1. Seeing Services
Royal Mail Postal Service
Jen, Rumi, James,
Greig, Kirsty
Seeing Services.
11.01.08

2. Seeing Services
Royal Mail Postal Service
public service established system
experienced by everyone commercial business
little alternative lots of good and bad points of service
Jen, Rumi, James,
Greig, Kirsty
Seeing Services.
11.01.08

3. Seeing Services
Steps of using service
NEWSAGENTS
19
?
rong
Mr W g Street
Wron
FWD
posting processing recieving
£ ?
Royal Mail
specialdelivery
Jen, Rumi, James,
Greig, Kirsty
Seeing Services.
11.01.08

4. Seeing Services
Steps of using service
NEWSAGENTS
19
?
rong
Mr W g Street
Wron
FWD
posting processing recieving
£ ?
Royal Mail
specialdelivery
Jen, Rumi, James,
Greig, Kirsty
Seeing Services.
11.01.08

5. Seeing Services
Steps of using service
NEWSAGENTS
19
?
rong
Mr W g Street
Wron
FWD
posting processing recieving
£ ?
Royal Mail
specialdelivery
Jen, Rumi, James,
Greig, Kirsty
Seeing Services.
11.01.08

6. Seeing Services
Steps of using service
NEWSAGENTS
19
?
rong
Mr W g Street
Wron
FWD
posting processing recieving
£ ?
Royal Mail
specialdelivery
Jen, Rumi, James,
Greig, Kirsty
Seeing Services.
11.01.08

7. Seeing Services
Touchpoints
Jen, Rumi, James,
Greig, Kirsty
Seeing Services.
11.01.08

8. Seeing Services
Relationships and Interactions
personal
customers
small mail order
businesses delivery
large
corporations
Jen, Rumi, James,
Greig, Kirsty
Seeing Services.
11.01.08

9. Seeing Services
Relationships and Interactions
post
office
personal
staff
customers
small mail order
businesses delivery
large
corporations
postal
workers
Jen, Rumi, James,
Greig, Kirsty
Seeing Services.
11.01.08

10. Seeing Services
Relationships and Interactions
web
service
post providers
office
personal
staff
customers call
small mail order centre
businesses delivery staff
large
product corporations
providers
sorting
office
postal staff
workers
out
sourced Jen, Rumi, James,
delivery Greig, Kirsty
Seeing Services.
11.01.08

11. Seeing Services
Relationships and Interactions
web
royal mail service
policy post providers
makers office
personal
staff
customers call
small mail order centre
businesses delivery staff
large
product corporations
providers
sorting
office
postal staff
workers
out
sourced Jen, Rumi, James,
delivery Greig, Kirsty
Seeing Services.
11.01.08

12. Seeing Services
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Jen, Rumi, James,
Greig, Kirsty
Seeing Services.
11.01.08

13. Seeing Services
User Personas
pro le 1 pro le 4
Edward Louise
FEMALE
MALE Student
Business man Early 20’s
Late 30’s Lives in Westend of Glasgow
Lives outside Glasgow
Louise has now lived in the west end of Glasgow for 3 years and is
Edward has lived outside of Glasgow all his life. He commutes from
in here final year at university studying law. She originally came
the Bridge Of Weir, which is past the west side of Glasgow.
from Perthshire, which is a change from the big city.
His job involves working in an office in the centre of the city
Her course requires her to send legal documents all around the
where he works for an insurance company. Lot of his work is done
country. As well has her course, her mum uses the post service to
over the internet but the business still provides a mail service to
send bits of things from home, because its much easier than driving
its customers. His wife buys a lot of things off the internet. back and forth.
Views Views
WAIT
HERE
PLEASE
Time of delivery Rapport with postman City Vs Country Time in post office collection of parcels Missing letters
Jen, Rumi, James,
Greig, Kirsty
Seeing Services.
11.01.08

14. Seeing Services
User Experience
Granny is going to send a birthday present
for her grandson.
MISSED PARCEL!!
Granny lives in the countryside. At her grandson’s home, he is waiting for Post has arrived, however no one was at He has to go to royal mail to collect his
She walks a long way to get to the post weighing and paying for her parcel to send. his birthday present from his granny. home. parcel in the day time because they close
at night time.
Finally he has got his parcel. He was
happy with the present from his granny! Jen, Rumi, James,
Greig, Kirsty
Seeing Services.
11.01.08

15. Seeing Services
How to improve the service
Individual Over the Whole Organisation
Focus on Fundamentals Lost Parcels
Over-expansion Communication
Delivery Slot Selection
Flexibility Lack of Trust
Additional Depot Opening Hours
“Sorry we Missed You” Current Issues and Potential Solutions Queuing
Alternative Delivery Times
Self Service
Improve Manners Next Day Delivery
...
Tracking
... Jen, Rumi, James,
Greig, Kirsty
Re-Training Seeing Services.
11.01.08