Posten Bring
Exploring concepts for enhancing the recipient experience in future postal and freight services.
2023 / Client work
UX and Service design
Client: Posten Bring AS
UX, Service Design, User Interviews, Prototyping, User Testing, Personas, User Journey, Business Strategy and Development, Competitor Analysis

Posten Bring AS sought to explore how they should prioritize their efforts to enhance the recipient experience in future postal and freight services. In this project, an interdisciplinary team composed of members from both Posten Bring and Netlife collaborated with various hypotheses to test, uncover, and describe relevant areas of opportunity for an improved and differentiated customer experience.

In my role as a UX designer, I analyzed Posten's digital offerings and developed ideas for how a future customer experience could be enhanced and differentiated from competitors. I also developed clickable prototypes that the team tested in the field with real customers.

In my role as a service designer, I assisted in mapping out user journeys and analyzing Posten's services using the AT ONE method, which encompasses the five perspectives: actors, touchpoints, core offering, customer needs, and experience. The analysis formed the basis for interviews, idea development, and concept testing.

Example of the exploration we did on personalizing the service. By securely identifying, one could generate digital power of attorney. This opens the possibility to give other individuals the right to collect your mail. This proved especially interesting for family households and next of kin.
Over one million out of Norway's five and a half million inhabitants live with permanent disabilities. This segment of the population is of significant importance to Posten, as their services aim to reach all parts of the country, both geographically and demographically. We decided to adopt an inclusive design approach, which led to many interesting ideas and proposed solutions.
The project also included explorations of possibilities with collecting different user data. This example shows how the customers history of choices might be used to proactively give suggestions.