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Case Study DPD International

International Usability Study DPD

Germany, The Netherlands, United Kingdom
  • Usability test
  • Eye tracking
  • App testing
  • International
  • Mobile usability, mobile UX
Screen DPD

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.

DPD Niederlande
DPD Netherlands

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.

DPD Web App Paketlebenslauf
DPD Web App parcel lifecycle
DPD Web App Home Screen
DPD Web App home screen

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.

Gaze Plot aus der Eye Tracking Auswertung
Gaze plot from the eye tracking analysis

The client about the project

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