Introducing international shipping to the app by translating physical Customs forms into a digital service and increasing sales by going beyond borders to deliver a better shipping experience.
PostNord is one of the only logistics products in the Nordics which allows users to purchase postage directly from their mobile device. Most services require using the website or visiting a service point to purchase the shipping label.
Offering domestic shipping in the app has been available since 2019 but there was a major gap in the offering. Adding international postage for shipping items outside the EU opens a huge global market. The biggest challenge was seamlessly integrating an antiquated customs document and complex help documentation into the existing shopping experience.
Since these are complex documents where some fields are required and others are optional, depending on the item being sent, we needed to research the latest requirements that an employee would describe to the customer at a service point.
Consulting customs experts within PostNord helped us split the form into four variants and show the user only the required fields for their declaration needs. Extensive user testing lead to a simplified, guided user experience.
Help documentation throughout the flow gives users guidance on how to complete the declaration as well as the process of attaching the label and dropping it off at a service point.
Thorough QA testing of all variants, production testing and extensive platform alignment with iOS and Android developers was required to ensure the shipment would be accepted at both the service point and the importing country.
After releasing the Customs feature, we saw a major improvement in overall shipment volume and received positive feedback from thousands of new users.
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