← All work

03

Post Office Innovation

I was a founding member of the customer experience team when Post Office Innovation launched. We defined the strategy for, and designed, a new mobile offering for the organisation's financial services and travel divisions, and ran discovery streams with other parts of the business to find new ways to create value for customers.

Client
Post Office
Role
Founding member, customer experience team
Divisions
Travel, financial services, mail
Platform
Mobile app
Team
Post Office Innovation
Scope
Strategy, Service design, UX, UI
Grid of Post Office Travel app screens: home, insurance quotes, Travel Money Card transactions, policies, top-up, currency selection and onboarding.
Grid of Post Office mail app screens: home, nearby branches with popular times, parcel sizes, print at home, weight selector, prohibited items and a personal dashboard.
01

The opportunity

Customers trust the Post Office, but most of its services still meant a trip to a branch. Travel money, insurance and mail were each separate, paper-heavy experiences. The aim was a mobile offering that connected them.

02

My role

A founding member of the customer experience team, shaping what we should build as well as how it should work, across strategy, service design, UX and UI.

03

Approach

  • Map the service, not just the screens, including branches, staff and handover.
  • Sketch widely, then narrow down in team critiques.
  • Test early with customers in the research lab.
A wall of colour-coded sticky notes mapping the future mail sending experience, with a person adding a note.
Mapping the future mail sending experience, end to end.
Paper sketches of parcel size selection, prohibited items and dashboard screens pinned above a journey of sticky notes.
Sketches pinned to the journey they support.
Hand-drawn dashboard sketch showing a parcel ready to send, branch drop-off with a barcode, and a first-send reward.
Early dashboard concepts: from 'ready to send' to branch drop-off.
04

Outcome

A clear strategy and tested designs for two mobile experiences: a travel companion built around the Travel Money Card, and a new way to send and receive mail connected to the branch network. Our discovery streams laid the groundwork for the innovation team’s roadmap.

A research observation room with screens showing a moderated session and a participant using the Travel Money prototype.
Moderated research sessions with the Travel Money prototype.
Detailed app flow map covering intro, registration, account recovery and re-access, with decision points between screens.
Full flows for registration, account recovery and re-access.