Perfect Package Experience
Company: United States Postal Service
Type: Design System
On this project we created a customer experience measurement that quantifies customer satisfaction and postal performance. Perfect Package expects to provide our customers with a frictionless experience where packages are delivered during the expected delivery time, to the right location, providing proactive visibility to keep customers informed.
Cannot report and address delivery issues in an integrated and customer-centric way
Create a metric and reporting mechanism which will identifies issues and then address those issues in a systematic and quantifiable way
Improved customer experience will drive increases in revenues while lowering the costs associated with handling missed expectations
Issue: Complex coding of base scripts for dashboard reporting
Solution: Increased documentation and support for partners
Affect to Business Value: Slows deployment
Risk: Cross departmental business units may not understand/accept a new metric
Solution: Early and frequent contact with decision-makers external to Enterprise Analytics
Main stakeholders of this project are functional groups and stakeholders of the United States Postal Service. Specific to this project, internal stakeholders are the main intended audience.
Importance to Customers
• World-class experience
• Trust that their package will be delivered when and where expected
• Consistent service for every package
Importance to Business
• Grows the business
• Increases market share
• Reduces costs
• Strengthens brand loyalty
The following tactics were used to increase internal communication within the organization, to achieve the intended communication goals.
Perfect Package is a CX metric that defines a frictionless package delivery from the customer’s perspective.
For June 2017, there were 442.7M opportunities for the Postal Service to complete a perfect package delivery. 340.8M deliveries were “perfect” and 101.9M were “imperfect”.
Scores were improving, with June 2017 as the highest performing month at 76.94%
• Released a limited interactive dashboard on July 28, 2017.
• Continued execution of communication plan
• Completed automation of weekly data refresh process
• Incorporated end-to-end scan visibility enhancement
• And fully automated Dashboard was release by end of FY 17