Single Package Lookup
An elegantly simple tool designed to remove the complexities of locating a lost package
M Y R O L E :
D E S I G N D I R E C T O RVisual: Michelle Oros, Annie Lin
UX: Mike Edwards, Robert Boler
Illustration: Annie Lin
Development: Matt McCloskeyDecreases in commercial customer shipping revenue amounts to over $3 billion of total USPS churn annually, and churn from shipping products is accelerating at the fastest rate of all USPS offerings. One of the main reasons that USPS commercial customers churn is due to delivery issues, including tracking of packages.
Looking for lost packages accounts for over 40% of calls to the representatives who service commercial customers (BSN reps), which equates to approximately 2 out of 5 days a week spent engaged in lookup related tasks. Reps must access multiple disparate systems and manually search through pages of data to locate bits and pieces of information they need to locate a package. It’s a costly and time consuming process.
W H A T W E D I D . . .Simplifying the complex
After extensive primary research spending time interviewing and observing BSN reps work customer cases, we created an elegantly simple, purpose-built application for them. The SPLU tool seamlessly integrates contextually relevant package data from multiple USPS systems, reducing the time and effort it takes to locate a customer’s package.
Work smarter not harder
A primitive AI algorithm analyzes a package’s tracking events at the moment a customer service request is generated. We put data to work so service reps don’t have to work so hard.
Connecting pieces of the puzzle
Leveraging the power of the highly accurate algorithm, the app is able to put together puzzle pieces and help the BSN rep make a complete picture of where the package is and how it got there.
Case management at a glance
The ability to manage multiple service requests at various stages drastically streamlines the process of working a single service request from beginning to resolution.
Check out the concept video.
T H E R E S U L T S . . .“It’s so intuitive! It’s like you took all the things in my head and put it on one screen.”
BSN Representative
