Core77

The UK Design Council website has posted a nice case study on how Belgium's postal service turned to design to help it make the transformation from outmoded institution to flexible service provider.

When in 2001 the European postal markets were being gradually liberalised, the Belgian post office (De Post) embarked upon a wholesale, design-led reinvention, appointing Fitch:London to help transform it from an out-dated institution into a sharper, more customer-focused retailer.

Fitch:London, supported by Belgian research group Columbus, undertook an in-depth discovery and definition period. Management interviews, trends analysis, customer segmentation and consumer profiling led to the identification of three key concepts: communication, community and convenience.