Making it easier to send something overseas

Australia Post

Australia Post identified that the international posting experience had become increasingly confusing for both consumers and small to medium businesses. Product specific limitations, inconsistent information, and unclear requirements created friction at the counter and increased reliance on staff support.

As Australia Post worked toward a new international postage product architecture, they needed to understand how proposed concepts would perform holistically across products, packaging, information design, and customer decision making. We were engaged to apply an experience prototyping approach to test comprehension, usability, and confidence before committing to large scale change.

Outcomes

• Led 18 individual experience prototyping interviews with consumers and SMB customers
• Defined insight led requirements for product, packaging, and information design
• Developed a strategic vision for standardised international packaging
• Designed improved information architecture, including speed based colour coding, weight allowances, and customs guidance
• Clarified instructions, product features, zones, and terms & conditions through customer tested language
• Informed delivery of a new standardised international posting range, rolled out nationally