PostNL's retailers
We depicted the retailer’s complete experience in no fewer than eight customer journeys: from setting up a PostNL point to managing a mailbox to receiving packages. This allows PostNL to better support the retailer, and the retailer, in turn, better support the customer. Because ultimately, at PostNL, too, people are at the center.
Mail is increasingly a package that needs to be delivered. Also at a PostNL pickup point. PostNL’s retail channels are therefore growing fast and volumes are increasing. How can PostNL better support their retailers? Muzus set to work to map this out through context mapping research and customer journeys.
"I don't get spontaneous customers. They have to know it here first. PostNL helps with awareness."
