Pitney Bowes SendPro C
Role: Lead UX ResearcherProblem
As part of a digital transformation, our team collaborated to create the first Pitney Bowes connected sending device - combining mail stamps and barcode shipping label printing in a single device.
After seemingly successful Beta on our flagship digital flagship product, SendPro C, the team was not able to incorporate most of the insights prior to launch. As a result, our first satisfaction score were the lowest for any PB product.
The product team was asked 2 questions by senior management:
Do we have a problem and if so how big?
Solution
Limited Moderated sessions with dissatisfied clients
I was asked to create a plan to answer these questions and help inform strategy to address whatever issues are found.
Processs
Plan > Alignment > Team Buy-in + Participation = Confidence in approach + Commitment in Insights
Outcomes
Focus on key issue of connectivity, built task force + materials
Created trust between engineering and UX
UX research recognized by engineering team
"Without this research we didn’t know anything or why."
- Senior Engineering Manager