US Postal Service
My team and I edited and rewrote human resources content for an internal website modernization and reorganization project at the US Postal Service.
About The Project
The Challenge
Before the start of the optimization project, HR information had accumulated for over 20 years and was organized primarily around department rather than topics related to user tasks or customer needs.
The Process
The team tackled the incredible challenge of consolidating 1,000+ pages and 2,600+ files distributed over three different websites into one coherent, streamlined customer experience. We interviewed subject matter experts, did extensive research on historical HR policies, and developed a style guide to streamline future content additions.
The Result
Through extensive user interviews, testing, and analysis of call center data, we combined, rewrote and reprioritized thousands of pages of content. More than 1000 pages were condensed into a little over 500, a 51% reduction that improved the HR experience for thousands of US Postal Service employees and reduced call center volume.