UXR Shipping Website

A mailing and shipping website

People who mail and ship at least once a month or more frequently for personal or business reasons

How do users approach specific mailing and shipping situations and how might we improve their experience?

Scenario-based interview

Generative UXR

UX Researcher

5 Weeks

• 5 mobile users who mail and ship for personal reasons
• 5 mobile users who mail and ship for business reasons
• 5 desktop users who mail and ship for personal reasons
• 5 desktop users who mail and ship for business reasons

Overall, the device is a safe to use, effective device that medical professionals can be expected to use without error in most cases. However, there are some opportunities for improvement in the device's usability.

1. The table for comparing mail services had low discoverability and even the participants who found it, were overwhelmed by the information.
2. Sometimes participants looked for guidance regarding sending food, but did not think to look under “Perishable Items” in “Restricted & Prohibited Items” and instead thought there was no guidance.
3. The feature of Holding Mail has a 30-day limit but to know that participants need to sign in or sign up which discouraged them from exploring that option.

1. Users may appreciate more interactivity, such as checkboxes to select the services or aspects users want to compare, rather than seeing the entire table.
2. Add “Food” to the text for Perishable Items - for example, “Food & Other Perishable Items,” or “Perishable Items (and Food)” (depending on where you want it to appear in the alphabetical list).
3. Consider the feasibility of changing Hold Mail so that users can find some information about the service without having to sign in.