Modernizing digital customer experiences with technologies like AR

Shipping Arrangement Application for a Major Logistics Company's German Customers

Global Logistic Solutions (hereinafter GLS) is a major logistics company headquartered in Amsterdam, the Netherlands. Established in 1999, it operates globally, primarily across Europe and North America, providing a wide range of logistics services including parcel and freight delivery for both businesses and individuals. Global Logistic Solutions Germany (hereinafter Germany GLS) is the German branch of GLS. To expand its market share, Germany GLS urgently needed to modernize its customers' digital experience and promote DX (Digital Transformation). Impressed by Monstarlab's past achievements with Denmark GLS and its ability to handle everything from strategy to development leveraging global expertise, Germany GLS commissioned Monstarlab for a new project in the digital domain.

Challenges:

Given that Germany GLS had historically focused on BtoB business, its entry into the BtoC sector significantly lagged behind competitors.

Consumers of digital products, unlike business users, tend to expect services that are more intuitive, enjoyable, seamless, and easy to use. With a digitally seamless experience becoming the norm, Germany GLS needed to rapidly deliver an exceptional user experience to grow its business and effectively enter the BtoC market.

Therefore, Germany GLS set a goal to create the industry's leading digital user experience and established a dedicated digital division called "GLS NXT." They were seeking a strategic partner to co-create customer-facing applications.

Solutions:

Monstarlab conducted research across the global market to identify the necessary features and trends for customer-facing applications. This process highlighted the importance of encouraging single-use customers to use the service repeatedly (customer retention), and it became clear that an intuitive experience was crucial for the application.

Based on these insights, prototypes were created, and the UI/UX and functionalities were refined.

In addition to basic features like store search, several functions were developed and implemented to provide an excellent user experience. These included "Shipment Tracking Management," which automatically reflects shipment status in the account without requiring manual tracking number input; "Custom Labels," allowing users to set emoji icons to easily identify their packages within the app; and "AR Size Measurement," which utilizes LiDAR technology to expedite the shipping process.

Results:

The application, which includes integration with third-party tools such as the digital payment platform "Braintree" and the e-commerce platform "Commercetools," was officially released in September 2023.

Its excellent user experience, including an intuitive five-step shipping arrangement process and the automatic reflection of real-time delivery status within the app, has been highly praised, earning the released application a 4.7-star rating in app stores.

Simultaneously, Germany GLS successfully cultivated a brand image of a company leading the industry with innovative initiatives, moving beyond simply providing basic services.

Monstarlab continues its partnership with "GLS NXT," managing the platform and implementing ongoing improvements to the application.