Designing a profitable reception service for PostNL

Master thesis (2020)

Authors

M.A.C. Jacobs Industrial Design Engineering

Contributors

R.A. Price Responsible Marketing and Consumer Behavior (mentor)
Faculty
Industrial Design Engineering, Industrial Design Engineering
Copyright: © 2020 Maxime Jacobs
More Info
expand_more

Published Date

11-09-2020

Language

English

Reuse Rights

Other than for strictly personal use, it is not permitted to download, forward or distribute the text or part of it, without the consent of the author(s) and/or copyright holder(s), unless the work is under an open content license such as Creative Commons.

Faculty

Industrial Design Engineering

Abstract

This graduation assignment was formulated with the idea in mind that PostNL would like to add a delivery service to their portfolio that enables them to build a direct payment relationship with the consumer. This delivery service should focus on the ‘reception’ part of a parcel delivery in which the consumer experience plays a major role. The assignment was formulated as: “Design a delivery service from the perspective of a specified target group that PostNL can ask money for. The willingness to pay (WTP) for this service needs to be researched.” This assignment was split into three components: 1) Design a ‘reception-style’ delivery service; 2) Determine a target group, and 3) Make sure people are willing to pay for the service. The new delivery service is called Shift and allows crowdsourced deliverers to take over (a part of) a delivery according to the exact needs and wishes of a consumer. Consumers can order everything, at any time, anywhere. A service blueprint, a user interface design and a strategic roadmap were created to provide enough insight into the strategic opportunities and impact of Shift. Together, the deliverables provide a holistic view on the essence, the purpose and the possibilities of the service.