Transforming how Australia Post empowers retail teams

Australia Post

Australia Post was rolling out increasingly complex products and services across a vast and highly diverse retail network. Individual post offices varied significantly by location, customer demographics, staff capability, and operational pressure, yet communications and training from head office were largely uniform, high volume, and difficult to action.

Retail teams were overwhelmed by information, lacked time to engage with training, and felt disempowered to shape their own learning. Australia Post needed a fundamentally different way to communicate and educate its retail teams.

Outcomes

• Led a 5 week human-centred design program with cross functional teams
• Aligned 5 business teams who collaborated for the first time using a shared way of working
• Identified 3 insight led strategic priorities for future retail communication and learning
• Generated 8 tactical concepts taken forward by teams for immediate implementation
• Introduced teams to design thinking methods they could reuse beyond the project
• Created momentum and alignment for experimentation in the next delivery phase