Royal Mail — DAVE MULLEN

Royal Mail delivers millions of parcels and letters every day to homes and businesses in the UK and beyond. Growing this market share at the same time as the logistics sector is undergoing major disruption from new services is a key challenge. New brands are able to offer customers greater convenience and more flexible product options. After successfully pitching to join the Royal Mail creative roster in 2017 I led a number of projects aimed at addressing these challenges.

HOMEPAGE OPTIMISATION

In order to improve homepage performance Royal Mail were looking to A/B test new designs. As lead on this project I worked with my team to review analytics reports and existing Royal Mail personas in order to prioritise the key user journeys. We combined these insights with research into best practice delivery services in order to propose new homepage variants. During this project I also worked with the stakeholder team to highlight the potential benefits of implementing a Design System approach across all Royal Mail digital projects.

LAUNCHING A NEW MOBILE APP

Royal Mail wanted to take an MVP approach to launch their first mobile app in order to test which services were of most value to customers. It was essential to design the navigation and core UI to support this strategy while maintaining consistency with other digital services. Our team also needed to align with an agile delivery approach, working with a third party development partner. As Design Director on this project I worked with the stakeholder team to plan all design activity and led the design team to deliver optimised user journeys, prototypes and hi-fidelity UI designs.

MY PROJECT ROLE

Design direction
Requirements capture
UX auditing
User flows
Idea generation
Wireframes
Prototyping
UI Design