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    Post Office

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    Arun Kumar
    The document discusses redesigning the Post Office's Crown Post Offices to create a more effective and efficient customer experience over the next ten years. An agency called 'i-am' used tools to identify opportunities for investment and designed a scalable solution to enhance the customer experience, including removing infamous standing queues. The new experience has been designed and is now being rolled out across the Post Office network.

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    Post Office

    Uploaded by

    Arun Kumar
    43 views1 page
    The document discusses redesigning the Post Office's Crown Post Offices to create a more effective and efficient customer experience over the next ten years. An agency called 'i-am' used tools to identify opportunities for investment and designed a scalable solution to enhance the customer experience, including removing infamous standing queues. The new experience has been designed and is now being rolled out across the Post Office network.

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    The document discusses redesigning the Post Office's Crown Post Offices to create a more effective and efficient customer experience over the next ten years. An agency called 'i-am' used tools to identify opportunities for investment and designed a scalable solution to enhance the customer experience, including removing infamous standing queues. The new experience has been designed and is now being rolled out across the Post Office network.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    43 views1 page

    Post Office

    Uploaded by

    Arun Kumar
    The document discusses redesigning the Post Office's Crown Post Offices to create a more effective and efficient customer experience over the next ten years. An agency called 'i-am' used tools to identify opportunities for investment and designed a scalable solution to enhance the customer experience, including removing infamous standing queues. The new experience has been designed and is now being rolled out across the Post Office network.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 1

    Post Office

    For many years one of the most trusted brands in Britain, the UK Post Office is going through the biggest changes it has ever faced. The arrival of new competitors, the changing needs of consumers and the arrival of email and web have meant that the past decade has been one of transformation. The next decade is likely to be even more so. The Brief: i-am were asked to re-design and re-think the Crown Post Offices - the 600 main sites that are so well known across the cities and towns of the UK. To create an experience that is both effective and efficient and one that will build the Post Office brand perception over the next ten years. The Solution: 'i-am' used their Customer Journey and Mind Map tools to identify the main areas of opportunity where investment would produce the best returns. 'i-am' then designed a scalable solution that could be implemented across all sites and would significantly enhance the customer experience. As part of this solution it became an objective to remove the infamous standing queues from the Post Office, a goal that has now become a reality. The Result: The new experience has now been designed. The staff are being trained on the new approach to customer service and how to use the new operating environments. The ideas that 'i-am' have developed are now being rolled out across the nation's Post Office network.

    i-am associates, 66 leonard street, london, ec2a 4lw tel: +44 (0) 20 7613 4114 fax: +44 (0) 20 7613 4224 web: i-amonline.com

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