Imagining an improved day to day postie experience

Royal Mail’s postmen (aka "posties") have been using the same internal system for years. It became clear that many were struggling with it, and there was significant potential to improve efficiency. The team wanted to explore whether the existing app could be modernized and streamlined – we explored the potential via an RFP. We were tasked with auditing the current experience to find opportunities; we decided that a service design approach was the most appropriate, and created a journey map to act as the backbone of our opportunity finding.