USPS: EagleEye
OVERVIEW
For USPS employees, answering “Where is my package?” meant hopping across tools, systems, and paper—under pressure from valuable customers.
THE CHALLENGE
One of the more common tasks for Post Office employees is investigating the whereabouts of customers’ packages – once a 23‑minute affair for high‑value corporate clients that may have been performed multiple times every week.
Each investigation required switching between systems, reconciling identifiers, and piecing together a timeline of a single package’s journey. The process worked, but it consumed time that could have been spent on higher‑value activities and created friction for employees and customers alike.
DELIVERED
A focused experience overhaul that turned a 23‑minute, multi‑system investigation into a streamlined, single‑screen flow for postal employees serving high‑value customers.
WHY IT MATTERED
Through the implementation of the Eagle Eye application, this process now moves 9.2 times faster than before. Instead of a long chain of lookups and cross‑checks, employees can work from a unified view of a package’s status and history.
For context, saving a USPS employee 21.5 minutes five times a week would result in 155 days of available time across the length of an average employee’s tenure with the organization (40 years). Sometimes an experience improvement is extremely focused but also extremely meaningful, producing substantial benefits to those for whom it is created, customer and employee.
