Case Study

An Post

 

We began working with An Post in 2018 as a partner in its digital transformation process. The challenge was clear - to help the company plan, design, develop and execute an ambitious digital programme. The goal was simple - to support its business strategy as it seeks to return to profitability and ensure its relevance in the digital age.

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Strategy

During an initial discovery and consultation phase, we researched and analysed the digital context in which An Post operates to create a far-reaching digital roadmap.

A series of workshops with stakeholders established a set of guiding principles for the project with a particular focus on championing the customer experience and embracing innovation.

Digital masterclasses introduced An Post staff to our agile way of working. By thinking big, starting small and scaling fast, we transformed the company's website and delivered significant innovation across a range of its products in just six months.
 

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Transformation

We restructured and redesigned the website to reflect An Post’s reshaping and rebranding of its business. The site has been streamlined into three sections -- An Post.com now meet the needs of the company’s personal customers while An Post Commerce serves its business customers and An Post Money promotes its new financial services division.

Our design was data-led and user-focused and took a mobile-first approach as it set out to meet accessibility requirements. We worked closely with the company’s brand and marketing teams to ensure the look and feel, as well as the content, reflect An Post’s vision for the future.
 

Innovation

Delivering An Post’s products and services through new and enhanced channels is a key element of the digital programme. To date, we have designed and improved the parcel delivery solution as well as enhancing An Post’s Track & Trace customer experience.

On the retail side of the business, we streamlined the An Post Current Account application process and developed an improved seasonal shop solution while we finalise work on a permanent shop.

Our work with An Post is ongoing. Our multi-disciplinary team, which includes digital strategists, developers and designers, continues to work with the company to refine, enhance and grow its digital presence.

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