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.
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.