Summary:

• actual users thought the APC was easy-to-use
• to increase usage of the APC, a postal worker encourages and helps people to use it as an alternative to waiting in line
• think about placing the APC in other locations and also at a more prominent location within the post office
• given the user state of mind when they are at the post office, it is difficult to convince people to use it

In conclusion, the APC is a well designed self-service kiosk. Where improvements can be made is in the thinking of the placement and role of the APC. Is it actually making a difference in the customer's experience? Are lines getting shorter at all? At the post office I visited, there was a dedicated worker whose job it was to convince people to use it and to help them use it. This is a good idea in order to try to change people's habits and ease them into the use of technology.

References:

Annual Comprehensive Statements of United States Postal Service:
2001 - http://www.usps.com/history/cs01/
2007 - http://www.usps.com/strategicplanning/cs07/chpt4_005.htm