Entry

Pilot Project of Design for Public Service – Mong Kok Post Office

(8/2009 – 10/2011)

Background

In August 2009, Hongkong Post appointed HKDC to conduct a user-centric design research study on one of the busiest post offices in Hong Kong — Mong Kok Post Office. Upon completion of the Phase 1 research by the contracting consultant Kaizor Innovation, HKDC was appointed in October 2010 again to manage the second phase of this project and oversee ADO Design & Public Art consultants (HK) Ltd., the appointed design firm through a public tendering process, to execute the design and renovation of the project.

User-centric Design Approach

Based on an in-depth understanding of user’s needs, the concept was developed to enhance the user’s experience and improve the operational efficiency. From the clarification of objectives in the initial stage to project evaluation, the project sought views of employees and customers and kept them informed of the progress. In close collaboration with the HKSAR Government’s Efficiency Unit, Kaizor Innovation and ADO Design & Public Art Consultants (HK), the project was successfully completed in October 2011.

Aesthetics, Staff Efficiency and Customer Experience Enhanced

In addition to transforming the aesthetics of the post office through the use of a refreshing, lively green colour and modern-looking wavy wall panels, the project succeeded in improving efficiency and creating better user experience. The staff are provided with more workspace, organised storage space and better equipment, while ergonomical design elements have been put in place to ensure operational safety. Customers bask in the convenience resulting from clearer signage directions, window displays and more space for packing parcels, among other changes. Access for people with disabilities are now available, including tactile strips for the visually-impaired and low-level enquiry counter and writing table for wheelchair users.

Every customer interviewed in an independent survey agreed that services at the redesigned post office were more efficient, while 97 per cent said the renovated interior looked “fresh and professional”. More than 90 per cent of customers believed other post offices should take on the new design. Staff members surveyed said they were now happier at work.

This project underlines HKDC’s efforts in encouraging and promoting the use of design to create business value and deliver better public service.

Hong Kong Post User Research and User Centered Design Pilot Project.pdf