Everyone uses the US Postal Service, but the experience is not always completely satisfying, and sometimes it’s confusing—signature confirmations, the variety of envelopes, the choice between certified and registered mail. For its part, each year the USPS handles more than 200 billion pieces of mail, delivers to more than 140 million addresses, and interacts with more than 7 million residential customers at post offices, call centers, and websites. The culture and values of this organization are (no surprise) based on operational efficiency, but the lack of focus on the customer can lead to fragmented experiences. MAYA partnered with the USPS to help it get a stronger understanding of its customers.