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USPS DMM Transformation Project

mailing standards of the united states postal service

 


Overview
From 2003 to 2005, I worked as part of a 15-person team to transform the Postal Service’s primary rules document into a tool that supports users’ needs and activities. The project began in 2001, with the goal of making the information in the document more accessible for postal employees and all segments of customers. To that end, the team designed a system of documents, each targeting a different audience.

 

Process
The DMM 100 was designed to meet the needs of household mailers, providing information on what you can mail, choosing a service for mailing, adding extra services, addressing requirements and preparing packages. The DMM 200 was designed for businesses and organizations who want to use the mail to acquire customers, retain their current customer base, or fulfill orders.

During my time with the team, we developed the DMM 300, which contains 1,500 pages of official standards and regulations for mailing in the United States. This document is uniquely positioned because it serves two important roles. In one sense, it is a legal document, outlining the binding details of all domestic USPS services. At a different level, it acts as a guide for high-level users in the design and preparation of bulk mailing.

Experience
Working on the DMM Transformation Project was a key component of my education at Carnegie Mellon. The project management was outstanding, the conviction to user-centered design impressive, and the opportunity to work with project director Richard Buchanan and project manager Angela Meyer invaluable.

I worked on many interesting and exciting challenges in the course of the project, including:

  • early exploration for the addition of a Table of Contents;
  • redesign of all informational tables;
  • development of a guide to using the Manual;
  • formative and evaluative research with USPS employees in the field;
  • reorganization of the Index according to the new structure; and
  • information visualization for internal communications.

References for my work on this project are available upon request.