Overview


After using USPS mobile app, I figured that the experience was challenging for users to navigate around the app and finish their desired tasks. I noticed an inconsistency with the design system and how the app was making the users leave the app to finish their tasks on a separate browser.

The purpose and the goal of redesigning the USPS mobile app are to provide accessible service to all kinds of users with an improved user experience and consistent design system. 




Role
UX Designer

Team
Solo

Duration
2 Months







Design Challenge


How might we create a faster and highly accessible solution to improve the user experience of the USPS mobile app?








Evaluation + Discovery


Current USPS App Design

After reviewing the current USPS mobile app design, I noticed a couple of obstacles to user experience:



Competitive Analysis


The two main parcel service companies that provide similar services to USPS are UPS and FedEx. After reviewing and using these two companies’ apps and including them in user interviews, I was able to observe certain pros and cons of each company. 








Empathy Map
I used an empathy map to organize and collect how the users feel, hear, see, say and do when they are at USPS, or performing any actions related to postal services. Ultimately, I also documented the users’ pains and gains to better create solutions and experiences for the USPS mobile app.  





Redesign Goals





Research


Exploring user pain points

Since I wanted to form a solution by collecting data from groups of users who have experienced using postal services either in-person or on the app, I decided to interview individuals in different age groups with different kinds of postal service experiences.

I conducted 5 interviews and asked questions about their experiences of using postal services and their thoughts on the current USPS mobile app. Here’s what makes the redesigned USPS mobile app more efficient for the users to track and have better postal office visit experiences. 

Personas

From 3 redesign goals and conducting interviews, my personas were created for two individuals in different age groups. Both individuals have the same goals: spend less time at USPS and get their tasks done quicker and easier. 

Planning


Concept

Re-designing a current USPS app to be faster and more approachable to the users of USPS by understanding the specific challenges that users encounter when they navigate, search, or browse through the app.

User Storyboard

I constructed a scenario with two different lenses (big-picture, close-up) where the user is searching for ways to accomplish their desired task at the USPS faster with no challenges. 

 




User Flows

The following are three different types of user journeys:

1. Tracking Package
2. Live Feature
3. Buy Stamps

The first user flow is most used by the users and the second feature is one of the features that USPS can potentially have for the mobile apps. Lastly, buying stamps flow will allow users to purchase stamps through the app.





Sketches & Wireframes 





Design Guide




Usability Study


For my user research study, I interviewed 4 people, 2 males and 2 females, aged from 20 to 60 years old and each sessions lasted 10-15 minutes, based on a list of prompts. During the interview, users were asked to complete 5 tasks:

1. Prompt 1: If you are accessing the USPS mobile app, what feature would you use the most?

2. Prompt 2: Let's open the mobile app and try to track the shipment. How would you go about doing that?
    • Follow-up: Do you think the tracking feature is one of the most used features in the app? Would it be
       helpful to have the tracking page as the homepage? Why or why not?

3. Prompt 3: Enter the tracking code in the search bar and complete the tracking process.
    • Follow-up: How easy or difficult was this task to complete? Is there anything you would change?

4. Prompt 4: From the home page, figure out where you would go to buy stamps.

5. Prompt 5: How did you feel about this USPS app overall? What did you like and dislike about it?









Users were encouraged to speak their thoughts and determine if the user can successfully complete the desired task of their choice (tracking, buying stamps, checking prices, etc.) within the prototype of the USPS app.








Findings


︎︎︎ 3 out of 5 paicipants had trouble using the < arrow and going back to the homepage.
This means that the backspace arrow is dicult to comprehend/use for most users. inse theme based on that observation.

︎︎︎ 3 out of 5 participants couldn’t recognize the navigation/menu icon.
This means that not everyone is familiar with the 3 lines navigation/menu icon.

︎︎︎ 4 out of 5 participants found selections and other details in the shipment details well organized.
This means that the use of selections and containers is useful for almost all users.

︎︎︎ 3 out of 5 paicipants having to scroll to reach the boom of the page is not the most convenient way to view the entire contents displayed on the homepage.
This means that information can be divided into their pages and have an option/buon to view rest of the information.

︎︎︎ 2 out of 5 paicipants questioned the purpose of inserting a zip code when seing up the account.
This means that explanations/reasons why entering a zip code is needed on the setup page.



Working with feedback



• From After the usability testing, I realized that arrow with no “back” can be misleading to some users and the profile icon is not necessary on all flows.

• Tracking page should have more details about the package, including the tracking number and other information related to the package instead ofhaving to leave the app. 



Final Screens!








Takeaways



Be able to see the bigger picture and the entire experience instead of  being caught up on small details.

My goal in re-designing the USPS app was to improve the current app to be faster and more approachable to a wider range of users. Through interviews, prototyping, and conducting user testings, I discovered that instead of focusing too much on one aspect of design such as navigation or search bar, I learned to see how these are parts of the components that created a whole in the entire experience flow. 

Since this project was also a re-design project, I tried to make this project a solution to the problems that I and the users have noticed while using the app. The ability to notice the improvements by listening to the users and hearing their experiences have taught me to focus more on the users’ needs and desires.








© 2022 Lucy Baik



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