Amsterdam

Krijn Taconiskade 412
1087HW Amsterdam
The Netherlands
Route

Eindhoven

Igluu, Lichttoren 32
5611BJ Eindhoven
The Netherlands
Route
Logo client

Digital customer experience for

Postal
Services

Challenge

We help PostNL to achieve digital transformation of consumer postal services from retail to online. From mapping out the entire customer experience to UX design delivery for web, mobile and retail.

Our role

User
insights
Customer
journey
Proof of
concept
Digital UX design Experience
strategy
Co-creation

Our primary role at PostNL is to continuously evolve the design of digital services using customer journeys, service blueprints and customer feedback as key inputs.

Customer journey

We map out customer journeys for the core services and plot current pain-points and opportunities. Our service blueprints then link these to the back-end proces to facilitate the roadmap discussions.

Proof of concept

We help drive innovation using a lean service design approach to deliver proof-of-concept services for validation with real customers in a beta pilot.

PostNL-desktop-red

Digital UX design

As part of an agile team with development partners we deliver the UX design for iOS & Android apps and responsive web.

PostNL-Mobiel-Zoek-zending
PostNL-Mobiel-Brief-versturen

Experience strategy

We support strategy definition by bringing to life a customer experience vision using our holistic service design approach. This can be a demo, presentation, film or animation.

Result

+78%
Online sales

Since the launch of the newly designed consumer service, online sales of parcel labels have significantly increased.

Please turn your device