return to sender - a hyper island project

Post Office A Hyper Island ProjectA user centred approach to improve one of Great Britain’s most traditional institutions.

Rubens Filho, Vitor Godinho, Katy Jackson, Jenny Hughes, Maria Mayor.

WE SET OUR TASK

The Post Office has to become relevant again.

WE DID OUR RESEARCH “Twice a year, because of all the queues...”Perception overshadows experience“The pillarboxes and phone boxes remain, but as the letter vanishes as an instrument of meaningful correspondence, so does the Post Office itself.” Ian Jack guardian.co.uk, Friday 6 April 2012

“I hardly

use it, only twice

a year”

Community action can make life easier.

WE GAINED AN INSIGHT

TASK + INSIGHT = OUR STRATEGY

STRATEGY

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

Perception: “Waste of time”

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

OUR APPROACH...

THE BIG IDEA

toreturn

sender

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

In December we count the time Post Office customers spent in line.

All over the UK.

Big British Garden Project Landmark restorations Childrens summer events

140:40:20 70:20:10 90:35:16

This time will be ‘given back’ to the customers via community projects which they vote on.

HOURS MINUTES SECONDS

Post Office staff will be the

volunteers working on the chosen

projects.

It’s not just about customersStaff 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.

420 Minutes 1 Days Work

HOW MUCH TIME?

How does this affect the customer in December?

SO...

1 2 3

Customer Experience

CROWNBranches

1 2 3

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.

THE RIPPLE EFFECT

LOCAL/MAINBranches

A better experience at the Post Office.

Interacting with the Post Office in a new way.

Engaging with and benefitting from local projects.

A sense of belonging.

Opportuntity to take ownership of community projects and create a lasting legacy.

What’s in it for the

consumer?

Enhances trust.

Demonstrates they value their customer’s time.

Incentivises staff to reengage.

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.

What’s in it for the

Post Office?

We care