USPS Informed Delivery Tool
My Role: Researcher
Methods: Assessment Usability Testing, Comparative Usability Testing, User Interviews, Surveys, Analysis
Methods: Assessment Usability Testing, Comparative Usability Testing, User Interviews, Surveys, Analysis
Tools: Google Suite, Zoom
Deliverables:
Testing Plan | Iterative Testing Plan
Moderator Guide
Tasks Guide
Final Report
Deliverables:
Testing Plan | Iterative Testing Plan
Moderator Guide
Tasks Guide
Final Report
Does a USPS customer use Informed Delivery to its full potential?
Background
The USPS.com 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 USPS.com 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 USPS.com 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 USPS.com to use the Track a Package feature, which is also placed front and center on the home page along with the Informed Delivery tool.
Results
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.
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.
Discovery
Sources: National Alliance to End Homelessness; Invisbile People TV
Sources: National Alliance to End Homelessness
The Solution
Click on the image below for the full report.
Click on the image below for the full report.
