GenAI Experience Strategy
Led a GenAI-driven experience strategy initiative for USPS.com and the USPS mobile app to identify, prioritize, and shape future-facing AI opportunities grounded in customer needs and technical feasibility.
Approach
- Facilitated internal and external workshops with 22 participants, generating 251 opportunity ideas
- Conducted AI-assisted competitive research across 4 leading e-commerce platforms and 4 postal services
- Ran viability and impact assessments across 6 opportunity areas, narrowing to 17 high-value concepts
- Created concept cards to consolidate 17 ideas into 4 prioritized GenAI initiatives
- Illustrated 4 service blueprints to map end-to-end customer and operational impact
- Partnered with data scientists to define conceptual architectures and data dependencies
- Delivered executive readouts and storytelling assets to align stakeholders and drive decisions
Outcomes
Delivered a clear, actionable roadmap grounded in customer needs and technical feasibility, aligning product, design, and engineering stakeholders around a scalable, future-ready AI vision for USPS digital platforms.
Defined a Future-Ready AI Strategy
Led a comprehensive GenAI/AI opportunity assessment, identifying 4 priority AI focus areas aligned to USPS business goals and customer experience improvements.
Accelerated Executive Buy-In
Created high-impact storytelling assets including journey narratives, service blueprints, and concept cards that secured cross-functional alignment across product, technology, and leadership.
Brought Human-Centered Design to AI Strategy
Applied HCD methods to ensure GenAI concepts addressed real user needs and meaningful friction points across USPS’s digital ecosystem.
Improved CX & Operational Efficiency Forecasts
Identified AI use cases with measurable upside, including reduced customer service load, improved delivery transparency, higher postal store conversion, and increased self-service success rates.
Client
United States Postal Service
Firm
AFS
Year
2025
Role
Design Director
Scope
Led a small, cross-functional team and partnered closely with product, engineering, and data science stakeholders.
Facilitated internal and external workshops, guided research and synthesis, and drove strategic alignment from discovery through executive readouts