The Project Overview
This case study focused on improving the customer experience of USPS -Informed Delivery by providing a reporting feature, users will have a convenient way to report problems with their mail and packages, leading to better customer satisfaction, based on feedback and market research.
What is Informed Delivery?
Informed Delivery is a service offered by USPS - The United States Postal Service
that allows users to
Preview their incoming mail and packages.
Provides digital images of letter-sized mailpieces.
Allows users to track packages.
The Process
Research on USPS - Informed Delivery
I researched USPS - Informed Delivery and found that In 2022, the Informed Delivery service with expanded features, the percentage of ID users saying they are “satisfied” or “very satisfied” with the service is not growing. User satisfaction has remained unchanged at 86%. And I wonder, why?
Competitive Analysis
In this market, there are several competitors that could be considered as direct competitors such as FedEx Delivery Manager, USPS My Choice, Amazon Map Tracking, and DHL express-On Demand Delivering.
While these alternatives may not offer the same level of package tracking and mail preview functionality as USPS Informed Delivery, they can provide customers with similar updates and information through other means.
Problem
People still do not value this service and feel not safe even more when they get upcoming mail notifications but still haven’t received them.
For some of the mail items, users cannot track or find a way to know where the mail is. When users try to report the issues through the ‘I didn't receive this mailpiece’ function, there is nothing happened and it doesn’t seem helpful.
User interview
I conducted 5 user interviews via Zoom and Messenger and found that 4 out of 5 users expressed dissatisfaction with
The delayed service
Difficulties in tracking mail
Missing mail
The challenging process of reporting mail issues.
Furthermore, these users indicated a preference for using the competitor's service.
User Interview Debrief
Persona
After interviewing users and collecting information, I became Dr. Peter, a user who doesn't have much time to handle missing mail and tracking. I need a straightforward feature to report problems and feel assured that everything is in the system.
Storyboard
User Flows
HMW
After I interviewed 5 participants, and knew the user journey, and I come up with
‘How might we help users who have experienced missing mail feel like they will always receive help and feel confident that the appropriate action will be taken by USPS?’
Ideation
Sketches
Mid - fidelity
Hi Fidelity & Solutions
Adding 'I received this mailpiece'
above 'I didn’t receive this mailpiece' option
These could be for user’s records, they can come back and update their mail-receiving status
For ‘I received this mailpiece, we will notify users whether users have received this mailpiece or not.
After the user informed ‘I didn’t receive this mailpiece’, it will take the user to the quiz asking more detail about the mailpiece.
Once users press NEXT, it will directly go to 3 options,
Live chat —->Directly to Report/Status tracking
Call center —->Directly call to call center
Report form —->Users can Request contact back
Having Informed Delivery History for at least 2 weeks, including...
Details of mail
Status, received/not received.
Report status
Action-taking status
Usability Testing
I conducted user testing with the prototypes to identify any remaining issues and refine designs further. Based on user feedback, I made several changes to the interface and added more personalized recommendations.
Testing type : Remote moderated
Testing Tool : Zoom
Participants : 5
Task Flows
TASK 1 : How to report mailpiece problems
TASK 2 : How to track the report history
Success measurement
Tasks completion
No errors or fewer errors.
Easy to use
Analyzing Test Results
What worked
UI design is nice, comfortable, and align with the original design and not feeling too solid.
Simple to finish the tasks
UI is clean and aligned with the original design
The reporting actions are useful and make users feel helpful with the problems
It’s good to have ‘I received this mailpiece’ to be the option to remind users about the mailpieces
Recommendations
The quiz question is a bit confusing.
Reorder the reporting action.
It should have the case number when reporting the problem.
It would be nice to get the auto-confirmation email after submitting the report.
On the landing page, it should have a service alert to notify users in case of a mail delay
Iteration based on recommendations
Change the quiz question
I changed the quiz question from ‘How long have you been informed about this mailpiece?’ to be ‘How many days have you been missing since the notification?’ to get the right detail from the user for the next step of reporting.
Reorder the reporting action
According to the usability testing, the majority of users preferred requesting contact back the most, clarified that 3 out of 5 participants preferred to be contacted via email. I reordered the reporting action to prioritize the most commonly chosen action.
Add the case number when reporting the problem
I made sure to include a case number on the confirmation page, as usability testing has confirmed that case numbers play a crucial role in maintaining a historical record of reported cases and contribute to trend analysis, identification of recurring issues. And notify users that we have also sent them the report submission email.
Task 1 and Task 2 are 100% completed by the users.
All users love the new feature of reporting mailpiece issues.
Users are happy to see more throughout the test.
Success metrics
I will keep the UI design style and stay consistent.
I will iterate the design as the user suggests and keep testing to get the best version for users.