Case Study: Experience Visioning
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Centralis and Pitney Bowes gave consumers compelling new reasons to go paperless.
The Challenge
Pitney Bowes is a global technology firm focused on e-commerce, shopping, and mailing services. The company wanted to reach consumers who had not yet gone fully paperless by providing an integrated solution for mail delivery, document storage, and bill payment.
Pitney Bowes engaged Centralis as a research and design partner to define an effective and highly usable cross-platform service for this new Digital Mailbox service.
The Process
Centralis worked closely with Pitney Bowes to understand their vision and business requirements for the Digital Mailbox service. We then created designs for the website, tablet, and smartphone applications. For each platform, we delivered site maps and process flows defining users’ paths through each key interaction.
Following feedback from the Pitney Bowes team, we iterated on the wireframes before proceeding with visual design. Our design work was informed by two rounds of user research and usability testing to ensure that the product aligned with customer needs.
The Impact
Centralis created a successful cross-channel suite of applications: a primary web-based user experience augmented by tablet and smartphone apps. Overall, customers were excited about the Digital Mailbox service, which they felt offered clear advantages over existing online bill pay and mail management options.
Our research also uncovered opportunities to educate consumers about the service upstream of registration, and to expand the business processes underlying the service to increase its value. With our iterative approach, we incorporated user feedback throughout the design process, which encouraged user adoption and engagement.
Our Value
Centralis collaborated with the Pitney Bowes team from start to finish to understand the vision for their innovative new product and then bring it to life.
Our flexible approach to research employed different methods at different points in the design process, ensuring that we uncovered the insights we needed at the right moment.
Centralis’ research-backed design led to a compelling new product for Pitney Bowes that was leveraged by the Australian postal service to cut costs and modernize mail delivery.
It really reinforces the issues we need to address."
- Chief Engineering Officer