UK Post Office
Self-service kiosk and digital experience redesign for the UK Post Office, improving usability through extensive user research and journey mapping.
Duration
1yr
Team
5
Scale
Enterprise
Scope
United Kingdom
Overview
The UK Post Office engaged in a redesign of its customer-facing point-of-sale (POS) system, a critical component of its public service offerings. Grounded in a research-led approach, the project spanned the public services industry, aiming to improve accessibility, user experience, and operational efficiency.
Challenge
The existing POS system incurred unsustainable maintenance costs exceeding £25 million over a decade.
Users faced a complex interface, leading to poor adoption and frequent requirement for staff assistance.
Limited mobile optimization and accessibility features hindered customer self-service and satisfaction.
Research & Discovery
Conducted user journey mapping and persona development to identify customer pain points and needs.
Led iterative prototyping sessions informed by usability testing to refine interface designs.
Conducted stakeholder workshops to align on accessibility and inclusive design standards, ensuring WCAG 2.0 AA compliance.
Solution & Deliverables
Delivered an end-to-end UX/UI overhaul with wireframes, interactive prototypes, and accessible visual designs.
Developed a mobile-friendly, accessibility-compliant interface with streamlined self-service options.
Replatformed the system to a cost-effective architecture that enhances scalability and ensures GDPR compliance through responsible data handling practices.
Results & Impact
Results included improved user adoption and reduced staff intervention, with anticipated decreases in maintenance costs.
Enhanced user satisfaction and transaction efficiency through user-friendly self-service features.
The platform is future-proofed to support evolving customer and staff needs, with post-launch analytics set to validate ongoing performance improvements.
Project Artifacts
Project Details
Industry
Public Services
Duration
1yr
Team Size
5
Direct Reports
5
Scale
Enterprise
Scope
United Kingdom
Budget
500K'1M
Platforms
Retail, Web, Mobile and Native: iOS and Android
Regulatory
Heavy
Engagement
End-to-End Product management, Design, development and ongoing support