International Assistant
International Assistant is a convenient online tool designed for customers to easily file their international inquiries.
Duration
5 Months
Client
United States Postal Service
Role
UI Design
UX Design
Problem
Half a million international inquiries and claims, two thirds were handled by call center agents at the Customer Care Center despite the availability of an online claims filing option. As a result, international inquiries and claims are driving down the USPS’ overall customer experience while also limiting the USPS’ ability to decrease operating costs.
Goals
-
Create a clear, conversational user experience.
-
Decrease Customer Care Center calls
-
Increase self-service use for international inquiries
-
Make the process simpler
Approach
Explorations
We initially considered minor updates to the existing online inquiry form, but research and user feedback revealed the need for a full redesign to reduce Customer Care calls and improve the online experience.
Key Trade-offs
-
Redesign approach: Chose a structural overhaul over incremental tweaks to meaningfully reduce Customer Care calls.
-
Experience vs. constraints: Created a conversational flow that works within USPS systems.
-
Content strategy: Simplified steps and instructions to reduce user confusion while maintaining completeness.
Navigating Constraints
I collaborated closely with project manager, BA, QA, and stakeholders, testing early and often to balance ambition with feasibility. Accessibility, usability, and the goal of reducing calls guided every design decision.
Solution
I led UX design efforts within a 10-sprints, human-centered design process, working closely with USPS during requirements sessions. I designed the tool to make the process simple and guided, added auto‑filled shipment data to reduce manual input, included a save‑and‑resume option, and made sure the UI was consistent and accessible.
Results
The redesigned experience provided users with a clear, guided path that made filing international inquiries feel straightforward and approachable. The conversational flow and simplified steps helped users move through the process with greater confidence. Early testing showed stronger task completion and reduced reliance on Customer Care, reinforcing the value of a user-centered, accessible system.
Impact
-
Expected $800 K annual savings from reduced call volume.
-
Increased user confidence and faster online completion.
-
Higher self-service adoption and fewer escalations to Customer Care.
-
Consistent, accessible interface aligned with USPS design standards.
Making Inquiries Feel Natural
I guided users through a conversational flow to simplify a complex process. Sections like “Ask Recipient to Search” and “Reasons for Inquiry” simulate a dialogue, helping users provide accurate information step by step without feeling overwhelmed.
Encouraging Online Completion
I designed the form with clear step-by-step guidance, making it intuitive and easy to complete online. I added save-and-resume functionality so users could finish later without calling Customer Care, increasing the likelihood that more users would successfully complete the process independently.
Designing for Everyone
I prioritized accessibility to support all users, regardless of ability or background. I made required documents easy to find and understand, ensuring that users felt confident and guided throughout the entire process.
Learnings
I learned that clear, step-by-step guidance and concise language improve completion rates. Starting with accessibility and a reusable design system reduces rework and ensures consistency. Early usability testing and planning for data integration help streamline development. Overall, a structured, user-centered approach delivers a solution that benefits both users and the business.
Interested in more of my work or how I could apply this to your projects? Let’s connect!
