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.
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.