UK Post Office (Retail and Public Services – B2B & B2C)
​
Platform: Point of Sale (POS) and eCommerce
Role: End-to-End Product Design
The UK Post Office, one of the country’s most recognized and trusted institutions, needed to modernize its customer-facing point-of-sale (POS) system to improve efficiency, accessibility, and cost-effectiveness across its national retail network. As Product Design Lead, I directed a comprehensive redesign that reimagined how millions of customers interact with postal, financial, and government services each year. The initiative focused on improving usability, reducing maintenance costs, and creating a modern, mobile-optimized platform that supported both self-service and staff-assisted transactions.
I led extensive discovery and research sessions with customers, employees, and stakeholders to understand user pain points and operational inefficiencies. Based on this data, I developed detailed personas and mapped user journeys that highlighted barriers to adoption and opportunities for automation. My team and I designed new interaction models, streamlined workflows, and created accessible, mobile-friendly prototypes compliant with WCAG standards. The redesign also introduced self-service options that reduced staff dependency, improved transaction speed, and enhanced accessibility for users with varying abilities.
Replatforming efforts focused on scalability and long-term cost reduction, replacing legacy systems that had accumulated more than £25 million in maintenance costs over ten years.
The new POS design is expected to deliver significant operational savings, improve customer satisfaction, and empower users to complete transactions independently. Staff efficiency will increase as routine assistance decreases, and the intuitive interface will reduce training time and support needs. Beyond modernization, the redesign positions the Post Office as a forward-looking service provider—one that integrates accessibility, cost efficiency, and customer empowerment into a single, unified experience.
