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BACKGROUND

BACKGROUND. Universal Postal Union (UPU) is the international governing body for the postal industry UPU approached RMIT in 2002 to cooperate in establishing a “knowledge base” of innovations in postal services

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BACKGROUND

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  1. BACKGROUND • Universal Postal Union (UPU) is the international governing body for the postal industry • UPU approached RMIT in 2002 to cooperate in establishing a “knowledge base” of innovations in postal services • Pilot study performed to establish potential user interest in knowledge base as part of honours thesis • Masters project will implement knowledge base based on results of pilot study

  2. WHAT IS A KNOWLEDGE BASE? • In the context of this project, an online database • a collection of case studies of innovations in postal services • Key issues: • “Who are the potential users of the knowledge base?”  • “What factors influence the potential users ability to implement innovations into their own postal organisation?”

  3. WHO ARE THE POTENTIAL USERS? • Analysis of current postal environment • Principles of user-centred design • Developing personas • Four personas identified

  4. INFLUENCING FACTORS • All four personas have differing goals and abilities to achieve these goals • Questionnaire needs to elicit these factors from respondents • Need to consider these constraints and objectives to ensure knowledge base is beneficial for all users

  5. RESULTS • Overall consistency between personas in terms of user requirements • Ability to raise sufficient capital primary concern • Willingness to look for similarities, rather than differences

  6. DESIGN FEATURES • Ensure variety in case studies • Consider “worst case scenario” when designing knowledge base and case studies • Keep design simple, uniform and flexible • Provide avenues for further investigation

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