User Communication Template
Introduction
The leader in the Irish courier and Logistics sector, DPD Ireland recognised the need to enhance its communication strategy through email templates. The existing templates lacked uniformity, were outdated, and failed to align with the brand's persona. This project aimed to redefine and modernize the email templates, ensuring a cohesive and trustworthy communication channel that resonates with the brand identity.
My Role
Lead Designer
Timeline
2 weeks
Problem Statement
The existing email templates at DPD Ireland presented a significant challenge. Not only were they outdated and inconsistent, but their design discrepancies led to a lack of credibility in the eyes of the end users. The absence of a unified and on-brand email communication system created confusion, with users questioning the authenticity of the messages they received. The objective was to address these issues and establish a visually cohesive and brand-aligned email template system that instills confidence and fosters a positive user experience.
Examples of previous email notifications
Research and Discovery
Leveraging comprehensive end-user analytics, we strategically formulated robust user personas and conducted a thorough competitor analysis. This data-driven approach provided valuable insights, allowing us to understand our audience intimately and benchmark against industry competitors. The resulting foundation empowered informed design decisions to enhance the user experience and align our communication strategy with user expectations and industry standards.
Wireframing
Wireframing played a pivotal role in refining DPD Ireland's email templates. Providing a clear structure for visualising content placement, it allowed for quick adjustments based on insights and stakeholder feedback. This stage facilitated collaborative decision-making, ensuring the design not only met user expectations but also aligned with the brand's identity.
Stakeholder Feedback
Regular feedback sessions with key stakeholders, including crucial developer interactions, were essential in the design process. Their feedback addressed concerns related to design feasibility, and practical considerations were integrated, ensuring the email templates met both user expectations and the technical requirements. This process resulted in a purposeful and user-friendly email template system aligned with business objectives.
Final Design and Implementation:
Since rolling out the new templates, the design has proven transformative, effectively addressing initial challenges. Importantly, there have been no new feasibility concerns raised post-implementation. This lack of additional issues highlights the success of our approach, showcasing the design's effectiveness in exceeding both user and stakeholder expectations. The email templates now stand as a testament to a seamless blend of user-friendly design and practical feasibility in alignment with DPD Ireland's operational needs.
User Significance and Operational Impact:
The significance of our redesigned email templates extends beyond aesthetics. For users, these emails represent a critical link to their parcel journey, providing transparency and reassurance. A seamless and user-friendly experience not only enhances customer satisfaction but also plays a crucial role in reducing the volume of calls to our customer call centre.
This operational efficiency brings tangible financial benefits by optimising resources and allowing our team to focus on more complex queries.
The email templates, as a key touchpoint, contribute not only to a positive user experience but also to the overall efficiency and cost-effectiveness of our customer service operations at DPD Ireland.