Imagine it done ….

There was a large Technology business with the strapline ‘Imagine It. Done!’ Customers joked with me (after a much delayed Technology Transformation) that you had to ‘Imagine it done’, because you were never going to ‘see it done’!

I smiled to myself with this in mind as I went to renew my passport at The Post Office; strapline – ‘Helping you get important things done’

I was dreading the task, imagined long queues, wrong documents, form filling and a miserable .gov web portal. Can you imagine how amazed I was when the Post Office actually ‘helped me get something important done’ …. and do you know what? … it was a pleasant experience.

  • No queue
  • Polite, helpful and well trained counter staff (I still like to speak to a human)
  • Handed in old passport and confirmed a couple of details.
  • No form fill – auto populate of my details onto a confirmation screen (photo taken in the same booth)
  • Paid and received tracking process

Well done Post Office

  • You have my data – thank you for not asking for it again.
  • You recognised that Digital Transformation is  not about simply replacing people – it is about a better customer experience (the technology is augmenting and improving the service your people can provide)
  • Technology was well applied and easy to use

If you are looking for ways to better connect with customers and the experience they demand then checkout the Data Journey’s community

#DigitalTransformation #DataJourney #HelpingYouGetImportantThingsDone

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Unit Two Riverside, Robertsons Boatyard, Lime Kiln Quay Road, Woodbridge IP12 1BD

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