Press release -
Post Office launches 'Next Generation’ branch, a pilot to update the network and improve customer experience
Post Office launches its ‘Next Generation’ branch, a pilot to update the network and improve the experience of Post Office customers
The Post Office has unveiled its sixth ‘Next Generation’ branch in Luton.
The initiative, which began with the opening of the first pilot branch in Pitsea, Essex in November 2024, is a major part of Post Office’s long-term transformation plan to future-proof its operations and better serve its customers.
The Luton branch officially opened on 30 September and is run by postmistress Smita Verma. It’s the largest in the pilot scheme so far and joins Aldbourne in Wiltshire and four other locations in testing this new branch format. The final pilot branch as part of this initial phase opened in Fakenham, Norfolk on 24thOctober. A detailed evaluation of the pilot will take place over the following months.
Post Office’s new look, modernised ‘Next Generation’ branches have been developed with retail design specialists ITAB—whose portfolio includes major high street brands such as Morrisons and Pets at Home
The ‘Next Generation’ branch format is the result of 18 months of research and stakeholder engagement
The first phase involved a deep dive into what customers wanted from their post office as well as looking at operational efficiency and brand positioning
The new branch format introduces several innovations, including:
- Digital screens to improve customer awareness of products and services that the branch provides
- Identity walls for professional passport photo services, featuring enhanced backgrounds
- Service directory displayed on the storefront to tell customers about available services in that branch, including carrier partnerships such as DPD and Evri
- New PUDO (pick up and drop) storage for branches to help postmasters with the storage of parcels as Post Office takes on new carriers into their branches
The refreshed design of the ‘Next Generation’ branches includes a revised colour palette, keeping Post Office red as the main colour while introducing purple as a secondary tone.
This change was driven by customer feedback, which indicated a desire for a more modern and less cluttered look from their post office.
The pilot branches also place greater emphasis on the Post Office’s three core service areas: Banking, Mails, and Travel Money.
Recent research revealed that 35% of customers were unaware they could access banking and travel money services at their local branch— highlighting a key opportunity for ’Next Generation’ branches to improve their communication and signage regarding these services.
The pilot programme is designed to be scalable across the network with plans to roll out the modernised format to branches subject to Department for Business and Trade (DBT) funding.
The initiative is being delivered in close collaboration with postmasters, who will play a critical role in shaping and investing in the new format.
The ‘Next Generation’ Luton branch is very close to WHSmith store where the branch had been based before that store closed in April and in the new look store there are many familiar faces who worked at the former Luton Post Office.
Postmistress Smita Verma has also run a busy mains branch in Hoddesdon since 2016 and is opening a third branch in Halstead, Essex in the next couple of months.
Smita has added a retail side of the store in Luton with stationery, gifts, cards and photo services including a photo booth and print services.
Steve Fox of Post Office’s Transformation Delivery Network said: “This initiative signals a significant evolution in the Post Office’s retail strategy - one that blends heritage with innovation to meet the demands of today’s consumer. In an increasingly competitive retail environment, the Post Office’s ‘Next Generation’ programme represents a bold step towards making the network fit for the future, enhancing customer engagement, and reinforcing their role as a vital community hub.”
Smita Verma, postmistress of Luton Post Office said: “People are thrilled that the post office is open in this shopping centre again and I’m really happy with my new look post office. It’s spacious and streamlined and tells customers exactly what we do and why we’re here. It’s definitely a popular addition to Luton and we’ve had a huge amount of footfall in the first few weeks of opening. Customers tell me they love the new look. I’m very proud to be running one of Post Office’s ‘Next Generation’ branches."
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About the Post Office
- With over 11,500 branches, Post Office has the biggest retail network in the UK, with more branches than all the banks and building societies combined.
- Post Office is helping anyone who wants cash to get it whichever way is most convenient. Partnership with over 30 banks, building societies and credit unions means that 99% of UK bank customers can access their accounts at their Post Office.
- Cash withdrawals, deposits and balance enquiries can be made securely and conveniently over the counter at any Post Office; and the biggest investment by any organisation or company in the last decade is being made to safeguard 1,400 free-to-use ATMs across the UK.
- Post Office is simplifying its proposition for Postmasters with a focus on its cash and banking; mails and parcels; foreign exchange; and; bill payments services.
- Research has found that visits to the Post Office help drive another 400 million visitors to other shops, restaurants and local businesses equating to an estimated £1.1 billion in additional revenue for High Street businesses.
- 99.7% of the population live within three miles of a Post Office; and 4,000 branches are open seven days a week.
