Post Office
Electronic Point of Sale (EPOS) System
Post Office
Electronic Point of Sale (EPOS) System
Overview
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.
Conducted user research and analyzed legacy workflows to identify pain points, proposing design changes to improve system usability and overall user experience.
Produced interactive prototypes to enable user testing, generating actionable insights that informed development decisions and ensured accurate implementation.
- Role
- Senior UX Designer
- Scope
- End-to-end UX design for Post Office EPOS across multiple platforms
- Duration
- Mar 2017 – Mar 2018
- Location
- London & Remote
Overview
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.
Conducted user research and analyzed legacy workflows to identify pain points, proposing design changes to improve system usability and overall user experience.
Produced interactive prototypes to enable user testing, generating actionable insights that informed development decisions and ensured accurate implementation.
- Role
- Senior UX Designer
- Scope
- End-to-end UX design for Post Office EPOS across multiple platforms
- Duration
- Mar 2017 – Mar 2018
- Location
- London & Remote
Challenges
The Post Office’s previous EPOS system was outdated and inconsistent across mobile devices, fixed-screen branch systems, and self-service kiosks. Legacy workflows caused inefficiencies for staff, including slow transaction processes, confusing navigation, and frequent errors.
Multiple user groups — branch staff, mobile operators, and kiosk users — had different needs, making it challenging to design a single coherent system. Operational constraints and real-world business requirements added additional complexity, requiring careful consideration of both usability and reliability.
To fully understand user behavior, observation sessions were conducted in a fully functional ‘model’ branch built inside Post Office Headquarters, where branch managers completed daily transactions while actions were observed, recorded, and analysed.
The new system needed to be scalable, supporting future products and services without compromising usability or workflow efficiency.
Challenges
The Post Office’s previous EPOS system was outdated and inconsistent across mobile devices, fixed-screen branch systems, and self-service kiosks. Legacy workflows caused inefficiencies for staff, including slow transaction processes, confusing navigation, and frequent errors.
Multiple user groups — branch staff, mobile operators, and kiosk users — had different needs, making it challenging to design a single coherent system. Operational constraints and real-world business requirements added additional complexity, requiring careful consideration of both usability and reliability.
To fully understand user behavior, observation sessions were conducted in a fully functional ‘model’ branch built inside Post Office Headquarters, where branch managers completed daily transactions while actions were observed, recorded, and analysed.
The new system needed to be scalable, supporting future products and services without compromising usability or workflow efficiency.
Role
Responsible for the end-to-end UX of the Post Office EPOS system across mobile, fixed-screen, and self-service kiosks. Combined user research, workflow analysis, iterative design, and close collaboration with stakeholders and developers to ensure a coherent, usable system.
- 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 closely with branch staff, operational teams, and product managers to align design decisions with real-world requirements
Role
Responsible for the end-to-end UX of the Post Office EPOS system across mobile, fixed-screen, and self-service kiosks. Combined user research, workflow analysis, iterative design, and close collaboration with stakeholders and developers to ensure a coherent, usable system.
- 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 closely with branch staff, operational teams, and product managers to align design decisions with real-world requirements
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.
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 during high-volume usage.
Workflow
Simplified complex transaction flows into clear, step-by-step interactions, reducing cognitive load and minimizing errors during high-volume usage.
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.
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.
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.
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.
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.
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.
Insights & Iteration
Insights from testing informed design refinements, improving clarity, reducing errors, and streamlining interactions across platforms.
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
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
About
Seasoned UX/UI Specialist with a proven track record of creating intuitive and user-friendly interfaces for a wide range of products.
Over the years, enjoyed collaborating with established companies, financial institutions, government organizations, and digital agencies to create solutions that work for both users and business goals.
About
Seasoned UX/UI Specialist with a proven track record of creating intuitive and user-friendly interfaces for a wide range of products.
Over the years, enjoyed collaborating with established companies, financial institutions, government organizations, and digital agencies to create solutions that work for both users and business goals.