Case Study: Canada Post launches FlexDelivery™ to improve online package delivery with Phase 5

Canada Post launches FlexDelivery™ in a 3-week beta with Phase 5

Canada Post sought to build an eCommerce product set to meet the needs of online consumers and improve the package delivery experience. To achieve this, they required a comprehensive understanding of consumer values and commissioned the vendor, Phase 5, to leverage consumer insights for the development of their new FlexDelivery™ service.

Phase 5 implemented a multi-stage research approach including qualitative and quantitative studies, usability testing, and ethnographic research. This provided insights that confirmed FlexDelivery™ as a priority, guided the development of its registration process, and identified points of friction prior to launch. The outcome was the successful introduction of a service that gives consumers the convenience of having online purchases delivered to a post office of their choice.

Canada Post