Abstract
This paper describes user research conducted over the past three years for the U.S. Postal Service (USPS), with the overall goal of improving the usability of its website, USPS.com . This research has been part of a broad user-centered design approach to website enhancement implemented by USPS. This research has involved usability tests, card sorting, tree tests, and first click analyses, and has used input from representative users, both consumers and business users, and both in-person and remotely located across the U.S. In addition to yielding specific design recommendations to improve user experiences, optimize content organization, and contribute to the design of new functionality, the present research has provided insights regarding user needs, expectations, and preferences. This initiative serves as a good example of a large organization’s transformation of its web presence by employing an incremental, user-centered approach. It highlights the breadth of usability evaluation methods available and the benefit such research can have in improving the user experience of large organizations like USPS.
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