Case Study: FedEx achieves a superior branded retail experience with Ziba

FedEx cuts retail launch costs by 14% with Ziba

Ziba worked with FedEx, which was facing rising competition in overnight delivery. While efficient, their World Service Centers were not designed with the customer experience in mind and failed to fully leverage the FedEx brand, presenting a key opportunity for improvement.

Ziba's solution involved deep customer research to identify distinct user profiles, which informed a complete redesign of the retail spaces. This included a more intuitive layout and functional updates that streamlined workflows. The results were significant, reducing agent labor by 15-30% and cutting installation costs for new locations by 14%. The award-winning design became an enduring feature of FedEx's retail identity.

FedEx