A VISION FOR CUSTOMER EXPERIENCE
Developing a transformative customer experience (CX) takes a vision and an aligned organization. In the Spring of 2015 the U.S. Postal Service decided that it must make CX a central part to how and why it does what it does if it is to grow in the 21st century. As a lead in to the foundation of this effort, Maga worked closely with USPS and its partners to develop a high-concept vision of what an ideal experience should be in the future. The video was leveraged alongside a series of executive workshops to identify the core attributes of what customer experience means to USPS.
Since that time, USPS has invested heavily in customer discovery to map business and consumer journey maps and leverage service design and ethnography to identify opportunities for innovation. The CX Vision Video has been seen by over 15,000 employees, partners, and USPS customers and set the foundation for Customer Experience to become a central pillar to the Post Master General’s strategy for change management and the future.
U.S. Postal Service