I found a framework that helped us scope down the responsibilities of letter carriers.
Following user interviews, we conducted further research into "aging at home", hoping to find an area that postal workers could comfortably intervene in.
Secondary research sourced from the National Institute of Ageing (NIA) - particularly, their "Ageing in the Right Place" report, defines four fundamental pillars that are essential in enabling older adults to age in the most appropriate setting where their personal preferences, circumstances, and care needs are met.
This helped customers of Canada Post trust the service more.
This framework helped my team and I scope down our service focus to the fourth pillar, improving social connections to reduce loneliness and social isolation. I felt that this focus would be essential in keeping the trust of Carriers that Care, as I feel that postal workers would not have the capacity to reasonably support the other three pillars without fundamental changes to their jobs.