Innovation for Swiss Post

Swiss Post develops new solutions at the interface between the physical and digital worlds on an ongoing basis in order to make their clients’ everyday lives easier. With the specially created Development and Innovation business area, it advances new business models in a targeted manner and supports its core business.


For years, the PostMail business area has been recording a decline in the volume of physically dispatched mail. Digital communication continues to pose challenges for the core business of PostMail: at the end of 2017, the number of addressed letters was 4.2% below the prior-year level, and fewer newspapers were also delivered (–2.9%).

PostMail is attempting to counter this decline using targeted innovation management. In the area of private clients, innovative solutions are required that simplify life with respect to daily post.

Our task

As part of an innovation project, we were tasked with seeking (additional) digital solutions for private clients. New avenues that involve clients from the outset needed to be consciously explored, prototypes needed to be created and new business models needed to be developed and tested on the market. An agile approach using customer experience management (CEM) initially had to be coached and subsequently applied on a systematic basis.

Key elements of the solution

  • Training on the methods to be applied
  • Iterative requirements analysis and review using design thinking
  • Parallel prototype development with UX specialists
  • Holding of an intensive boost camp with a client panel
  • Round-table discussions with potential corporate clients on the joint development of business models
  • Additional performance of a classic market research survey in the private client segment (potential analysis)
  • Agile project management according to Scrum with elements according to Hermes

Roles of ProAct

  • Assumption of overall project management for the key PostMail project
  • Contribution of methodological expertise

Wasserwerkgasse 27
CH-3011 Bern

+41 31 313 07 07

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