USPS is modernizing the retail lobbies at sorting and delivery centers, aiming to provide faster, expanded services that will meet the needs of today’s customers.
The changes include refreshed lobbies, better signage, more self-service options and the availability of more government services.
“We want to create a retail lobby that is customer-centered — intentionally understanding what our customers need, how they think and how they behave — and putting them at the center of the whole design process,” said Maylee Kaiyuan, acting manager of the retail modernization effort.
Sorting and delivery centers, also known as S&DCs, combine several delivery units into a single large facility that serves multiple ZIP Codes in a geographic area. Many S&DCs include a retail lobby that serves the public.
The modernized lobbies feature digital menu boards that clearly display the latest USPS services and products, along with signs to guide customers to the right counter or self-service option.
Other features include rapid dropoff stations that allow customers to drop off packages within seconds, self-service kiosks and USPS Smart Lockers that enable customers to retrieve packages at any time of the day or night.
Additionally, outdated PO Boxes are being replaced with modular designs that expand capacity by up to 25 percent — with signs clearly showing sizes, pricing and pickup times.
There are also dedicated counters for passport services, plus secure rooms for other government services, such as biometric fingerprinting and identity verification.
USPS envisions these upgrades will increase retail traffic, promote new services and support future growth.
“We want a retail lobby that customers look forward to going to,” said Kaiyuan.
The prototype for the modernized retail lobby opened in Athens, GA, last year.
Additional locations recently opened in Binghamton, NY; Fort Lauderdale, FL; Hattiesburg, MS; Lafayette, IN; Stewart, NY; Waco, TX; and Williamsport, PA.
By the end of 2025, 12 centers are slated to be open, with six additional sites planned for 2026.
“Retail modernization is about more than new technology or updated lobbies,” said Chief Retail and Delivery Officer Elvin Mercado. “It’s about delivering the experience our customers expect from a modern Postal Service.”
