Today, digital is re-writing the rules in various sectors and service models are re-considered. Turkish post office PTT has also changed its service model and started to focus on banking facilities within branches, while improving the customer experience and digital literacy. So, the design focuses on adapting a new service model that will act both as a bank and a post office. Besides, we designed a customer journey with a more simplistic approach for the target user. The postal and the banking counters have been separated with diverse color coding in order to provide a better service.

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.