Every organisation needs to transform to survive
New Zealand Post
New Zealand Post needs to transform its business, and ensure it's valuable in a digital world. By deeply understanding people’s feelings, needs and workflows related to ‘essential mail’, we helped NZ Post shape the value proposition and define the key features of a new product.
We spent time in the field, working with customers to understand how mail and the current NZ Post service fits into their lives. We then identified customers' blatant and latent needs. Finally, we designed a service that would meet the needs of customers in a way that also meets the goals of NZ Post and their operational context. The concept was very well received by the Board of NZ Post Group, and is now in production.