Increased online transaction revenue by 20%
Supported over $100 million in cost savings
Improved Web site usability and effectiveness for individual customers and businesses
Developed Business Channel strategy for new solutions-based, customer focused site
2005 Excellence.gov
Winner
2004 Excellence.gov
Finalist
To centralize Web site development to streamline content and create a consistent user experience. USPS® faced the following challenges in achieving its objective:
USPS established the Internet Channel to address its challenges. Working in conjunction with Aquilent, the Internet Channel's strategy includes:
Reducing operating costs by migrating high-volume, low-value transactions from high-cost channels to USPS.com
Working with internal stakeholders to develop and deliver Web-based solutions that increase market share
Promoting enduring and productive relationships with businesses and citizens through improved Web site functionality
Promoting and training internal audiences to increase the visibility of USPS.com to the organization
Aquilent helped USPS develop and implement a comprehensive suite of interactive services specifically tailored to the organization's needs. Web site improvements were specifically designed to meet USPS' business goals and strategy through the following measures :
Evolving look and feel and improved information design to support USPS' brand identity
Developing a style guide to create uniform and consistent user experience guidelines and communicate guidelines to internal stakeholders
Developing and managed content
Analyzing Web logs to gain insight into customer behavior
Conducting iterative usability tests and user research
Cataloguing and improving the site's information architecture (e.g., navigation, indexing, and organization)
Developing robust metrics reporting capabilities
Developing multiple change management initiatives (e.g., internal campaigns and training programs to elevate profile of Internet Channel and USPS.com within the organization)
USPS.com directly supported over $100 million in cost savings. Site improvements allowed customers to find information and conduct business more easily. Ongoing results include: