User-Centred Approach to Public Services (B) Harvard Case Solution & Analysis

This case describes a user-oriented approach to public service and as a result of an innovative collaboration between the following column Hong Kong and Hong Kong Design Centre. So works as a trading fund in 1995, Hongkong Post managed to invent itself as a dynamic, customer-focused and market-oriented service organization. Using its extensive retail and distribution network and strong brand, Hongkong Post has grown beyond the traditional postal service, providing a wide and comprehensive range of services in the supply chain logistics, at the same time diversifying into new markets. A pillar of Hong Kong recognizes that the current design of post offices at the retail level may not be able to meet the needs and changes in the structure of its users. Cooperation between the pillar Hong Kong and Hong Kong Design Centre is an attempt to take the user-centered design research approach to public service and apply the concepts to the post office Mongkok in order to understand the needs of users, providing the best user experience and increase the operational efficiency of the post office Mongkok. Users in this context include both customers and post office staff. Case (A) focuses on interior design, while the case (b) focuses on the exterior design. "Hide
by Ali Farhoomand, Minyi Huang Source: University of Hong Kong, 11 pages. Publication Date: January 21, 2011. Prod. #: HKU924-PDF-ENG

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