Just as they manipulate objects, individuals nowadays manipulate services – when reaching out to banks at a distance, when choosing a delivery point for their parcel, or even when buying a mere sheet of stamps. To reach such pleasant simplicity, all these new services require design work, just like objects – it is known as service design.
In this discipline, designers improve the aspect and monitoring of processes, but they can also innovate and create new services altogether by focusing on everyday practices. This rapidly growing practice does however remain unknown to the public.
After years of commitment, Le Groupe La Poste has chosen to shed light on this subject thanks to the Service Design Prize. This Contest, organized in association with the International Design Biennial gathering of Saint Etienne, gives designers the chance to develop original services around a subject specific to each edition, and to make use of design as a new driver of innovation.
Good luck to all.
Will future banks be fully digitalized? While users do enjoy performing simple operations with the help of digital tools, they always crave for human contact when it comes to the more important issues, along with an actual place to discuss and foster a trusting relationship. Their aspirations thus constitute a hybrid bank, at both a digital and physical crossroads.
How could this new Banque Postale be put together? How can we harmonize the physical setting (the office) with digital, distance-based uses? How can continuously appealing user experience be ensured? What are the new services that La Banque Postale can offer within its network of postal offices and remote customer advisers?
The third edition of the Service Design Prize invites you to image what would make you want to set foot in La Banque Postale of the future.
With a 260,000-strong network of collaborators and 17,000 contact points all across France, Le Groupe La Poste is continuously transforming and reinventing itself to face the new forms of competition of its different markets (mail and parcel services, banking, telephony, etc.). While digital technology stands as an important development lever for new services, a human and physical presence spanning all of France are an essential specificity and asset of the Group and its affiliates.
Here to serve all, everywhere and every day, Le Groupe La Poste is the first proximity business model in France to be driven by human proximity.
Le Réseau La Poste is on the group’s five branches: a multi-business network focusing on banking, at the service of other branches. It counts 17,000 contact points, making it the first business network of proximity-based services in France, thanks to which it welcomes 1.6 million customers each day. To support the transformation of this network’s jobs and to bring banking decisions and customers closer together, l’Ecole de la Banque et du Réseau – the network’s banking school – trains customer advisors to market and sell simple banking products.
La Banque Postale is present on the retail banking, insurance and asset management markets. A bank and a citizen all at once, it offers customers a sustainable banking relationship with a comprehensive selection of accessible products and services, at reasonable costs. Both a local bank and a public service, La Banque Postale meets the needs of all. It serves 11 million customers from its network of post offices, Internet and telephone services.
Here are a few examples of newly developed services (or being developed) by Le Groupe La Poste, as well as the group’s stakes acquired in start-ups. This list is naturally non-exhaustive.
The internet, applications, call centers, automated systems – all these industrial solutions cut down on the price of services and make them as accessible as possible. But they do, however, present one inconvenient: they also cut down on proximity with users, who often end up on their own, facing a screen. What can be done to comfort these users with human contact, whenever they are in need? How can we make this support available to them locally, just as digital devices would? This proximity must be physical but also relational: what kind of support could La Poste brings to its customers?
During the 50s, when service-based societies emerged, new customers had to go through arduous tasks: wherever they went, they had to fill in long forms, wait in never-ending queues, compile records, wait for answers, endure red tape over and over again for missing paperwork, and the list goes on.
The digitalization of society and a new approach to services sign the end of this organizational model: we can now reduce the efforts of customers, all the while making services more practical and saving time. Today, what are the long and tedious activities in everyone’s daily life that La Banque Postale could transform to make them more efficient and reactive?
Well accustomed to the digital world, younger users see having to physically come to the post office as a constraint. Based on this perspective, two questions arise: what services could La Banque Postale offer the younger audience, at the heart of their daily platforms (WhatsApp, Facebook, Instagram, LinkedIn, Twitter, Amazon, and so on)? Simultaneously: what services, that actually matter to them, could post offices offer?
Entering the labor market is also about changing one’s life. We must learn to manage time differently, just as we do so with our money. It is also the occasion to build projects, own a home, spend time abroad, create your own business, etc. What do young professionals really need when they enter the world of work?
How can La Banque Postale help them?
All around the city, digital services have liberated the public space, including areas that had always been set aside. In these new available square meters, one can we do? Are there any activities or uses that could be hosted within these spaces? How could they integrate the existing offers of La Banque Postale?
Among the various banking institutions, La Banque Postale presents a singular specificity: it is home to the accounts of many non-profits, whether upcoming or well-established. What extra services could La Banque Postale offer these associations to support them in their solidarity projects?
The Service Design Prize is open to all designers, whether they be students or professionals, no matter their nationality.
Group applications are accepted to the extent of four members per project.
Based on the decision of the Jury, winners will be rewarded as follows:
In addition to the main prizes, foreign projects will also compete for an extra award, the Foreign Project Prize of €1,000.
A Public Prize will also reward the project to have obtained the most votes on the Contest’s Facebook page among the short-listed finalists. The Public Prize winner will receive a sum of €1,000.
The various Prizes (Jury, Foreign and Public) are cumulative
A sovereign Jury, gathering members of Le Groupe La Poste and exterior participants, shall designate, among the final projects, the Contest winners awarded for their innovative and esthetic works. This Jury shall gather under the Presidency of Alice Holzman, Digital and Communications Director of La Banque Postale.
To facilitate the Jury’s decision and to create a harmonized link between projects, candidates are invited to present their works in digital format only, and complying with the following constraints:
The Jury will pay specific attention to the clarity and readability of projects.
La Poste, a French limited company (société anonyme) with a share capital of €3,800,000,000, registered with the Paris Registry of Trade and Companies (RCS) under No. 356000000 and headquartered at 9 rue du Colonel Pierre Avia, 75015 Paris, France, is organizing, from 15 September 2016 (10:00 AM Paris time) to 4 December 2016 (midnight Paris time), a Contest referred to as the "Service Design Prize" (French: Prix pour le Design de Service), rewarding the creations of innovative scenarios, whose theme is "La Banque Postale of the Future" (French: La Banque Postale de demain). This Contest, hereinafter referred to as “the Contest”, is organized in partnership with the International Design Biennial gathering of Saint Etienne (French: Biennale Internationale Design Saint-Etienne).
This Service Design Prize is open to any physical and adult individuals of French or foreign nationality.
Participants may enroll alone or as part of a team (maximum capacity: 4 participants).
Each participant (whether individual or group) may only issue one application for the entire duration of the Contest.
The accumulation of several applications (whether individual or collective) is not authorized. In the event of such an accumulation of applications, none of the latter shall be considered.
La Poste reserves the right to proceed – by any means of verification necessary – to the respect of the present article, as well as this entire regulation, notably the accuracy of information contained in the participant deliverables. Any identification that is false, incomplete, erroneous or performed in a form other than that specified, shall be considered null and void.
No La Poste agent or employee of the Cité du design is authorized to enter the Contest.
Contest entries are exclusively performed online at the following address www.prixdudesigndeservice-legroupelaposte.fr. Candidates complete a form and upload their works on the Contest website before 4 December 2016 at midnight for the first round. In the event of selection for the second round, candidates have until 31 January 2017 (midnight, Paris time) to send their edited and updated forms.
Past these dates, no application can be registered, nor can any downloaded document be modified.
A confirmation email shall then be sent within 24 hours to the project initiators.
The Jury will be paying specific attention to the clarity and readability of projects.
All content relating to the deliverable must be uploaded on the dedicated space on the www.prixdudesigndeservice-legroupelaposte.fr website before 4 December 2016 at midnight. Once downloaded, it cannot be modified
The Jury comprises international and external individuals of Le Groupe La Poste, under the presidency of Alice Holzman, Digital Communications Director of La Banque Postale. It will gather in February 2017 to select the three winners among the short-listed finalists, and to award the prize for the best foreign project.
The Jury is sovereign. It has no obligations to justify its decisions and is free to not award all prizes if necessary. Its decisions are not subject to appeal.
In parallel to the Jury’s vote, short-listed finalists will be submitted to greater public votes. These votes will be performed exclusively online on the Contest’s Facebook page between 13 February 2017 and 12 March 2017 at midnight, Paris time.
The Public Prize will reward the project that obtains the most votes on the Contest Facebook page. It can reward a project that has already been rewarded by the Jury.
The Foreign Project Prize is awarded by the Jury. Is it deemed the best “foreign project”, meaning a project whose initiators are of a nationality other than French. In the event of a project presented by an international team that includes French nationals, the project will be deemed “foreign” if over half of the candidates are foreign.
The Foreign Project Prize can reward a project that has already been rewarded by the Jury and/or public.
Forms that do not comply with the conditions laid down in this present agreement shall not be considered.
Projects examined and assessed by the Jury should:
The presentation of prizes and official announcement of winning names will take place on 20 March 2017 in Saint-Étienne, at the occasion of a ceremony, the International Design Biennial Meeting of Saint Etienne.
The winners undertake to be present at the said ceremony, or to have someone represent them.
The date of the presentation of prizes can be modified at the discretion of Le Groupe La Poste, without however involving postponement or advancement of deliverable submission deadlines.
Expenses related to the mobility and accommodation of finalists (or of the referent participant in the event of collective applications) for the award of prizes shall be reimbursed by La Poste, on presentation of written proof and in the limit of €200 including taxes per project. Should the issue of mobility concern members belonging to a same team, compensation shall remain limited to €200 including taxes. Meal costs are borne by the finalists.
The three project winners to be designated by the Jury shall receive the following rewards:
The project to win the Public Prize shall be awarded the sum of €1,000 including taxes.
The project to win the Foreign Project Prize shall be awarded the sum of €1,000 including taxes.
In the event of an application comprising several participants, the amount of the award will be divided by the number of participants registered on the application.
Hence, all participants will be awarded identical sums.
Rewards are given in the form of a bank cheque payable to the winner(s) exclusively.
The project to be granted the 1st prize will undergo hands-on experimentation by La Poste and La Banque Postale. The project initiator(s) will be invited to participate in this experimentation. Should they refuse, Le Groupe La Poste may perform the experimentation without the project initiator(s).
La Poste reserves the right – at any moment and without any prior information sent to candidates – cancel the Contest, shorten it, prolong it, report it or modify its terms, notably in the event of force majeure or unforeseeable circumstances, a malfunction due to a computer virus, technical failure, a bug, an external and unauthorized intervention on or intrusion of the computer system, fraud, intended fraud including use of a robot enabling the multiplication of Contest votes, or in the case of an event that is independent from the will of La Poste that may affect or jeopardize the good management, safety and equity of the Contest enrolment procedure and/or determination of finalists. Furthermore, as a result of this, the liability of La Poste will not be engaged.
Any attempt, by candidates, to bring damage to the www.prixdudesigndeservice-legroupelaposte.fr website, or sabotage the legitimate operation of the Contest, may constitute a violation of the French penal and civil codes. Should such acts be committed, La Poste reserves the right to claim any damages or interests from the concerned candidates, to the extent permitted by law.
In participating in the Service Design Prize, candidates agree that their projects may be subject to the internal and external communication of La Poste and the Cité du design, within the framework of the Service Design price, no matter the media used. Participants grant La Poste and the Cité du design the right to quote the selected projects in press articles and releases, promotional documents or brochures, and to showcase them to support the communication campaigns, as long as their names are referenced for a period of 5 years, without being paid for it, not having any right or benefit other than the award of the prize. These terms apply in particular to the online presentation of the Service Design Prize website. To these ends, La Poste and the Cité du design shall be in a position to perform any copy, graphic representation or photograph of the selected and rewarded projects along with their authors, providing that their name and occupation be specified.
Pursuant to the amended French Act No. 78-17 of 6 January 1978 relating to information technology, data files and civil liberties, personal data collected from participants as part of the present Contest is mandatory for candidates to enroll.
Personal data is processed and is under the responsibility of La Poste – Prix pour le service du Design – Direction de la communication – Direction de la marque – CP B711 – 9 rue du Colonel Pierre Avia – 75015 Paris, France, to which the candidates agree.
The latter shall be granted rights by La Poste – Prix pour le design de service – Direction de la communication – Direction de la marque – CP B711 – 9 rue du Colonel Pierre Avia – 75 015 Paris, France, including the right to obtain their data and to request, if need be, its rectification.
Candidates may also, for legitimate purposes, oppose to the processing of data that concerns them.
La Poste reserves the right to reject any application that should contain incorrect or misleading claims.
The present terms and conditions are submitted to French law. In the event of litigation, and no matter the nationality of the candidates, the French courts under the jurisdiction of the Paris court of appeal shall be exclusively competent.
The present rules are filed with Maître Marie-Josèphe Bouvet, judicial officer, 354 rue Saint Honoré, 75008 Paris, France.
La Poste - SA au capital de 3 800 000 000 euros
356 000 000 RCS PARIS
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