Beyond the consumer lifecycle: A service framework for PostNL to develop personalized value propositions by empathizing with consumer life events

This project is in collaboration with PostNL. Already for over 220 years, PostNL is the one that is delivering mail and parcels in the Netherlands and abroad. Like other post organizations, PostNL has been facing serious challenges in transforming their traditional services. Next to regular parcel delivery and mail delivery, PostNL provides...