SERVICE DESIGN + CUSTOMER ENGAGEMENT
BRINING THE USPS UP TO SPEED
The USPS is ubiquitous. While it delivers 40% of the world's mail most of us take it for granted, we believe that its customers have deep-rooted, unconscious nostalgic attachments to it. Although the USPS is a fixture for most people, that doesn't mean they are happy customers, Partially to blame is the diversity of its customer base which makes exploring new growth options a challenging task, but a necessary one as the organization continues to haemorrhage, with a projected $20B deficit in 2019. Out team sough out extensive customer insight and conducted investigations around customer experience to find out how to better serve private and business customers reveal the deeper risks and opportunities available to the USPS.
ROLE
Market Research
Visual Communications
Marketing Strategy
DMBA TEAM MEMBERS
Justin Brown
Izzy Shu
Mitch Geere
Elaine Goddard