Service Innovation in the Postal Industry

Service Innovation in the Postal Industry

Huijser, M.R.

Calabretta, G. (mentor)
Roscam Abbing, E. (mentor)

Industrial Design Engineering

Strategic Product Design

None

2014-12-05

For a couple of years PostNL has been dealing with a decline in mail volumes. As a postal company whose main business is in mail delivery this has affected their income greatly. In order to keep growing as a company PostNL has set out to find new innovative opportunities in new markets. For this project the 65+ market was examined. During in-depth generative interviews user needs were uncovered and several business opportunities were formulated. The opportunity ‘over-75-years old asking for help’ was taken as the basis to design a new service for PostNL. An online communication platform was developed to help elderly communicate their help requests to their helping network. Helping services, delivered by PostNL mail and package deliverers, were also developed.

Service Design
Elderly

http://resolver.tudelft.nl/uuid:8837219e-bb63-4dd1-935b-89d0a769ac08

Campus only

Student theses

master thesis

(c) 2014 Huijser , M.R.