Click & Drop feature on the Royal Mail site (responsive)

Through user interviews, some key pain points were revealed within the user flow for the Click & Drop feature:

It was unclear which user type to select on the homepage
There were several overall site navigation issues: no clear path, no clear back button or home, no indication how far through the process you are
Poor error prevention and handling in forms
Too much business jargon that users are not familiar with, causing confusion at multiple stages

The Click & Drop product was redesigned to solve these problems, while also focusing on providing a mobile friendly experience which they were previously lacking.

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User Flow

Structure of the Click & Drop process and how users will move through it to accomplish their goal of creating a shipment (including paying and getting a label) to quickly drop at the post office:

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Personas

Three main personas were identified as the target users for this feature- guest shippers, frequent shippers, and business shippers. All had varying needs and requirements throughout the process of creating the shipment but similar goals in the end- to easily and efficiently ship packages.

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The Solution (wireframes)

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Updated homepage for desktop:

Clarifies the 3 step process for sending a package, to set user expectations for how long the process will take and what is involved.
Primary quick start flow for occasional or first time shippers (majority of customers), returning customers would see a personalized homepage after logging in.
Section explaining how and why you might want to create an account (users would be offered this option again within the Quick Start flow as well)