Døgnposten

In our digital world people no longer send a lot of letters. This has led Post Denmark to rethink their services to suit people’s habits and needs of the digital world. A product of this is “Døgnposten” – the big red post boxes located around Denmark. with the text “Døgnposten – packages when it suits you”.


The development of services and collaborations related to Døgnposten Story Field conducted a user study for Post Denmark and central collaborators. The purpose of the user study was to clarify hypotheses, gather reactions and develop a number of ideas created by internal employees. The purpose of this was to create a customer-centric innovation process, which ensures that users needs are reflected, matched and implemented in new solutions and services.


Three metods were used for collecting knowledge:

Photo journals: Participants took pictures, videorecorded and wrote diary for about five days before the workshops.

Phone interviews: Participants were pre-workshops telephone interviewed about their use of e-commerce, public transport and snail mail.

Workshops: 3-hour workshops with group interviews on selected concepts and needs as well as creative idea development and prioritization exercises.

These insights were commicated to the development teams through a private website with key insights, recommendations, and video clips from the study. This enables employees across organizations and, ultimately, potentially users to access and discuss insights and develop online.