The UK Design Council has posted a nice case study on how Belgium's postal service, De Post, turned to design to help it make the transformation from outmoded institution to flexible service provider.
De Post embarked upon a wholesale, design-led reinvention, appointing Fitch:London to help transform it from an out-dated institution into a sharper, more customer-focused retailer.
Many of the changes were designed to improve relations between De Post and its customers - an area crying out for attention according to market research undertaken by the organisation before and during the redesign process.
Better security systems meant Fitch was able to remove the traditional glass barriers and replace them with lower counters for staff to sit behind, making the retail environment far friendlier and the staff seem more approachable.
In addition, a warm palette of colours was introduced to each branch, as well as quirky, large print photographs, designed to further enhance the customer experience.
More Info: De Post Transformation.
That's Right,
HMK
Thanks to the smart folks at Core 77
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