Taking advantage of insights within an organization consistently and meaningfully can be challenging. This was a critical task required of the U.S. Postal Service to ensure that both access to research and the investment of it are managed and measured more effectively following an enterprise audit of research practices. Our partnership with the Customer Experience & Market Insights team was focused on helping to better understand the practices and processes that currently exist within the organization and to what extent research was viewed by those consuming it.

During this period, the Insights team had just completed an analysis for a COTS tools that enabled enterprise search functionality and held a central, research repository. Using this as a benchmark with the understanding that the tool had to be contextually relevant to those user groups investing and managing research, Maga set out to shadow, interview, and facilitate generative research to better define and align on the value placed on insights. After being provided an overview of the tools core functions from the vendor the team developed clickable prototypes and UI mockups to learn how users could engage and the repository and enhance our strategy. Outputs of this effort helped to establish an implementation, adoption, and sustainment strategy, and brand for the tool.