AusPost Shop
THE GIG
Digital Product Manager - Online Shopping
OCT 2018 - Present
Product vision, strategy and execution for eCommerce experiences at AusPost. In this role I manage the digital experience, platform strategy and roadmap across AusPost and StarTrack's eCommerce channels. I lead squads of product owners, developers and designers to improve the experience and deliver enterprise value.
RESULTS
EXAMPLE CASE STUDY
THE CUSTOMER INSIGHT
"You're just starting a new eCommerce business and you're preparing to ship your first orders, but you're having trouble working out the best way to package and send your items to your first customers from the huge list of packaging products available."
This is a real dilemma that came out regularly in our customer research with our business customer segment. After conducting a 'Tasks to be Done' based large scale research project, 'Help me find the right packaging products' was the highest priority unmet need. Australia Post is all about helping boot strap Aussie businesses to go from garage to global. So, the little slice I look after, the Auspost online shopping channels, needed to be all about helping arm those businesses with the right packaging, sending and postage products to help them on that journey.
SOLUTIONS
PACKAGING FINDER
A key final piece in this end-to-end rethink and redesign around how we could help emerging businesses research and select the packaging packaging options from the many numerous options available to them. In an in-store model, you can have a conversation, but with an online store, we knew we needed to replicate that conversation in a simple to use and engaging manner that could scale.
So, after (a lot) of rounds of testing with small business customers we built and released our Packaging Finder that helps aggregate our ~600+ packaging products into an easy-to-use questionnaire based on what they're looking to send!
- Valuable part of AusPost's digital toolkit for all new business customers
- Smashes SEO rankings and drives a significant volume of traffic
- 60%+ form completion rates
- Evergreen content ahead of information campaigns such as to help businesses prepare for cyber sales and tthe festive 'peak' season
CASE STUDIES
