When you handle millions of shipments every day, even small issues in an app can quickly become business problems.
Over the years, DHL developed multiple applications to address different user needs - from tools for couriers to features allowing customers to send parcels through automated lockers.
As a result, DHL ended up with a collection of websites, each serving a different purpose.
At the same time, users had no way to check when the courier would arrive with their shipment. The lack of this information generated thousands of calls to DHL’s customer service.
That’s where The Story came in.
We restructured the product architecture, bringing scattered user journeys together into one coherent interface - from contacting the courier and sending parcels to navigating to a pickup point and more. No more searching, no more guessing. Instead of scattered information across SMS messages, emails, and websites, users get one seamless experience.
We designed the “Locate Your Courier” feature, allowing customers to check the estimated delivery window. Instead of revealing the courier’s exact location, the app provides an estimated time range - for example, between 10:00 and 12:00. Delayed location updates, contextual safeguards, and dedicated rules prevent precise tracking, helping protect courier safety.
With the new app, users can do more than simply track their shipment - they can also decide where and how they want to receive it. The Story streamlined features that allow users to redirect shipments to a DHL BOX 24/7 locker or a POP service point, giving them greater control over the entire delivery process.
The result? Users gained a more convenient solution, while DHL reduced the number of customer service inquiries.
One app helped handle thousands of customer inquiries.