Post Office Service Analysis

Seeing ServicesRoyal Mail Postal Service

Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08

Seeing ServicesRoyal Mail Postal Service

public service

commercial businessexperienced by everyone

little alternative

established system

lots of good and bad points of service


Seeing ServicesSteps of using service

posting recieving

£

Royal Mailspecialdelivery

?

processing

?

Mr Wrong

Wrong Street

FWD

NEWSAGENTS

19


posting recieving

£

Royal Mailspecialdelivery

?

processing

?

Mr Wrong

Wrong Street

FWD

NEWSAGENTS

19

Seeing ServicesSteps of using service


Seeing ServicesTouchpoints


smallbusinesses

mail orderdelivery

large corporations

personalcustomers

Seeing ServicesRelationships and Interactions


smallbusinesses

mail orderdelivery

large corporations

personalcustomers


post office staff

postal workers


smallbusinesses

mail orderdelivery

large corporations

personalcustomers


post office staff

postal workers

sorting office staff

call centre staff

web service providers

out sourceddelivery

product providers


royal mail policymakers

smallbusinesses

mail orderdelivery

large corporations

personalcustomers

post office staff

postal workers

sorting office staff

call centre staff

web service providers

out sourceddelivery

product providers



Seeing ServicesUser Personas pro�le 7

Louise FEMALEStudentEarly 20’sLives in Westend of Glasgow

Louise has now lived in the west end of Glasgow for 3 years and is in here final year at univer-sity studying law. She originally came from Perthshire, which is a change from the big city.

Her course requires her to send legal documents all around the country. As well has her course, her mum uses the post service to send bits of things from home, because its much easier than driving back and forth.

pro�le 2

pro�le 1

Edward

MALE

Business

man

Late 30’

s

Lives ou

tside Gl

asgow

Edward h

as lived

outside

of Glas

gow all

his

life. He

from th

e Bridge

Of Weir

, which

is past

the west

side of

Glasgow

.

His job

involves

working

in an o

ffice in

the

centre o

f the ci

ty where

he work

s for an

insur-

ance com

pany. Lo

t of his

work is

done ov

er the

internet

but the

busines

s still

provides

a mail

service

to its c

ustomers

. His wi

fe buys

a lot of

things o

ff the i

nternet.

pro�le 3

Clarise FEMALERetired 80’sFrom Glasgow

No previous problems with Royal Mail.

Used to using her local service in Cumbernauld,

as opposed to the city centre.Does not feel there is a discernable difference

between services in the two areas.

Brother worked for Royal Mail as a postman -

“He’s the one to ask”.She left early today, as she didn’t have time to

wait in the queue for a long time.

She feels that anyone of her generation will say

the same - that the service has declined in

quality over the years. Needs...

Only needs to send letters and parcels.

Doesn’t want to waste time standing in long

queues.Back to how it was when i was younger.

pro�le 8

MALETraffic wardenLate 50’sLives outside Glasgow.

He lives in the country.

Has had no problem with the royal mail, he puts

this down to the fact that he has a rapport with

the local postman. The postman frequently leaves

post with the next door neighbour if know one is

in the house.And signs for his parcels.

Can understand how it may be different in the

city.

pro�le 4

IanMALEStudent

Early 20’s

Lives in Glasg

ow

What a farce,

call themselve

s civil servan

ts to

the public. Th

ese so called

temps employed

by

the royal mail

is a sham, fo

r e.g. posting

my

important and

confidential l

etters through

my

bottom flat ne

ighbours door

because they c

ant be

bothered to wa

lk up three fl

ights of stair

s.

Don’t take the

job on if you

can’t do it p

rop-

erly. Not ever

yone has neigh

bours that are

as

honest as we w

ould like them

to be and I d

on’t

appreciate the

rest of my st

reet knowing m

y

personal busin

ess.

Not a happy cu

stomer.

Louise

pro�le 6

pro�le 5

Linford MALEFiremanEarly 30’s

From GlasgowFairly happy with the service.

Not entirely convinced that his parcels will be

delivered on time.

His views come from the poor press that Royal

Mail gets, and problems his friends have had.

Personally, he hasn’t had any problems to date

He has a reasonable level of trust in the serv-

ices provided.Needs...To be convinced that his mail will be delivered

on time.

© Dan Mogford

© Gianfranco Olsen

© Steven John

Bryde

Cliff


Seeing ServicesUser Personas


pro�le 1 pro�le 4

MALEBusiness manLate 30’sLives outside Glasgow

FEMALEStudentEarly 20’sLives in Westend of Glasgow

Louise has now lived in the west end of Glasgow for 3 years and is in here final year at university studying law. She originally came from Perthshire, which is a change from the big city.

Her course requires her to send legal documents all around the country. As well has her course, her mum uses the post service to send bits of things from home, because its much easier than driving back and forth.

Edward has lived outside of Glasgow all his life. He commutes from the Bridge Of Weir, which is past the west side of Glasgow.

His job involves working in an office in the centre of the city where he works for an insurance company. Lot of his work is done over the internet but the business still provides a mail service to its customers. His wife buys a lot of things off the internet.

Edward Louise

Views Views

WAITHERE

PLEASE

Time of delivery Rapport with postman City Vs Country Time in post office collection of parcels Missing letters

Seeing ServicesUser Experience

MISSED PARCEL!!

Granny is going to send a birthday present for her grandson.

Granny lives in the countryside.She walks a long way to get to the post weighing and paying for her parcel to send.

At her grandson’s home, he is waiting for his birthday present from his granny.

Post has arrived, however no one was at home.

He has to go to royal mail to collect his 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, KirstySeeing Services.11.01.08

Seeing ServicesHow to improve the service

Current Issues and Potential Solutions“Sorry we Missed You”

Next Day Delivery

Tracking

Queuing

Communication

Flexibility

Lost Parcels

Lack of Trust

Over-expansion

Re-Training

Improve Manners

Alternative Delivery Times

...

...

Focus on Fundamentals

Self Service

Delivery Slot Selection

Additional Depot Opening Hours

Individual Over the Whole Organisation


Post Office Service Analysis

Business

Transcript of Post Office Service Analysis