A user centred approach to improve one of Great Britain's most traditional institutions.

1. Post Office
A Hyper Island Project
A user centred approach to
improve one of Great Britain’s
most traditional institutions.
Rubens Filho, Vitor Godinho,
Katy Jackson, Jenny Hughes, Maria Mayor.

2. WE SET OUR TASK
The Post Office
has to become
relevant again.

3. WE DID OUR RESEARCH “Twice
a year,
becaus
Perception of all th
queues e
e
overshadows
...”
experience
“The pillarboxes and phone
boxes remain, but as the letter
vanishes as an instrument of
y
meaningful correspondence, hardl
“I t,
use i twice
so does the Post Office itself.”
Ian Jack only r”
guardian.co.uk, Friday 6 April 2012
a yea

4. WE GAINED AN INSIGHT
Community action can
make life easier.

5. TASK + INSIGHT = OUR STRATEGY

6. STRATEGY
By harnessing people
power we can make the
Post Office relevant again.

7. Perception:
“Waste of time”

8. OUR APPROACH...
The queue is the ideal place
to turn negative perception
into positive care.

9. THE BIG IDEA
return
to sender

10. Let’s return to people the time
they spend in the queue.

11. In December we
count the time Post
Office customers
spent in line.
All over the UK.

12. HOURS
This time will be ‘given back’ to the customers
via community projects which they vote on.
140:40:20 70:20:10 90:35:16
Big British Garden Project Landmark restorations Childrens summer events

13. Post Office
staff will be the
volunteers working
on the chosen
projects.

14. It’s not just about customers
Staff are the greatest resource the Post Office has,
and their involvement and participation is key:
Suggesting community projects.
Engaging in their communities.
Sabbatical to work within their chosen project.
Sharing their stories online and on staff TV.

15. HOW MUCH TIME?
420 Minutes 1 Days Work

16. SO...
How does this affect the
customer in December?

17. CROWN
Branches
Customer Experience
1 2 3

21. 1 2 3

22. THE RIPPLE EFFECT
People able to track exactly where
their time is invested.
People view the website and ‘like’
their favourite project.
People see #returntosender
trending on twitter.

23. LOCAL/MAIN
Branches

24. A better experience at the Post Office. What’s in
Interacting with the Post Office it for the
in a new way.
consumer?
Engaging with and benefitting
from local projects.
A sense of belonging.
Opportuntity to take ownership of
community projects and create a
lasting legacy.

25. Enhances trust.
Demonstrates they value their What’s in
customer’s time.
it for the
Incentivises staff to reengage.
Post Office?
Positive publicity.
Exposing weakness reveals human side.
Changes view of perceived queue
time vs actual queue time.
Shows engagement with digital.
Rewards customers.
Confirms Post Office status at the
heart of community.

26. We care