Photo:Jeff Pass

Jeff Pass

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

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Customer Experience & Continuous Improvement: The USPS Digital Approach

This presentation lays out’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 CX.
Nov 12, 2020