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Good Practice 2019
Category: Spaces, products and services already in use

Postal Self Service 24/7 for Blind and Partially Sighted Customers

Österreichische Post AG and Keba AG

Austria

Logo Österreichische Post AG and Keba AG Image of machine

Austrian Post is running around 400 Pick-up-stations with more than 66.000 lockers for depositing parcels, which are placed in that environment, if delivery failed.

With the project the Austrian post and her partner Keba AG gained access for blind people or partially sighted customers and therefore included this group of people to the advantages these systems bring to the customers of Austrian Post (e.g.: access 24/7, etc…).

People with reduced abilities in these areas were included in the whole project, starting with brainstorming’s, product design processes, development of the user interface, customer experience testing and rollout.

The project was run in cooperation between Austrian Post, Keba AG (world market leader of locker systems for postal companies) and the Austrian Federation of the Blind and Partially Sighted.

To gain access for blind people also hardware hat to be expanded, as the existing machines did not carry loudspeakers or connections for earphones. The rollout for all 400 machines was finished in October 2019, so from this moment on all machines could be activated for the new customer guidance.

As Keba is the world market leader for pick up stations, the newly invented systems and customer flows will find access all over the world and will serve thousands of people in numerous countries.

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