United States Postal Service CAPS Signup | Brand Experience Project

by Jamie Sanford on August 26, 2019

Click here for all posts in the Brand Experience Project.

I discovered a strange anomaly today on the US Postal Service’s website, and had to share.

For business reasons, I had to research how to get an account to pay the post office for processing a business reply mail card.

I then got further down the page and found the forms to use in order to enroll in the program. Great.

The first form is a PDF. It is not set up so that complete it online, which is aggravating – although I guess it doesn’t really matter, because as you can see under the steps, I have to submit this IN THE ACTUAL MAIL. Now, I know this is the post office, but I just changed my personal address online without issue. I am stunned that this requires forms sent in the mail.

However, it got weirder when I clicked on the second link for the other form I had to complete to apply for an account.

The nice PDF from before is gone, replaced with this really unfortunate form. In addition, the only way to manage this is to fill it in online and then print it out and mail it in, with the previous form.

  1. Why are the fonts so many different sizes?
  2. The row numbers fields do not need to populate like this. It should offer one line, with an option to keep adding lines as necessary.
  3. Why isn’t this a PDF like the other form?

I then scrolled down and saw this:

This form hasn’t been updated since April of 2012. That explains a lot.

This is obviously a huge miss by the USPS. I am certain that fewer and fewer companies have needs for pre-paid mailings, but this is still a service that is offered, and should be dragged into slightly more modern times.

There are obviously major issues with inconsistency in how this process is designed. Here’s how I think it could go:

  1. One form encompassing all information they need to create a CAPS account.
  2. If they insist on the customer printing and mailing said form, it should be generating a PDF of the completed form, in a format that is easy to read and process by whoever is receiving the form and processing it at USPS.
  3. Or, they could just let people submit their applications online, which seems like a much smoother and faster option.

Let me know how you would fix this antiquated system on Twitter.

Thanks for coming by to visit JamieSanford.com. If you enjoyed reading this post, please follow @JamieSanford on Twitter, subscribe to the RSS Feed or subscribe via email so you'll always be updated of my latest posts! Just enter your email address below and click the Subscribe button.

Leave a Comment

Previous post:

Next post: