Shipping aggregator sites in the US were becoming more commonplace, and the market therefore more competitive. Parcel Monkey were one of the market leaders, but knew there was scope to optimise the customer journey and better meet customer expectations in 2021.

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The client’s challenge was simple: where and how should they use their limited resources to achieve their objectives? But they weren’t sure how or where to start in order to answer that question.

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We analysed the journeys of a customer segment with the propensity to support the client’s objectives, and the gap between expectation and experience we identified was illuminating: though there was no single, large issue or opportunity, there were a plethora of seemingly small tripping points throughout the customer journey, which were damaging trust and impacting acquisition and purchase behaviours. We therefore made specific, pragmatic website UX optimisation recommendations, developed a differentiating and compelling proposition and better managed expectations through an enhanced CRM programme.