Case Study DPD International
International Usability Study DPD
Germany, The Netherlands, United Kingdom- Usability test
- Eye tracking
- App testing
- International
- Mobile usability, mobile UX
DPD is one of Europe’s leading parcel and express service providers. With the DPD ParcelShops and Depots, the company offers services for both private clients and the business to business sector. DPD's corporate philosophy focuses totally on the customer.
Customers can access many of the DPD services via their 38 international websites and several smartphone applications. Through these platforms, customers can schedule parcel pickups and deliveries, and even track their parcels.
The Mission
Since DPD is so customer focused, they strive for optimum usability for all of their international online products. DPD has partnered with usability.de for several years to ensure that all of the different countries' websites and mobile apps meet the company's high standard for customer satisfaction. usability.de has provided support to DPD through various usability methods.
The Approach
usability.de coordinated an international usability study for DPD Germany. Specific objects of investigation in this study were the Dutch website, as well as the German and British smartphone app. The goal was to detect any possible usability problems and to identify best practices among the different national websites and apps. An eye tracking study was conducted to gain a detailed analysis of users' precise eye movements while looking at the different DPD websites. usability.de gathered the results from the different countries and prepared a consolidated report for DPD.
The Solution
usability.de conducted a workshop with DPD, to discuss the results of the usability tests, which identified a number of usability problems. Thanks to usability.de’s constructive ideas for improvement, it was easy to find solutions for existing usability weaknesses.
The detailed eye tracking analysis was essential to identifying and improving the visibility of critical control elements of DPD's websites as well as improving the overall usability of their online products.
The client about the project
“As a globally operating parcel and express service provider, we are facing the challenge to offer fast and easy access to our products and services for all our customers. The international usability test of our website and mobile app coordinated by usability.de helped us to better understand the needs and requirements of our target groups in the different countries. With usability.de as our partner we received all results from a single source, without further communication efforts. The comprehensive solutions and recommendations helped us significantly in further optimizing our international platforms.”
- DPD
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