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Seeing ServicesRoyal Mail Postal Service
Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08
Seeing ServicesRoyal Mail Postal Service
public service
commercial businessexperienced by everyone
little alternative
established system
lots of good and bad points of service
Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08
Seeing ServicesSteps of using service
posting recieving
£
Royal Mailspecialdelivery
?
processing
?
Mr Wrong
Wrong Street
FWD
NEWSAGENTS
19
Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08
Seeing ServicesSteps of using service
posting recieving
£
Royal Mailspecialdelivery
?
processing
?
Mr Wrong
Wrong Street
FWD
NEWSAGENTS
19
Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08
Seeing ServicesSteps of using service
posting recieving
£
Royal Mailspecialdelivery
?
processing
?
Mr Wrong
Wrong Street
FWD
NEWSAGENTS
19
Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08
posting recieving
£
Royal Mailspecialdelivery
?
processing
?
Mr Wrong
Wrong Street
FWD
NEWSAGENTS
19
Seeing ServicesSteps of using service
Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08
Seeing ServicesTouchpoints
Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08
smallbusinesses
mail orderdelivery
large corporations
personalcustomers
Seeing ServicesRelationships and Interactions
Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08
smallbusinesses
mail orderdelivery
large corporations
personalcustomers
Seeing ServicesRelationships and Interactions
post office staff
postal workers
Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08
smallbusinesses
mail orderdelivery
large corporations
personalcustomers
Seeing ServicesRelationships and Interactions
post office staff
postal workers
sorting office staff
call centre staff
web service providers
out sourceddelivery
product providers
Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08
royal mail policymakers
smallbusinesses
mail orderdelivery
large corporations
personalcustomers
post office staff
postal workers
sorting office staff
call centre staff
web service providers
out sourceddelivery
product providers
Seeing ServicesRelationships and Interactions
Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08
Seeing ServicesUser Personas pro�le 7
Louise FEMALEStudentEarly 20’sLives in Westend of Glasgow
Louise has now lived in the west end of Glasgow for 3 years and is in here final year at univer-sity studying law. She originally came from Perthshire, which is a change from the big city.
Her course requires her to send legal documents all around the country. As well has her course, her mum uses the post service to send bits of things from home, because its much easier than driving back and forth.
pro�le 2
pro�le 1
Edward
MALE
Business
man
Late 30’
s
Lives ou
tside Gl
asgow
Edward h
as lived
outside
of Glas
gow all
his
life. He
from th
e Bridge
Of Weir
, which
is past
the west
side of
Glasgow
.
His job
involves
working
in an o
ffice in
the
centre o
f the ci
ty where
he work
s for an
insur-
ance com
pany. Lo
t of his
work is
done ov
er the
internet
but the
busines
s still
provides
a mail
service
to its c
ustomers
. His wi
fe buys
a lot of
things o
ff the i
nternet.
pro�le 3
Clarise FEMALERetired 80’sFrom Glasgow
No previous problems with Royal Mail.
Used to using her local service in Cumbernauld,
as opposed to the city centre.Does not feel there is a discernable difference
between services in the two areas.
Brother worked for Royal Mail as a postman -
“He’s the one to ask”.She left early today, as she didn’t have time to
wait in the queue for a long time.
She feels that anyone of her generation will say
the same - that the service has declined in
quality over the years. Needs...
Only needs to send letters and parcels.
Doesn’t want to waste time standing in long
queues.Back to how it was when i was younger.
pro�le 8
MALETraffic wardenLate 50’sLives outside Glasgow.
He lives in the country.
Has had no problem with the royal mail, he puts
this down to the fact that he has a rapport with
the local postman. The postman frequently leaves
post with the next door neighbour if know one is
in the house.And signs for his parcels.
Can understand how it may be different in the
city.
pro�le 4
IanMALEStudent
Early 20’s
Lives in Glasg
ow
What a farce,
call themselve
s civil servan
ts to
the public. Th
ese so called
temps employed
by
the royal mail
is a sham, fo
r e.g. posting
my
important and
confidential l
etters through
my
bottom flat ne
ighbours door
because they c
ant be
bothered to wa
lk up three fl
ights of stair
s.
Don’t take the
job on if you
can’t do it p
rop-
erly. Not ever
yone has neigh
bours that are
as
honest as we w
ould like them
to be and I d
on’t
appreciate the
rest of my st
reet knowing m
y
personal busin
ess.
Not a happy cu
stomer.
Louise
pro�le 6
pro�le 5
Linford MALEFiremanEarly 30’s
From GlasgowFairly happy with the service.
Not entirely convinced that his parcels will be
delivered on time.
His views come from the poor press that Royal
Mail gets, and problems his friends have had.
Personally, he hasn’t had any problems to date
He has a reasonable level of trust in the serv-
ices provided.Needs...To be convinced that his mail will be delivered
on time.
© Dan Mogford
© Gianfranco Olsen
© Steven John
Bryde
Cliff
Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08
Seeing ServicesUser Personas
Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08
pro�le 1 pro�le 4
MALEBusiness manLate 30’sLives outside Glasgow
FEMALEStudentEarly 20’sLives in Westend of Glasgow
Louise has now lived in the west end of Glasgow for 3 years and is in here final year at university studying law. She originally came from Perthshire, which is a change from the big city.
Her course requires her to send legal documents all around the country. As well has her course, her mum uses the post service to send bits of things from home, because its much easier than driving back and forth.
Edward has lived outside of Glasgow all his life. He commutes from the Bridge Of Weir, which is past the west side of Glasgow.
His job involves working in an office in the centre of the city where he works for an insurance company. Lot of his work is done over the internet but the business still provides a mail service to its customers. His wife buys a lot of things off the internet.
Edward Louise
Views Views
WAITHERE
PLEASE
Time of delivery Rapport with postman City Vs Country Time in post office collection of parcels Missing letters
Seeing ServicesUser Experience
MISSED PARCEL!!
Granny is going to send a birthday present for her grandson.
Granny lives in the countryside.She walks a long way to get to the post weighing and paying for her parcel to send.
At her grandson’s home, he is waiting for his birthday present from his granny.
Post has arrived, however no one was at home.
He has to go to royal mail to collect his parcel in the day time because they close at night time.
Finally he has got his parcel. He was happy with the present from his granny! Jen, Rumi, James,
Greig, KirstySeeing Services.11.01.08
Seeing ServicesHow to improve the service
Current Issues and Potential Solutions“Sorry we Missed You”
Next Day Delivery
Tracking
Queuing
Communication
Flexibility
Lost Parcels
Lack of Trust
Over-expansion
Re-Training
Improve Manners
Alternative Delivery Times
...
...
Focus on Fundamentals
Self Service
Delivery Slot Selection
Additional Depot Opening Hours
Individual Over the Whole Organisation
Jen, Rumi, James,Greig, KirstySeeing Services.11.01.08