GoTrack.
Introduction
When I was working with GoSweetSpot, a leading New Zealand shipping platform, we noticed a growing demand from our clients. Many online retailers were asking for a better way for their customers to track parcels. Existing courier tools were functional, but the experience was fragmented, inconsistent, and often confusing for end users.
That’s where the idea for GoTrack came in a platform designed to make parcel tracking effortless while strengthening both retailer and GoSweetSpot branding.
The Problem
Retail customers typically receive a tracking email once their order is shipped. From there, they’re redirected to a courier site that:
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Looks different from the store they purchased from
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Uses courier-specific jargon many customers don’t understand
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Doesn’t always provide real-time or consistent updates
For retailers, this created several challenges:
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Increased customer support tickets asking “Where is my parcel?”
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Missed opportunities to reinforce their brand post-purchase
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A reliance on courier systems they couldn’t customise
Our goal was to design a solution that addressed both customer frustrations and retailer needs.
Research & Insights
Through conversations with retailers and customer support teams, a few key insights stood out:
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Customers wanted one place to track all parcels, regardless of courier.
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The first impression came from the tracking email, so this touchpoint was crucial.
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Retailers wanted control over how their brand appeared throughout the tracking journey.
These findings shaped the foundation of our design approach.
The Solution
We created GoTrack, a cross-platform parcel tracking tool available on both desktop and mobile.
The journey begins with the branded tracking email. Customers can:
Click through to a web-based tracker for a one-time update, or
Download the GoTrack mobile app for ongoing real-time tracking
To give retailers ownership of the experience, we introduced a custom branding feature. Each retailer could:
Upload their own hero image
Add their logo
Select brand colours
This ensured that every parcel tracking page looked and felt like an extension of the retailer’s own store, even when powered by GoSweetSpot.
Key Features
Unified Tracking: Integration with all major NZ courier companies for consistent updates
Cross-Platform Access: Responsive web platform and dedicated mobile app
Custom Branding: Hero image, logo, and colour palette aligned with retailer identity
Social Media Integration: Retailer branding carried through to shareable parcel links
Real-Time Updates: Live status and push notifications on mobile
Streamlined User Flow: From email to delivery confirmation in just a few taps
Results & Impact
The introduction of GoTrack had an immediate impact:
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Fewer Support Tickets: Retailers reported a significant drop in “Where is my parcel?” enquiries
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Higher Customer Trust: Customers appreciated the clarity and consistency of updates
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Stronger Branding: Retailers gained a branded post-purchase touchpoint, and GoSweetSpot’s name became more visible to end customers
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Scalability: GoTrack handled thousands of daily parcel checks without compromising performance
Reflection
GoTrack was more than just a tracking tool, it was a way to extend the customer journey beyond checkout. By focusing on usability and brand alignment, we created a solution that met customer needs, reduced retailer pain points, and enhanced GoSweetSpot’s position in the New Zealand logistics market.
Download GoTrack
Keep track with GoTrack! Thousands of businesses use the GoSweetSpot courier solution. When they send parcels to you, GoTrack will automatically send you a notification. No need to fumble with tracking numbers, just check the app to find out where your parcel is currently sitting.
