Where do you start when everything around you is changing?

Industry

Logistics / eCommerce

Services

CRO, Optimisation, UX Design

An Post is Ireland's national postal service and an essential part of Irish life, connecting people, businesses, and sustaining communities. A rapidly changing commercial, societal, and competitive environment challenged the organisation to reimagine its future and embark on a process of digital transformation.

Awards

Best National Website 2021 - DBI

anpost.com

Guiding & Aligning

We started by working with the An Post senior team to establish a set of guiding principles, an operating model and a 3-year roadmap, aligning our people and An Post as one integrated team. This created the collective confidence to deliver a complex and multi-faceted digital change programme. We also aligned with the Company's refreshed brand purpose to act for the common good, improving the quality of life for people in Ireland now and for generations to come.

Imagining the future

Guided by those principles and a shared sense of purpose we created a robust overall vision for many future experiences that would enhance the lives of An Post's business and personal customers. Using UX Design visualisation, informed by user insights and technical feasibility, we worked as one with An Post on a challenging and stretching vision of the future, with absolute clarity of purpose and architecture, before setting about making it reality in their customers' world.

Our goal was to support An Post's business strategy and ensure its relevance in the digital age. The site has been streamlined into three sections; An Post.com now meets 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. See how An Post evolved for the digital age or Download a PDF of this case study.

Changing consumer behaviours highlighted the need for a new approach.

An Post — delivering a digital experience that improved quality of life for people in Ireland

Taking direction from An Post's refreshed brand purpose, we wanted to deliver a digital experience that improved the quality of life for people in Ireland.

An Post — UX prioritised based on user insights and technical feasibility

We prioritised the UX based off user insights and technical feasibility.

An Post — digital experiences that make a real difference to customers

The goal was always to create digital experiences that would make a real difference to An Post customers.

Putting vision into action

Armed with the principles and vision we got down to the task of creating and implementing a series of individual digital projects which are making a real, material difference for An Post and their customers.

Each project that we have delivered with An Post has enhanced their brand and driven positive business outcomes while strengthening their capacity and confidence to embrace increased innovation and deliver real-world digital transformation of one of Ireland's most trusted and admired businesses.

Introducing the World's first digital stamp with notification

With the digital stamp, we took something ordinary and looked for ways to improve the experience by making it more convenient and accessible. Now An Post customers can buy a stamp anytime and anywhere. Once the mail is delivered, the sender receives a notification. With the digital stamp, An Post continues to evolve and become the postal service that delivers for its customers. Discover how the digital stamp simplifies postage for An Post or Download a PDF of this case study.

By improving the user experience, removing obstacles to purchase and using tested and proven online sales techniques you will see real business impact.

Innovations & Enhancements

We work in partnership with our clients to craft experiences that people love. Our UX Design and human-centred approach empowers An Post to grow their business with confidence.