A New Kind of Post Office?
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Tags: APC, products, retail, service
The Woodfield Station located in Schaumburg, Illinois is an innovative, new retail environment that tests the limits of how the United States Postal Service interacts with customers and sells products and services. Dubbed the “Retail Learning Lab,” this completely redesigned post office serves as a testing ground for new products, new methods of serving customers, and new models for partnering with commercial businesses.
The site features specially designed, free-standing self-service shipping areas, an expanded retail product display, several Automated Postal Center (APC) kiosks–some equipped with barcode scanners–and a DVD rental machine. It also features a comfortable seating area with free WiFi access, conference room rental, and an OfficeMax IMPRESS “store-within-a- store” offering office supplies and print and copy services.
A significant feature is the open retail environment which encourages associates to interact differently with customers. Most customers are greeted at the entrance by an associate who offers to help meet the customer’s needs for his or her visit. If appropriate, the employee escorts the customer within the store and offers solutions or explains how to complete tasks.
Would you be more inclined to visit the post office if it offered a greater variety of self-service options? What if it offered services like WiFi and DVD rental? What other innovations would you like to see at the post office locations?
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7 Responses to “A New Kind of Post Office?”
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November 19th, 2008 at 12:39 pm
This looks like the wave of the future. Something like the old internet cafes. I think it’s a great idea. We need to think out of the box and head in the direction that businesses are going. I applaud the postal service for venturing forwared.
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November 22nd, 2008 at 7:20 pm
Very Intersting
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December 14th, 2008 at 9:32 am
I like the future of post office. Would like to see helpful, happy sales people who work there!
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December 17th, 2008 at 11:55 pm
I love the idea! I would like to see the old P.O. go new and offer e-certified mail, e-registered mail, etc… The USPS has a great opportunity to capture/replace revenue lost by declining mail volumes… offering e-certified services could actually replace the fax machine and I know legal services/law enforcement/government/legal transactions such as closing companies etc… would love to use a guaranteed e-certified service for all their legal documents and faxes… Think about providing a service that we can charge postage for, yet never have to touch… it would enhance First Class service as well as generate needed revenue…
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December 20th, 2008 at 2:02 pm
I like the idea of a new post office but the photos above aren’t convincing. My ideas come from my experiences with USPS facilities in inner city neighborhoods. Here are some of my ideas:
1) Color- the great is such a horrid color. Every time I go to my post office I think this place could be so much nicer if it wasn’t “government gray” with nothing welcoming or warming.
2) Lighting- how about lighting that is welcoming instead of strip lighting? Energy efficient lighting is a plus.
3) Supplies- I think the stocked office supply area is a great idea. How about having basic USPS supplies stacked as nicely and as easily accesible. Every time I go to the post office I have to wait in line just to get a priority mail box.
4) Open layout- I know this may not be practical (i.e. bullet proof glass is a part of the inner city experience) but having the ability to actually see your customer is important. Maybe use higher counters or other measures to help keep employees safe.
5) Cleanliness- My post office is just old and worn out. It needs a super cleaning.
6) Pens- Yes, something as simple as pens that WORK at the counters would be great!
7) PO Box- How about a 24 hour PO Box area?
9) Multi- Lingual Signs- No surprise here but the country’s population has CHANGED! How about signs that reflect that diversity and help people know what to do?
10) TV- TVs (with advertising) can help long lines seem shorter. They do this at stores!
11) Email Stations- 15 mins. max useage areas with computers.
12) WiFi Area- Seems like a waste of space in the design above.
13) Automated package delivery- Scan your package receipt and have it delivered automatically via conveyer belt or some other device. This technology should exist and it would save lots of time. One key concern would be security (i.e. checking ID etc.).
14) Team Work- back to the basics. How about having staff work in teams during busy times. One agent can work the front desk and simply gather package slips and this can be fed to the package room where an elecronic display helps staff in the back look for packages to bring to the front. The line appears to move faster and staff can be friendly when doing their job!
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December 24th, 2008 at 11:27 am
This experiment could reveal the likelihood of migrating simple retail transactions away from the counter; however, as product offerings become more complex, can an APC or associate answer complex questions about simple transactions? I submit the answer is no. Consider the Priority Mail flat rate box which is great if you’re mailing rocks. If you are not mailing rocks and show up at the Post Office for free mailing supplies, which Priority Mail box do you select - the regular or the flat rate? Same product and service, different rates. Of course, the answer depends upon the combination of weight and destination zone. In this example, the right answer might also prove difficult to find at the counter, but I hope the Postal Service’s retail strategy is not based on obfuscation. If so, does that help explain customers taking their self service elsewhere?
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January 6th, 2009 at 1:10 pm
I think this is an excellent idea. I do think that the deployment of various ideas should be geographically/demographically based. What works at one location may not work at another and vice versa.
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