Case Study: Austrian Post achieves a seamless self-service customer experience with 20.20 Limited

Austrian Post rolls out self-service branches after 3 pilot sites with 20.20 Limited

Austrian Post faced the challenge of adapting its branch network to a future dominated by parcel services and increased demand for efficiency, a need accelerated by the Covid-19 pandemic. The postal service wanted to create a self-service model that was quick for customers but still retained essential human interaction. They engaged brand experience agency 20.20 Limited to design a new branch concept.

The solution from 20.20 involved designing a modular self-service branch with seamless omni-channel customer journeys. The design prioritized self-service kiosks and parcel lockers while creating distinct zones for consultancy and complex transactions with staff. The result was a format that was easy to operate and led to high customer and colleague satisfaction in three pilot sites opened in 2021. Based on this success, 20.20's concept is being rolled out across Austrian Post's entire branch network.

Austrian Post