Modernizing digital customer experiences with technologies like AR

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.