Transforming Logistics and Express Delivery: A Case Study on the Implementation of a Digitized User Experience Management System

The evaluation of services rendered by corporations and the associated user experience is fundamentally predicated on the digitalization of experience via data integration. This process encapsulates the transformation of experiential expertise into an information-based, knowledge-driven, and intelligent model, which efficiently enables corporations to troubleshoot business challenges, generate business value, and swiftly identify and rectify issues. This also ensures that the provided services and products either meet or surpass user expectations. This study focuses on a customer experience digital management system's development and application within a Chinese logistics and courier service company. The research follows the process from the refinement of business operations and establishment of a user experience metrics framework to the utilization of a self-service analysis system for pinpointing areas of improvement and potential opportunities in the business process, thereby constructing a comprehensive experience management feedback loop. The study offers an in-depth exploration of the implementation and subsequent business value generated by the customer experience digital management system within the logistics and courier company context.