Post Office
UK mail service provider & retail network
Electronic point-of-sale (EPOS) system
Post Office is the UK's leading retail network, providing essential services across branches and self-service channels.
Designed UX solutions for the latest iteration of the Post Office electronic point-of-sale (EPOS) system, ensuring usability across mobile devices, fixed-screen EPOS systems, and self-service kiosks.
Work included analysing legacy workflows to identify pain points, producing interactive prototypes for user testing, and delivering pixel-perfect specifications to the development team for accurate implementation.
- Role
- Senior UX Designer
- Scope
- UX & UI design · User research · Prototyping · Multi-device retail system
- Duration
- Mar 2017 - Mar 2018 · 1 yr 1 mth
- Location
- London & Remote
Challenges
- Legacy system was outdated and inconsistent across mobile, fixed-screen, and kiosk platforms
- Slow transaction processes, confusing navigation, and frequent errors impacted branch staff
- Multiple user groups - branch staff, mobile operators, and kiosk users - with differing and often conflicting needs
- System needed to scale to support future products without disrupting existing workflows
Role
- Conducted user research and analyzed legacy workflows to identify pain points and opportunities for improvement
- Produced sketches, whiteboards, and wireframes to visualize design ideas and communicate concepts to stakeholders
- Developed interactive prototypes to support usability testing and gather actionable insights
- Created pixel-perfect design specifications for the development team, ensuring accurate implementation
- Collaborated with branch staff, operations, and product teams to align design decisions with real-world use
Solution
Designed a unified EPOS experience that streamlined complex transaction workflows across mobile, fixed-screen, and self-service kiosk interfaces. The solution focused on clarity, efficiency, and consistency, ensuring staff could complete tasks quickly and accurately regardless of platform.
Workflow
Simplified complex transaction flows into clear, step-by-step interactions, reducing cognitive load and minimizing errors in high-volume scenarios.
Cross-Platform Consistency
Created a consistent design language across mobile devices, branch terminals, and kiosks, ensuring a familiar experience for users working across different environments.
Scalability
Designed with scalability in mind, enabling the system to support new products and services without introducing complexity or disrupting existing workflows.
Testing & Iteration
Validated the EPOS system using high-fidelity prototypes and user testing, enabling realistic interactions and ensuring workflows were intuitive, efficient, and effective in real-world scenarios.
Interactive Prototyping
Developed high-fidelity interactive prototypes that closely mirrored the final product, allowing users to interact naturally without relying on artificial hotspots.
Users could complete full transaction flows — adding and removing items, navigating between screens, and testing real scenarios — providing more accurate and actionable feedback during testing.
User Testing
Conducted usability testing sessions using the interactive prototype, observing how users completed key tasks and identifying friction points within transaction flows.
Insights & Iteration
Insights from testing informed design refinements, improving clarity, reducing errors, and streamlining interactions across platforms.
Product highlights
Screens and workflows redesigned to improve usability, efficiency, and consistency across devices.
EPOS: Voucher top up
EPOS: Payment screen
EPOS: Collection Enquiry Report
EPOS: Admin view
Impact
Delivered a cohesive and scalable EPOS system that improved usability, reduced friction in high-volume transactions, and ensured consistent experiences across all platforms.
- Improved transaction efficiency by simplifying complex workflows and reducing user errors
- Enabled consistent user experiences across mobile devices, fixed terminals, and kiosks
- Informed design decisions through usability testing, leading to clearer and more intuitive interactions
- Delivered scalable design solutions to support future products and services
