Ep 120: PostNL Innovation Lab with Karlijn Krol

Karlijn Krol from PostNL's Innovation Lab (Innovation Studio) joins me to talk about how posts can foster innovation: The Innovation Lab's position within the PostNL management structure The development cycle at the Innovation Lab Customers' willingness to pay for a product or service What the "moment of truth" is PostNL's baggage service (Bagageservice) - how it works, and how it was developed "Ownership" of a product during development and post-development Piloting a new service