Evri Guest Track
How we increased customer engagement on the Evri app with the Guest Track Product
User Research
The Challenge
Evri delivers around 750,000,000 parcels every year. Out of the 7 million customers that look at the app on the App store, only 2.7 million downloaded it and only 800k actually used it. Evri wanted to increase this usage significantly in getting users tracking their parcels and engaging much more with their service to ultimately improve as a business.
We needed to understand why this was happening and deliver a series of live incremental improvements so we can monitor the impact, being careful not to disrupt such a complex logistical process.
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