Design furniture and merchandising - deployment process

In highly constrained, multi-category post offices, how can the mobile products and services be implemented to allow the service to transform its image... and then organise the roll-out and maintenance at national level?
How do you promote your mobile products and services while also improving the customer experience?

Our approach

To initiate the transformation, our Define division analysed the post office experience (brands, flows, customer types, multiple configurations), and then interviewed all the key players at head office and in the field. We then carried out benchmarking in the telephony sector.

The findings from this analysis enabled the Design division to create some highly experiential furnishings that combined the needs of customers and those of the brand: a merchandising and service tool for employees!

20 post offices were used as test sites to assess customer and sales team satisfaction.

The Define division conducted collaborative workshops with all the stakeholders to organise the roll-out of the furnishings and drafted all the operational processes and RAMs (responsibility assignment matrices) to guarantee the perfect maintenance of such in the long term.

The result

A sales team revitalised by the new furnishings, which showcases expertise as much as products.

The success of the test phase led to the roll-out of the furnishings to over 400 post offices by 2024.

« We benefited from the expertise of an enthusiastic, attentive and responsive team from the design studies, through to prototyping, on-site testing and finally roll-out. We are delighted with this collaboration, which has produced excellent results for our new concept, both in terms of sales growth and improved customer experience. »
Nina and Jean
Director Marketing & e-Commerce and Director Customer Quality & Experience

Behind the scenes of the project

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