Digital Transformation
Where do you start when everything around you is changing?
An Post — Ireland's National Postal Service
Overview
An Post is Ireland's national postal service and an essential part of Irish life, connecting people, business and sustaining communities. A rapidly changing commercial, societal, and competitive environment challenged the organisation to reimagine its future and embark on a process of transformation.
Guiding & aligning
We began by establishing a set of guiding principles to align the entire organisation behind a shared digital vision. We developed an operating model and a 3-year roadmap that centred on An Post's brand purpose: to act for the common good.
Imagining the future
Through design visualisation and deep user research, we brought the future of An Post to life. The digital estate was structured across three distinct experiences: AnPost.com for personal customers, An Post Commerce for business clients, and An Post Money for financial services — each with its own identity within the overarching brand.
The world's first digital stamp with notification
Among the most innovative outcomes of our partnership was the creation of the world's first digital stamp with delivery notification. Customers can now buy a digital stamp anytime, anywhere, and receive notification when their item has been delivered — a first in postal history globally.
Putting vision into action
A series of individual digital projects delivered the transformation in phases: the flagship AnPost.com, a new An Post App, the Digital Stamp, a Parcel Delivery Manager, the An Post Shop, and Digital Postage Labels. Each project built on the last, compounding value with every release.
Achievements
First
Digital stamp with notification in the world
Best
National Website 2021 — Digital Business Ireland
3yr
Digital transformation roadmap delivered
Multi-platform
Web, app and in-store digital estate delivered