USPS Management Tool.

WHAT IS IT

USPS MyPO is an all-in-one management system used by post office supervisors across branches and shifts. In the past decade, due to the popularity of online shopping, the rise in parcel volumes, dense urban environments, and increased customer mobility have driven a significant shift in customer expectations in the delivery industry.

USPS has a unique position in the market, they are the only delivery service that provides consistent routing. While their competitors, such as Fedex and UPS, provide dynamic or on-demand delivery services. USPS also has the biggest coverage, they operate over 5,000 post offices and deliver 154 billion mails and 4.5 billion packages every single year. In 2017, USPS partnered with Fjord to define their digital space, so they can provide their field teams with need better support, hardware, and software to improve their performances.

CHALLENGES

We have to create a digital experience that covers the vast tasks a supervisor goes through daily. A post office supervisor typically carries out 22 Carrier and Retail tasks daily. Every morning, as early as 2 AM, they check in with their clerks and drivers. Throughout the day, they need to continue communicating with the drivers and provide customer service to regular and enterprise customers. Finally, supervisors record logs and pass the information to the next shift supervisor.

Every post office experience varies greatly. Depending on the region, it impacts the volume of parcel and mail they need to process and the services they have to provide. For instance, an NYC mailman has to walk through flights of stairs and alleys carrying 20+ lb mail. While a small-town mailman delivers mail, sells stamps, and meals on wheels.

There is also an inconsistency in the devices they use because the government-issued iPhone 4 and Windows 95 just don’t play the part.

RESEARCH & PROJECT DEFINITION