I had the pleasure of working with Ross during his time at Chaotic Moon on the Single Package Lookup project for the United States Postal Service. His approach in our first meeting was unorthodox, but effective. Not only did it get my attention but it was the out-of-the-box thinking that I was looking for. Ross stayed involved once the project kicked off and the solution was successfully implemented and deployed. Ross has a direct and candid approach that I appreciated. Too often consultants tell the clients what they want to hear instead of what the client needs to hear to be successful. I could always count on Ross to provide me the information that I needed to make the appropriate decision. I look forward to working together some time in the future.
Eagle Eye: Single‑package lookup for USPS.
A focused experience overhaul that turned a 23‑minute, multi‑system investigation into a streamlined, single‑screen flow for postal employees serving high‑value customers.
A 23‑minute search routine, repeated all week long.
One of the more common tasks for Post Office employees is investigating the whereabouts of customers’ packages – a 23‑minute affair for high‑value corporate clients that may be performed multiple times every week.
Each investigation required switching between systems, reconciling identifiers, and piecing together a timeline of a single package’s journey. The process worked, but it consumed time that could have been spent on higher‑value activities and created friction for employees and customers alike.
A single, focused experience with disproportionate impact.
Through the implementation of the Eagle Eye application, this process now moves 9.2 times faster than before. Instead of a long chain of lookups and cross‑checks, employees can work from a unified view of a package’s status and history.
For context, saving a USPS employee 21.5 minutes five times a week would result in 155 days of available time across the length of an average employee’s tenure with the organization (40 years). Sometimes an experience improvement is extremely focused but also extremely meaningful, producing substantial benefits to those for whom it is created.
▶ Eagle Eye walkthrough
Short demo or narrated walkthrough of the USPS Single Package Lookup flow, showing how the 23‑minute investigation became a single‑screen interaction.
