Simplifying the Profile Experience for Customers and FedEx to Win
When FedEx’s customers don’t engage with their profile, everyone loses out. It requires more manual and repititive processes for transacting. They miss offers and recommendations. And ultimately creates an impersonal experience with one-way communication. FedEx loses because they can’t personalize offerings or services, or target appropriately. We created a profile experience that actively engages users by demonstrating the profile’s value, while simultaneously creating an intentional, adaptive experience that customers want to use.
We helped FedEx identify their most critical customers to engage in virtual research and workshops across the globe. Leveraging insights from their workflows in the current profile, we were able to design an approach using interchangeable components for customized features related to add-on services and managing accounts.