USPS Informed Delivery Tool
My Role: Researcher

Methods: Assessment Usability Testing, Comparative Usability Testing, User Interviews, Surveys, Analysis
Does a USPS customer use Informed Delivery to its full potential?
The website displays four ways of accessing and learning more about the Informed Delivery tool at the top of the homepage. Yet, 70% of my survey respondents had not heard of this feature, and 46% of these same respondents had a USPS online account. It is possible that these USPS customers do not use the website or, therefore, have not discovered the Informed Delivery tool. However, 95% of these respondents access to use the Track a Package feature, which is also placed front and center on the home page along with the Informed Delivery tool.
The study provided both qualitative and quantitative findings, including:
- Metrics: Objective and behavioral performance data used to evaluate the usability metrics against the pre-approved goals.
- Audience insights: Specific and actionable insights on how to optimize the user experience for customers.
-  Actionable improvements: Baseline information and prioritized recommendations for improvements based on research findings.
Sources: National Alliance to End Homelessness; Invisbile People TV
Sources: National Alliance to End Homelessness
The Solution
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