A new user-friendly website for a
user-friendly shipping company

  • WordPress website
  • Responsive website
  • Bootstrap framework
  • Content audit
  • UI/UX
  • Clever quoting functionality
  • Store search
  • Cookie based visitor customisation
  • Google reviews

“As PACK & SEND service centres pride themselves on their excellent customer service and great value; we were keen to find a web agency that lives these values too. Rouge hit the mark! They are professional, organised and masters at managing the complexities of building an excellent web presence which not only looks great but delivers on our functional demands as well.”

Graeme Rhodes Head of Marketing at Pack & Send

Graeme Rhodes - Marketing manager

What we did

Pack & Send put out an invitation to web design agencies to redesign and redevelop their new website. Rouge were chosen to deliver the website project after presenting proposed improvements to the UX, resulting in easier user journeys along with some exciting mobile-first creative web designs.

The brief was to update the Pack & Send website to fall more visually in-line with the Australian ‘parent’ site. At the same time, the UK site required a thorough content audit to ensure users could easily navigate to the right place with minimal effort. Navigation to some pages was tricky as some links were hidden within blocks of content, so a thorough review of the sitemap and introduction of a more intuitive navigation was needed.

Our design concepts were influenced by the Australian Pack & Send site but it was important to not directly replicate the Australian design. The final site design took influence from the parent site but was given its own look and feel, aimed at the UK customers and franchisees. Messaging and imagery focused heavily on people and how straightforward Pack & Send makes sending their precious and valuable items.

It was paramount that getting a quote was as simple as I could be. Users are presented with a ‘quick start’ quote function on key pages which feeds into the main quote functionality. We streamlined the process using a step-by-step approach, breaking down the form into smaller incremental sections. At each step of the process, the user can track their progress through the web form.

The quote form has been completely rebuilt for the new website and now captures hidden information that tracks users’ session information, such as referral page URLs and Google Adwords campaign tracking keys (useful information to ensure that advertised is targeted). Another benefit of rebuilding the quote form is that we are now able to automate how form fields are populated. If PACK & SEND open a new Service Centre, that new location is automatically added to the drop-down of stores on the quote form. This field is also automatically populated with the ‘most recently visitor Service Centre page’ cookie.

Custom export functionality was created to allow the website administrators to export all of the user data with a simple click of a button. The export data has been formatted to plug straight in to PACK & SEND’s current CRM.

Key to their new site (and key to their franchisees) were the Service Centre pages. The site features a store-finder function that breaks down Service Centres in to regional areas via a map and region tabs. This makes it easy to find local centres but also aides overseas customers in finding Centres that are local to their delivery areas. Utilising browser session cookies, the Service Centre pages act as a control for the phone number in the blue menu bar. The last Service Centre page a user visits will store a cookie and set the phone number and name of the store in the menu bar which will be carried through all of the pages on the website. This is particularly helpful if you arrive directly on a Service Centre page from a search engine – the store contact details will be always available without having to navigate back to the store page or to the contact page.

With SEO and Google Adwords being the main marketing channels for Pack and Send, minimising any drop in rankings while launching the new website was paramount. Being SEO experts, Rouge have designed and developed a mobile optimised, fast loading and accessible website that will be the foundation of all ongoing online and offline marketing activities – onwards and upwards for Pack and Send!


308 pages down to 229

content streamlined whilst retaining valuable SEO content


New logo... tick. New website... tick. Another happy client... big tick.

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