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La Poste

Designing new digital services for local retailers

Need

Human Design group supports La Poste in the digital transformation of the services it offers to local retailers and professionals

To adapt to changes in society, in terms of both technology and usage, and to develop new sources of growth for the group, La Poste has embarked on a programme to diversify its activities by building on its historic distribution network. As part of this development plan, La Poste has given particular thought to a new range of services for very small businesses.

To support its digital transformation, La Poste wanted to draw on Human Design Group's experience in terms of taking user needs and HMI design into account. The objectives are to provide a service offering that is in line with the customer experience, while at the same time innovating and standing out from the competition.

CustomerLa Poste
SectorTertiary
ProjectDigital transformation of services
Websitewww.laposte.fr

Intervention

As part of this assignment, Human Design Group was responsible for :

  • The introduction of a user-centred design approach with the aim of optimising the digital transformation;
  • Consolidating functional requirements and gathering customer expectations and usage constraints, in particular by organising focus groups with representatives of the intended target population;
  • Preparing and leading co-design workshops in Agile mode to define functional requirements and interfaces.
  • The design of tablet interfaces to ensure a high level of usability, given the characteristics of the population and the contexts of use (customer contact at the same time as use, mobility, etc.).
La Poste: logo

Results

  • In line with La Poste's expectations, Human Design Group's approach has made it possible to support the digital transformation This is envisaged by integrating as much customer experience data as possible, and in particular data relating to target user acceptance of the proposed service offering and its formal implementation.
  • Human Design Group delivered a structured representation of user needs (profile by profile), which was needed to develop the backlogs, and the wireframes for the Android and iPad tablet interfaces.