Pickup Point Finder
Support contacts about missing parcels fell 45% after the pickup flow was rebuilt around the question people actually ask.
The walkthrough isn't written up yet.
This project's result is below. Ask and I'll send the steps I'd write: problem, constraints, rejected options, measured result.
Problem People could not tell which pickup point held their parcel, so they wrote to support instead.
Fewer people had to ask where their parcel was.
The tracking page now opens on one card: the pickup point, its opening hours, and a map pin. The status history moved below it.
21
Contacts per 1,000 parcels
Was 38.
41s
Time to find the parcel
Was 94 s in moderated tests.
The brief
Parcelo’s tracking page listed every scan event in order. The one thing people needed, where to collect the parcel, was the seventh line.
What changed
The pickup point became the first thing on the page, with its opening hours and a map pin. The scan history is still there, below it, for the people who want it.
Parcelo and every figure on this page are fictional; they demonstrate the theme.
Want the walkthrough?
Backstage is one toggle away on every case study. If it isn't written up, ask.
hello@prestige-demo.example.org
Booking from March 2027