Pitney Bowes

Background

Pitney Bowes is a Fortune 500 company with over 4 billion a year in revenue that dominates the mailing-related product and service industry. While there is a Pitney Bowes product or service for almost every mailing need, many of these products/services are owned by different internal groups. Data was stored in different places, often in old and hard to access systems, and the overall web presence was inconsistent.

Pitney Bowes wanted a single point-of-access for all customers and a standard experience across all offerings.

Project Summary

A major aspect of this project was gathering, analyzing, and identifying all of the products, services, and support options, and the source systems involved. Since there were so many products and services, it was not obvious how to categorize primary users. Through interviews, we were eventually able to break down users simply into Large or Small Office users, and into 5 different goal-oriented groups: Solution Seekers, Product Information Seekers, Support Seekers, Supply Purchasers, and Product Updaters. These groups ended up directly mapping to the primary navigation.

Products and services from all of Pitney Bowes' groups are now available in a single location. They all also offer the same types of information and specifications for each product. In addition, the Solutions areas target key user groups and allow users to drill down from general solution-oriented topics to specific products and services.