User Experience Desgin, Customer Experience Design

Problem

FedEx wanted to capture a greater share of shipments orignating from independent shipping centers.

Improve the relationship with FASCs and determine appropriate communication channels
Conduct two part Experience Audits to identify gaps between the perceived and the actual experience flows
- > Focus on the key experience attributes
- > Discover FASC owner/customer expectations and motivations
- > Leverage consumer insights to design a program with a sustainable dialogue
- > Improve communication channel effectiveness
- > Leverage tools and resources
Develop new FASC Experience and supporting collateral
- > FASC Welcome Kit
- > FASCnet Site
- > FASCnet Online Tutorial
FedEx developed a better understanding of the experience disconnects, enabling the company to improve the FASC owner/customer experience
FedEx increased its volume of shipments originating from independent shipping centers