DPD DIGITAL GROWTH STRATEGY

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CONFIDENTIAL  ·  DAVID VIERA  ·  2026

STAGE 1 OF 3
THE PLATFORM
APRIL 2026  ·  CONFIDENTIAL
send.dpd.co.uk
Stage 1  ·  The Platform Stage 2  ·  The Proposition Stage 3  ·  The Opportunity
0
FEATURES AUDITED
0
COMPETITORS ANALYSED
0
SECTIONS IN STRATEGY
Scroll to begin

send.dpd.co.uk was delivered as a project, not a product. It launched, it went live, and there is no plan, tools or resource for continuous improvement. Here are the consequences.

We are not just leaving revenue on the table. We are actively creating a poor experience that damages the DPD brand with every transaction. Current success runs on brand equity and clever PPC. Neither of those is a growth strategy.

Every bad interaction on send.dpd.co.uk does not stay on send.dpd.co.uk. It follows the customer everywhere they have a choice. To eBay. To Etsy. To every marketplace checkout. Even to the Post Office counter where they decide which carrier to trust with their parcel. Everything is connected.

A customer who has a poor experience on our platform does not just leave our platform. They leave our brand.

We are not fighting for one parcel. We are fighting to be the default choice at every checkout, on every platform, for every sender in the UK.

That battle is won or lost on experience.
And right now we are losing it quietly.

STRATEGIC INTENT

What this strategy
sets out to achieve.

01
FIX THE PLATFORM
Convert the traffic we already have. Every gap in the audit is a revenue opportunity we are currently giving away.
02
CONNECT THE PROPOSITION
Every part of the digital experience working together. Social, CRM, retargeting, self-service. A flywheel that compounds.
03
BUILD THE UNCOPYABLE
DPD Rewards. Collection tracking. Products that create loyalty, recurring revenue and a competitive moat nobody else has.
THE RESULT
The default choice.
For every sender.
Across Europe.

send.dpd.co.uk becomes the go-to direct parcel platform for UK consumers and SMEs. Trusted. Discoverable on Google and in AI search. Connected to CRM. Self-service that works. A self-sustaining growth engine and the blueprint for group rollout across Europe.

STAGE 1 OF 3

The Platform.

Fix what is broken. Convert the traffic we already have. Every gap documented and addressed.

EXECUTIVE SUMMARY  ·  WINS SO FAR

Wins so far.
This is just the start.

1st
Cookies on DPD UK
First ever on any DPD UK digital property
#1
Quick Quote Tool
1-click quote. Our own design, unique to market.
0%
Ad Spend Reduction
More revenue than P2G at half the spend
BEFORE AND AFTER  ·  THE RESKIN
BEFORE  ·  CURRENT SITE
Current
→
LAUNCHING APRIL 2026
Reskin

This is progress but… it just took far too long.

The design and content were complete in week one. Implementation took a single afternoon. The wait was nine months. In that time a human being was conceived, carried and delivered into the world. send.dpd.co.uk has no dedicated resource, no product owner and no roadmap. This strategy exists to change that.

THE COST OF ZERO DEDICATED RESOURCE
LIVE SITE AUDIT

What the site looks
like right now.

Direct observations from the live platform. Specific, evidenced, not hypothetical.

C
User Experience
Functional. Not optimised.
C+
Checkout
Works. Leaving money behind.
D
Page Speed
Conversion killer.
F
SEO / Visibility
Effectively invisible.
KEY GAPS THE RESKIN DOES NOT FIX
No checkout progress bar. Users have no idea how many steps remain.
GAP
No countdown to collection cutoff. Parcel2Go uses this. We do not.
GAP
No discount or promo code field. No acquisition or reactivation tool.
GAP
No live chat on checkout. Highest-value drop-off point unsupported.
GAP
No abandoned quote recovery. Every non-converting session is permanently gone.
GAP
No Meta Pixel. Every pound on social advertising is entirely unoptimised.
GAP
STAGE 1  ·  THE PLATFORM  ·  COMPETITIVE AUDIT

The gap. Documented.

75+ features audited across 6 competitors. Every checkout completed. Every gap documented. This is not secondary research.

LEGEND
✓Has it
~Partial
✗Missing
✗DPD missing (highlighted)
Every platform used first-hand. Every checkout completed.
CATEGORY FEATURE IMPACT DPD EVRI DHL P2G R.MAIL INPOST
44
FEATURES DPD IS MISSING
5
COMPETITORS AUDITED
3
FEATURES NOBODY HAS

Every competitor platform was used personally. Every checkout completed. Every gap documented first-hand. — David Viera, 2026

SEO AND TECHNICAL AUDIT

We are invisible
to Google.

CRITICAL FINDING

send.dpd.co.uk is a client-side React SPA. Google sees a blank page. The only indexed content is: "Send parcels from £2.99 with DPD." One line. For an entire commercial platform.

847
ORGANIC KEYWORDS
£8,400
MONTHLY SEO VALUE
FIX
REQUIRED
SSR NEEDED
EXAMPLE TOP SEARCH TERMS: OUR RANKING
Google
🔍
GEO AND AI SEARCH  ·  THE NEXT VISIBILITY THREAT

Search is changing.
We are not in
the conversation.

When someone asks ChatGPT or Perplexity "who is the best parcel delivery service in the UK?" they get a synthesised answer. We have zero content to put in that answer.

156
INDEXED CONTENT PAGES
0
FAQ OR BLOG POSTS
AI SEARCH Perplexity / ChatGPT

AI

AI

Invisible to Google today. Invisible to AI tomorrow. This window is open right now and closing fast.

COMPETITIVE LANDSCAPE  ·  RETARGETING

Retargeting: our
biggest blind spot.

Retargeting converts 3 to 5x better than cold acquisition. Every customer we do not bring back is revenue we already paid for.

12
RETARGETING MECHANISMS IN PLACE
Industry norm: 4 to 6
MISSING
£?m
LEFT ON THE TABLE
Every year. Untracked.
UNQUANTIFIED
Meta Pixel
Evri, DHL, P2G, Royal Mail and InPost all have one. Every pound on social is unoptimised.
ABSENT
Abandoned Quote Email
Industry recovery rate 8 to 15%. We recover zero.
ABSENT
Save Quote Link
Any user who does not convert on first visit is gone forever.
ABSENT
Exit Intent Popup
Trivial front-end build. P2G uses it. We do not.
ABSENT
Repeat Send Reminder
Post-delivery repeat conversion prompt. P2G has this.
ABSENT

“The most expensive customer is the one you already paid to acquire and never spoke to again.”

— DAVID VIERA
CX AND ACCOUNT MANAGEMENT

We have created a customer
disloyalty programme.

The changes on this roadmap are not cosmetic. Every one is a conversion or retention fix. The back-end is as broken as the front.

THE BROKEN PIPELINE
Data comes in. Nothing reaches the other side.
⚠ URGENT

Cancelled labels can still be used to send parcels. We are issuing free sends with zero controls. Urgent fix required.

Account self-management is broken
Customers who want to update details or manage labels cannot without calling support.
No CRM or Salesforce connection
High-volume senders generate data that goes nowhere. No account team triggers.
No post-purchase journey
After a parcel is sent, the relationship ends. No nudge, no reward, no reason to return.
All changes designed for conversion
Every roadmap item is a deliberate CX and revenue optimisation. Commercial, not cosmetic.
ZERO LOYALTY MECHANICS

No retention. No rewards. No reason to return. Every sender who leaves is a relationship we never built.

COMPETITIVE LANDSCAPE

Behind on basics.
Not just innovation.

Feature audit across 4 key competitors. Full 75-feature analysis available in the supporting spreadsheet.

Category DPD EvriP2Go DHL
Retargeting✗✓✓✓
Business Tools✗✓✓✓
International✗~✓✓
Homepage and Trust~✓✓✓
Checkout UX~✓✓✓
Analytics~✓✓✓
Post-Purchase✗✓~~
Payments~✓✓✓
✓ Strong / complete
~ Partial / in progress
✗ Missing gap to close
Full 75-feature analysis available in the supporting spreadsheet
COST OF INACTION

What happens if this
sits in a drawer.

Traffic lost forever
No Pixel, no retargeting, no save-quote. Every non-converting visitor is permanently gone.
SEO gap compounds daily
Competitors build indexed content. We do not. The cost to catch up grows every month.
SME customers leave
Without bulk tools and integrations, high-LTV senders find a competitor. They will not return.
Paid media stays blind
Without the Meta Pixel, every pound on social advertising is entirely unoptimised.
Trust gap widens
Every month without trust signals compounds. First impressions keep being lost.
We cannot iterate
No heatmaps. No A/B tests. No session replay. Competitors sprint. We stand still.
COST OF INACTION

Track to the future.

Derived from hands-on product testing across all major platforms, search term volume analysis, technical SEO audits, conversion funnel benchmarking, paid social spend modelling, and category-level keyword trend data. This is not secondary research. Every competitor has been used. Every checkout completed. Every gap documented. A David Viera prediction... no DeLorean required.

InPost
Best marketing. Cheapest product. Owns Gen Z and frequent senders. Will face capacity and quality issues at scale.
Royal Mail
Big investment cycle. Universal reach and trust make them dangerous when they get digital right.
Evri
Solid but plateauing. Brand perception issues limiting growth ceiling.
DHL
Expensive and not a pure C2C proposition. Strong internationally but limited consumer appeal.
P2G
Flawed model. They never own the customer and margins are being squeezed from both sides.
DPD
Best brand in the market. Gradual decline without dedicated investment or roadmap.
STAGE 2 OF 3

The Proposition.

Connect the platform to a strategy. Build the flywheel. Own the customer relationship.

STRATEGIC PILLARS

Three pillars.
One direction.

01
Convert Existing Traffic
✓Meta Pixel and retargeting
✓Abandoned quote recovery
✓Live help on checkout
✓Exit intent and save quote
✓Trust signals and checkout UX
02
Add Key Features
✓Printerless / QR labels
✓Discount and promo codes
✓Marketplace integrations
✓International tools
✓Business page and bulk tools
03
Build the Team
✓Head of Ecommerce (immediate)
✓Dedicated Front-End Developer
✓Dedicated Back-End Developer
✓Analytics resource
✓SEO and Content
PHASED ROADMAP

Phase 1: Quick wins
and foundations.

0 to 6 months. Estimated aggregate uplift: 25 to 45% conversion improvement.

10-20%
SEO and Homepage
DESIGN
5-12%
Abandoned Quote
BACK-END
5-8%
Live Help
IN PROGRESS
4-20%
Meta Pixel
QUICK WIN
4-7%
Save Quote
BACK-END
5-10%
Business Page
BACK-END
3-6%
Self-Service Fix
BACK-END
2-5%
Trustpilot and CTA
QUICK WIN
SUCCESS METRICS

What good looks like.

Achievable targets. Not stretch goals invented to impress.

Quote Start Rate+15-25% YoY
Checkout Completion+10-20% YoY
Abandoned Quote Recovery>8% recovered
Repeat Sender Rate+20% YoY
Organic Traffic+30-50% in 12 months
ROAS Paid SocialMeasurable in 60 days
Core Web VitalsGreen all pages
SME Sign-upsNew KPI from day 1
STAGE 1  ·  THE PLATFORM

Revenue uplift calculator.

Adjust the inputs to model the impact of Phase 1 quick wins on monthly revenue. Conservative estimates based on industry benchmarks.

YOUR CURRENT NUMBERS
600,000
100k2M
2.8%
0.5%8%
£16.00
£5£60
PHASE 1 QUICK WINS
CURRENT MONTHLY REVENUE
£0
0 orders per month
PROJECTED MONTHLY REVENUE
£0
0 orders per month
ESTIMATED ANNUAL UPLIFT
£0
vs current baseline
UPLIFT BREAKDOWN

* send.dpd.co.uk generates approximately £12M in annual revenue. This calculator models the incremental uplift achievable through Phase 1 optimisation. Conservative estimates based on Baymard Institute, HubSpot and Econsultancy benchmarks.

WHAT IS NEEDED

Resource is not a cost.
It is a multiplier.

Phase 1 was delivered with zero dedicated resource. The platform already outperforms P2G. Imagine what Phase 3 looks like with a proper team behind it.
Head of Ecommerce
Owns the platform commercially and technically. Roadmap, P&L, team and delivery. The single most critical hire.
IMMEDIATE
Front-End Developer
UX improvements, A/B tests, CTA optimisation, mobile experience and trust signals.
IMMEDIATE
Back-End Developer
Retargeting infrastructure, account self-service fix, API work, SSR implementation.
PHASE 2
Analytics Resource
KPI dashboard, GA4, testing framework, conversion reporting and CRM data pipelines.
PHASE 2
SEO and Content
Blog, technical SEO, landing pages, GEO content strategy and organic traffic growth.
PHASE 2
Recommendation: Retain Bright Skull Media as the digital agency partner. Work more closely with them on execution and ask them to formally train the existing marketing team on digital as part of the monthly business review. Capability building should be a contractual deliverable, not an afterthought.
STAGE 3 OF 3

The Opportunity.

Build what nobody else has built. This is where the platform becomes a product.

3
GET READY
BEYOND THE CATCH-UP PLAN

Buckle
up.

Here is the part of the journey
nobody else is talking about.

NEW FEATURE CONCEPT

Anyone can track a delivery.
Nobody tracks a collection.

Right now when a DPD driver comes to collect your parcel you have no idea if they are 2 minutes away or 2 hours away. You rearrange your day around a window. You wait. You hope. We already have the technology. We just never pointed it at collections.

📍
Live driver location
Exactly like Follow My Parcel. But for your collection.
🔔
3 stops away alert
SMS and push. Be ready. Not waiting.
🔄
Rebook in real time
Miss it? Reschedule without calling anyone.
🏪
Retail client ready
Any business using DPD collections can offer this.

DPD already has Follow My Parcel for deliveries. This is the same technology. Pointed the other way. Nobody in the UK has done it.

THE BIG PICTURE  ·  DIGITAL OWNERSHIP

We are not building
a website. We are
building a loop.

Every part of DPD's digital presence should be connected. On the left what exists today. On the right the connected proposition we build.

RIGHT NOW 🔥 Nothing connects. It is on fire.
THE CONNECTED PROPOSITION One loop. Everything flows.
Connect the proposition. Own the customer. 🏆
THE BIG PICTURE  ·  SOCIAL MEDIA

Social is not a
lead magnet.

WHAT IS HAPPENING NOW
TikTok and Instagram content entertains. None of it drives quote starts.
LinkedIn posts get likes from DPD staff and nobody else.
Zero connection between any social channel and the sending platform.
No Pixel means no retargeting of social audiences. Ever.
WHAT IT SHOULD DO
Paid social drives warm traffic to the platform with measurable ROAS.
Pixel builds lookalike audiences from people who actually converted.
Organic content answers parcel questions and ranks in GEO.
Every post is a potential quote start. Every follower a potential sender.

THE BIG PICTURE  ·  SME OPPORTUNITY

The consumer platform
is our best SME tool.
We are not using it.

Every

SME sender

on send.dpd.co.uk is a potential account customer.

No way to identify them. No business journey. No tools to retain them.

ZERO SME TOOLING
Dedicated Business Page
SME landing with clear benefits, volume pricing and a separate onboarding journey.
Bulk Label Creation
Saves time for frequent shippers. Evri, DHL and P2G all have this. We do not.
Marketplace Integrations
Shopify, eBay, Etsy. Automates label creation. Drives volume and retention.
Volume Discounts and Tiers
Visible tier progression that incentivises senders to consolidate volume with DPD.
THE ICEBERG PROBLEM
STAGE 3  ·  THE OPPORTUNITY

The product nobody
has built. Until now.

INTRODUCING
DPD REWARDS
£4.99
per month
Amazon Prime for parcel senders. Nobody else has it.
📦
Discounted sends
Better rates on every parcel, automatically
💰
Send credits
Every parcel earns credit toward the next
☕
Free coffee
Monthly Greggs or Costa on us
⚡
Priority collection
Jump the queue. Your time matters
🎯
Partner discounts
Packaging, insurance, business tools
👤
Dedicated account
No phone queues. Direct support

Stop competing on price per parcel. Start competing on loyalty. One subscription. Six reasons to never leave.

£599k
ARR AT 10,000 SUBSCRIBERS
£3M
ARR AT 50,000 SUBSCRIBERS
0
COMPETITORS WITH THIS

Evri cannot do this. P2G cannot do this. InPost cannot do this. Only DPD owns both the platform and the delivery margin to fund it.

THE BIG PICTURE  ·  GROUP OPPORTUNITY

Whatever we build
here, we build
for Europe.

The UK is the pilot. The prize is the group.

UK France Germany NL DPD GROUP lighting up one market at a time DPD market Connected Live link UK IS THE PILOT THE PRIZE IS THE GROUP
THE END GAME

send.dpd.co.uk becomes the owned direct channel connecting every UK consumer and SME to DPD. A self-sustaining growth engine with loyal customers, measurable ROAS, organic discovery, CRM-connected data and group-ready architecture. A digital franchise.

CLOSING STATEMENT

The platform is ready
to become what DPD
deserves.

Thank you for the opportunity. I have genuinely enjoyed my time at DPD and the people I have worked with. This strategy is my parting gift. I hope one day our paths cross again. Wishing you every success.

David Viera
Strategic Lead, Growth and Digital  ·  DPD Online  ·  2026
Built during notice period. No IT delays required.
○ ONE FINAL CHOICE ○

Choose wisely.

What happens next. is up to you.

RED PILL
Take the strategy
or
BLUE PILL
Take your chances