The Canada Post tracking experience is the most used application in the company ecosystem with an average of 50 million visits per year. Many new features have been added in the past 3 years, however, the team has never had the opportunity to consider them as a wholistic experience.
This project was focused on meeting business goals while fighting for user expectations with an extremely constrained budget. Due to ongoing postal workers strike and negotiations in 2025 there was uncertainty around funding and therefore many Canada Post design initiatives were put on hold.
The team was focused on shipping a new tracking experience designed in the new Canada Post M2 design system, while innovating wherever possible, providing new user paths towards our main business goals (Ads, 3rd party ride-alongs, and sign ins).
This project ended up losing it’s funding in the later part of 2024 and the team pivoted into journey mapping exercises. The work that was done became part of the future vision of track.
Responsible for research, development and design work for planning the future of the Canada Post tracking experience. Starting with co-design sessions and workshops. Involved in user testing, user research, card sorting.
Sketching, wireframing, prototyping, and design iterations in Figma as well as leading final hand off and all stakeholder presentations and meetings.
50 million visits per year, 3 million unique visitors
Conversion rate to sign in is below 5%
This project aims to increase sign in rates above to 5-10%
18 000 service calls monthly regarding tracking related questions or concerns
More than 40% opf those calls have to do with the current status of the package
This project aims to reduce this number drastically
