During my studies, I had the opportunity to collaborate with three classmates (Alain Duss, Mara Kupper, and Yada Hauser) in a UX study for the swiss Post. During the project, we worked closely with Swiss Post to make their services more approachable and user-friendly for newcomers to Switzerland, particularly international students like our persona, Jasmin.

Our primary objective was to help Jasmin feel less overwhelmed and more at home in Switzerland by simplifying the geographical, social, cultural, and administrative aspects of her new life here. We focused on recently arrived international students and immigrants, aiming to support them in their integration process.

We began with extensive user research to understand the pain points and needs of newcomers. Through this research, we discovered that language barriers, cultural differences, and the complex nature of Swiss Post services were major hurdles for our target audience. To better empathize with our users, we created a persona named Jasmin, an international student from India. Jasmin's story highlighted the stress, loneliness, and language challenges that many newcomers face.

The design process started with defining the problem: Jasmin's struggles included a fear of making mistakes, feeling overwhelmed, language barriers, and too many choices. Our design challenge was to help Jasmin navigate her integration process and reduce her sense of disorientation and overwhelm.

We brainstormed and visualized solutions through low-fidelity prototypes. Initial tests provided valuable feedback, allowing us to refine our ideas and progress to high-fidelity prototypes. Our first high-fidelity prototype aimed to make Swiss perspectives more accessible and highlight the benefits of Swiss Post services. Iterative testing showed us where improvements were needed, such as better process representation, language switch options, and clearer service details before finalizing any offers.

The final high-fidelity prototype incorporated all the feedback, ensuring our design was consistent and user-friendly. We tackled language barriers and made our service offerings clearer and more accessible.

Our efforts resulted in a significantly enhanced user experience, reducing the cognitive load on users and making it easier for newcomers to navigate and use Swiss Post services. Test participants reported increased satisfaction with the streamlined and user-friendly interface. Post-implementation analytics showed a noticeable increase in user retention and engagement. You can go through the final prototype here!

In a next step, we could increase the interactivity and fun factor of the interface to further enhance the user experience. We could also leverage social media to reach and assist more newcomers, ensuring that our solutions are widely accessible. Additionally, we could continue conducting further rounds of testing to refine and optimize the design based on user feedback.

For a detailed look at our project, you can view it here (german).