Guidance on building better digital services in government
Alex has provided support to several commercial clients as well as Clark University, combining both highly strategic and creative solutions to deliver client results based on business analytics and user experience practices. For the past 5 years, Alex has been supporting both federal and commercial clients ranging from the John F. Kennedy Center for the Performing Arts to small local businesses across Worcester, Massachusetts. As a federal contractor, Alex has worked on high-impact clients including the Internal Revenue Service (IRS), the Department of the Treasury in support of the Department of Homeland Security (DHS), and now the United States Postal Service (USPS). Since 2019, he has been the User Experience Business Team Lead for USPS.com.
This presentation lays out USPS.com’s continuous improvement approach and how it combines analytics and customer feedback with iterative heuristic reviews, design, and usability testing to monitor, improve, and evolve the USPS.com CX.