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