We began realizing our concepts through low-fidelity, which we actually ended up using for part of the RFP.
We felt it showed our thinking in a new and unique way – and would allow potential clients to see our process.
Welcome Charlene,
Step 1: Identify location
BARKEREND
STREET
UNION
street name
street name
street name
street name
street name
Confirm location
Select location
Suggested
Bradford North DO
Confirm location
Current Location
Bradford North DO
1
2
3
4
5
Identify location
Scan to core route
Confirm arrival time
Download route
Pending jobs
Step 2:
Auditing the current postie experience
The ask was centered around an audit of their current experience; understanding where white space is and what issues may arise during day to day use. The Royal Mail team provided us with screenshots of the app and walked us through it; we also wanted to look further than screenshots and find actual users.
Since we didn’t have time for official user research, we used what we had on hand – in this case, YouTube.
(Thanks, Rowan the postie!)
Royal Mail RFP: Imagining an improved day to day postie experience
Royal Mail’s postmen (aka posties) have been using the same internal system for years; they saw that many of them have trouble using it and that they could be much more efficient. They wanted to see if there was a way to modernize and streamline the existing app, or even usher in a new one.
PROJECT OVERVIEW
Lead
ROLE
1 lead
1 midweight
1 junior
DESIGN TEAM
2 weeks
TIMING
After watching Rowan’s day in the life videos, we actually pivoted to framing our problem as a journey map. Building it in this way allowed us to think through postie vs Royal Mail actions, pain points and any opportunities. Applying a service design mindset gave us the chance to go beyond a traditional audit and show Royal Mail a new approach.
Building the journey
We structured the journey into key phases: arrival, loading, route prep, take off, enroute, delivery and wrap up. These phases were informed by the audit, but mostly by how Rowan and other posties went about their daily deliveries.
©️ Claire Lorman 2025
Royal Mail RFP: Imagining an improved day to day postie experience
Royal Mail’s postmen (aka posties) have been using the same internal system for years; they saw that many of them have trouble using it and that they could be much more efficient. They wanted to see if there was a way to modernize and streamline the existing app, or even usher in a new one.
PROJECT OVERVIEW
Lead
ROLE
1 lead
1 midweight
1 junior
DESIGN TEAM
2 weeks
TIMING
Auditing the current experience
The ask was centered around an audit of their current experience; understanding where white space is and what issues may arise during day to day use. The Royal Mail team provided us with screenshots of the app and walked us through it; we also wanted to look further than screenshots and find actual users.
Since we didn’t have time for official user research, we used what we had on hand – in this case, YouTube.
(Thanks, Rowan the postie!)
After watching Rowan’s day in the life videos, we actually pivoted to framing our problem as a journey map. Building it in this way allowed us to think through postie vs Royal Mail actions, pain points and any opportunities. Applying a service design mindset gave us the chance to go beyond a traditional audit and show Royal Mail a new approach.
Building the journey
We structured the journey into key phases: arrival, loading, route prep, take off, enroute, delivery and wrap up. These phases were informed by the audit, but mostly by how Rowan and other posties went about their daily deliveries.
We began realizing our concepts through low-fidelity, which we actually ended up using for part of the RFP.
We felt it showed our thinking in a new and unique way – and would allow potential clients to see our process.
Welcome Charlene,
Step 1: Identify location
BARKEREND
STREET
UNION
street name
street name
street name
street name
street name
Confirm location
Select location
Suggested
Bradford North DO
Confirm location
Current Location
Bradford North DO
1
2
3
4
5
Identify location
Scan to core route
Confirm arrival time
Download route
Pending jobs
Step 2:
Day overview
Back
1
2
3
4
5
Scan to core route
Identify location
Confirm arrival time
En route
Download route
Delivery route: 39948573920
No. of delivery items: 40/81
Select location
Suggested
Bradford North DO
Confirm location
Up next:
3 Meadow End Cottages,
CREDITON, EX17 4PH
1 item(s) for delivery
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Suggested
Bradford North DO
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