thailand post kiosk
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thailand post kiosk 〰️
Enhancing Branch EXPERIENCE & OPERATION at Thailand Post
ProcessCustomer Research
Product Vision and Strategy
Competitor Analysis
MVP Definition
Feature Prioritiazation
Product Roadmapping
The BriefThis project was a Proof of Concept (POC) to explore the use of self-service kiosks at high-traffic Thailand Post branches. The initial focus on selling financial products such as personal loans, accident insurance, and vehicle insurance. Beyond transactions, the kiosk aimed to collect insights from real users to understand what services they expect from the kiosk in future phases.
The ChallengeAlthough the brief focused on enabling financial product sales, we thought of potential in using kiosks to ease operational load at crowded branches. From on-site research at the top 3 busiest locations, we observed long wait times — sometimes over an hour to send just one parcel. The challenge was to validate whether kiosks could improve service efficiency while capturing user needs to guide long-term development. This required balancing the POC’s speed and simplicity with meaningful insights and stakeholder alignment.
Researched on-site at Top 3 most traffic of Thailand Post office branches to understand both customer pain points and staff workflow challenges
Turned business needs into clear product requirements, and collaborated with kiosk vendors to develop a functional prototype within limited time and budget
Designed low-cost POC that could quickly launch and fulfill the financial service goals while collecting real usage data
Synthesized user feedback and operational insights into a report for stakeholders, including recommendations for future development
Proposed a business model for the next phase that balanced operational goals with customer needs, and prioritized features to ensure real adoption and long-term value.
