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Guidance on building better digital services in government
Jeff Pass made his first website in 1997 and has been involved in digital communications, usability, information architecture, content strategy, and design ever since. Since 2014, he has been the User Experience Team Lead for USPS.gov.
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.