-centered application that helped to create a more seamless customer experience in-store.

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