DHL eStore

Website: dhlestore.com
Services: Web | UX | UI | Tech

DHL eStore

The Challenge

DHL is an international courier and express mail logistics company with a presence in over 220 countries and a workforce of 3,50,000 employees worldwide.

To increase its penetration in the India market, DHL India launched a unique offering called the ‘DHL E-Store’, an e-commerce platform where their customers could ship seasonal Indian items (think Mangoes, Rakhis and Diwali gifts!) abroad directly from the e-store.

DHL’s existing website was in line with its corporate theme but was unable to generate leads due to an outdated user experience and design style.

Our Consulting Approach

An internal audit of the e-commerce platform revealed that customers spent close to 7.5 minutes to fill out shipping details. Also, important links like Ship Online and Track Shipment were not provided upfront to customers.

Apart from the need for customer related improvements, there was also room for enhancements in the lead management system. To get a quote for shipment, customers were expected to click 7 times before reaching a lead form without ever getting a quote.

The strategy proposed was to create a brand new e-commerce platform for DHL e-store that complied with the best practices of the e-commerce industry.

Execution Strategy

Audit

  • Google Analytics Audit
  • Current Website Audit
  • Research
  • Benchmarking

UX Strategy

  • Online buyers personas
  • User journey flows
  • Navigation and CTA placements
  • Access to actionables within 3 clicks

Web Strategy

  • E-commerce styled portal
  • Track entire parcel lifecycle
  • Choose a product and add to cart
  • Make payment and initiate shipment
  • Tracking shipment

UI Design

  • Interactive illustration style design approach
  • Visually strong communication

Content Services

  • Micro-content structuring
  • Making existing content more snackable

Technology Solutions

  • Google Maps integration to help users track their parcels in real time.
  • Integrating with Bill Desk Payment gateway giving users complete online buy and ship experience
  • Integration with POS system for booking and generating Air-Way Bill no.

Features

Ship Online Form

View all facilities available in a particular conference room before booking it

Track Shipment Page

A page dedicated to tracking real-time location of packages.

Deals Page

A page dedicated to booking seasonal offers

Get Quote Form

Short form with inbuilt lead generation mechanism

How-to Page

Self-help for users to know DHL’s measuring and shipping standards

BLOG

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Hours Listened

Impact

Form filling time reduced from 7 to 3 mins
Reduced bounce rates
Increased booking of shipments