Royal Mail has launched a new version of its website, in a bid to make it easier for customers to pay for postage online and to track parcels.
As the website has approximately 3.5 million visits a month, and around 50% of all Royal Mail non-account parcel sales now take place online, the company undertook research and user testing to understand what they needed from the site’s homepage.
Over 80% of users said they wanted either to buy postage or track an item. As a result, the ‘Send’ and ‘Track’ sections are now featured most prominently on the homepage.
Therefore the new homepage features a revamped header with improved navigation to make the website simpler to use and more visually appealing. Key areas of the site have been highlighted to help consumers find what they are looking for more easily.
Rachel Levy, Royal Mail’s head of digital production, said: “With more and more customers using the Royal Mail website to pay for postage, we wanted to make sure the journey is as smooth as possible for them. This revamped version offers a sleek, user-friendly design that makes navigation a breeze. It provides an exceptional user experience across all devices and easy access to our most popular services.”
Customers who purchase parcel postage online can either arrange to have their item collected via Parcel Collect or take it to one of thousands of drop off points including Post Offices, parcel lockers, convenience stores offering Collect+ or parcel postboxes.
At the end of May, it was confirmed that International Distribution Services, the owner of Royal Mail, has accepted a £3.6bn takeover bid. IDS stressed the agreement included a series of “contractual commitments” to protect public service aspects of the Royal Mail.
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