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It’s as easy as asking! We spoke to 96 customers at the Marion Street box lobby in central Wellington about their PO Box experience – what they liked, what could be improved and what ideas they had for other box lobby services. Customer feedback was overwhelmingly positive, but there were also some interesting insights to build apon.

Spend an entertaining 12 minutes and experience it for yourself.

Our work on developing a digital service for NZ Post starts by asking consumers fundamental questions to understand what customers think mail is and whether physical mail can retain its integrity in a digital world. Following on from interviews and in-home observations, here are out-takes of scenario labs run on our behalf by design research company Empathy.

Consumers have developed very efficient rituals for collecting, sorting, actioning and filing their mail which they are likely to seek in the digital world.

Despite best intentions, business processes get in the way of a good customer experience – especially when time means money.

How do you receive your mail? from David Boyd on Vimeo.

The Datam XD team is now part of New Zealand Post and the focus and scale of our activity is changing.

Here’s a small sample of some of the vox-pops we’ve started to collect around mail. Already we’re seeing an interesting divergence in what people think mail is based on its content (personal vs bills) and a desire by many to have billing delivered digitally. We’re currently taking a much deeper dive as part of Post’s digital project to understand how the nature of mail might change in a digital world and types of digital experiences consumers desire.

We’ll keep you posted as the story unfolds.