PTT Branch Post Office by I-AM

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DESIGN DETAILS
DESIGN NAME:
PTT Branch

PRIMARY FUNCTION:
Post Office

INSPIRATION:
Since Ptt targets Turkish people whose literacy levels are low and don’t possess any bank accounts, the main inspiration was to design an easily navigated and easy-to-use branch concept. The differentiation of actions (banking and mailing) was emphasized through color and graphic usage. A minimalistic graphical language was chosen for the customers to easily understand the structure. Designers were inspired by the retail trends worldwide and soft contours were chosen for a comfortable look and feel.

UNIQUE PROPERTIES / PROJECT DESCRIPTION:
The design mainly functions as the branch of Ptt – which is a governmental post office institution in Turkey. Since Ptt has recently acquired banking license, the design principle focused on adapting a new concept which will act both as bank office and post office in a singular branch. The main idea was to create a branch design concept in which the customer could navigate on his/her own, make all the transactions and get postal services easily.

OPERATION / FLOW / INTERACTION:
The designers have grouped all Ptt transactions into two main groups as banking and postal services. The customer journey inside the branch have thus been separated into two main journeys accordingly, with a more simplistic approach. The workstations inside the branch provide the officers a more ergonomic working area. The integrated technological solutions not only offer a better customer experience but also make the e-services of Ptt more visible and accessible.

PROJECT DURATION AND LOCATION:
The project started in May 2017 in Istanbul and finished in November 2017 in Istanbul, Turkey.

FITS BEST INTO CATEGORY:
Interior Space and Exhibition Design

PRODUCTION / REALIZATION TECHNOLOGY:
Long-lasting materials were chosen to meet the busy foot traffic. Additionally, since the design will be spread to approximately 4000 different branches, the materials scale was created to be found in all areas of Turkey. The main materials used in this project are laminated MDF, glass panels, fabric, luxury vinyl tiles (flooring), vinyl printing and acrylic.

SPECIFICATIONS / TECHNICAL PROPERTIES:
The design was applied to 220 square meter ground floor.

TAGS:
post office, branch, banking service, postal service

RESEARCH ABSTRACT:
Before the interior design project, a qualitative research has been realized in order to establish a more customer experience focused design concept. The main objective was to comprehend all the existing services of Ptt and to improve these services to create a unique customer experience inside the governmental post office. The methodology used in the research were system analysis, contextual inquiry and mystery shopper research. 8 different mystery shopper analysis were realized in Ankara & Istanbul, Turkey. The process included 2 mailing actions, 2 cargo actions and 4 bank transactions. Following the research process, experience mapping was formed. This mapping covered 3 main customer problems: First, customers do not understand where to navigate when they enter the branch. Second, most of the customers ask for help from the security guards or from other officers. Additionally, most of queue-matics were not positioned correctly and could not be seen by the customers. The customers experience an uncomfortable waiting process – the seatings are uncomfortable and the numerators could not be seen easily. Moreover, the offered products and services are not easily understood by the customers. The overall customer experience was negatively affected by the lack of information. The insights were formed according to these outcomes of the research and the designers focused on these problems in the design process. Thus, all of the problematic areas were solved through the design.

CHALLENGE:
The main challenge was to encourage the client Ptt – which has a settled system for years – for accepting the new concept. The old and bulky governmental perception was very challenging to be modernized. Additionally, design process had to be long in order to meet targeted the costs. The unit costs of the project had to be rationalized for also the other planned branches. The most essential part was to change the perception of Ptt identity for its own target group.

ADDED DATE:
2018-02-28 14:40:16

TEAM MEMBERS (6) :
Creative Directors: Ertuğrul Yurdakul , Emre Kuzlu, Account Managers: Zeynep Durukan, Cem Çıtak, Interior Designers: Vural Armutçuoğlu, Şevket Öztaş, Başar Bostancı, Interior Architects: Meliha Kadayıfçı, Gözde Yılmaz, Melis Mısırlıoğlu, Cem Yavuzcan, Zeynep Beşer, Berfu Özen, Construct: Sedef Şener, Başak Bozkurt and

IMAGE CREDITS:
Photographer: Ümit Okan

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CLIENT/STUDIO/BRAND DETAILS
NAME:
PTT

PROFILE:
PTT is the Turkish governmental post office that provides postal, parcel, electronic trade services and recently acquired banking licence. Having been established around 1840s, the company has been operating for nearly two centuries and has a widespread service network throughout Turkey.

NOMINATION DETAILS

Ptt Branch Post Office by I-Am is a Nominee in Interior Space and Exhibition Design Category.

· This project is currently confidential as results have not been announced yet. Images and further details of the project is not available for public yet, please check back later. If you are the owner of this design, please login to view the images.

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AWARD DETAILS

Ptt Branch Post Office by I-Am is Winner in Interior Space and Exhibition Design Category, 2017 - 2018.



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