Post Office
About Post Office
The Post Office in the UK has a rich history as a cornerstone of communication and commerce. Established in 1660, it began as the General Post Office (GPO) to centralise and formalise postal services.
Over the centuries, it expanded its role from mail delivery to include financial services, bill payments, and more, becoming an essential institution in British life. Today, the Post Office operates as a network of branches providing postal, banking, and government services, especially vital in rural and underserved areas. Despite modern challenges, it remains a trusted provider of essential services across the UK.
Overview
As a UX/UI Product Designer for the Post Office in the UK, I played a key role in shaping the user experience for their next-generation point-of-sale system, designed to replace the legacy Horizon system. My responsibilities focused on building detailed user scenarios to address the diverse needs of postmasters, clerks, and customers across the network.
This involved collaborating with stakeholders to understand current pain points and operational workflows, ensuring the new system would provide a seamless and intuitive user experience. By crafting user scenarios and personas, I helped guide design decisions to meet usability, efficiency, and accessibility standards, ultimately enhancing both staff and customer interactions. My contributions supported the creation of a robust and user-centric solution tailored to the unique requirements of the Post Office network.
Cash Drawer Association
This project focused on improving the link between Counter Terminals, Back Office applications, and cash drawers to ensure transactions could be processed correctly. The solution was designed to notify users if a scanned cash drawer was already associated with another terminal, giving them the ability to re-scan or unlink. By aligning Counter Trading and Back Office systems with real-time drawer validation, the enhancement reduced errors, improved awareness for users, and strengthened transaction reliability across Post Office terminals.
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Closed Basket Reversals
This project addressed an edge case where customers needed to return part of a purchase paid for using multiple methods of payment (MOP), such as cash and card. The solution enabled counter terminals to automatically calculate and prioritise how refunds should be issued — for example, refunding to cash first and then to debit or credit cards in the correct order. This improvement gave users clear guidance during complex reversals, reduced manual errors, and ensured refunds were processed fairly and consistently.
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Customer Refunds Process
This project focused on improving how customer refunds are handled when purchases were made using multiple methods of payment (MOP). The updated process enabled counter terminals to automatically determine the correct refund order — prioritising cash first, then debit, then credit — and to handle partial reversals accurately. By introducing clear refund logic, the solution reduced errors, improved consistency for staff, and ensured customers received fair and transparent refunds across complex transactions.
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Peer feedback
Software tools used
The project was delivered using industry-standard design and collaboration tools.
Featured Projects
My portfolio includes design system development and digital experience work for some of the UK’s leading retailers, including Sainsbury’s, Argos, Habitat, Tu, and Nectar. I also contributed to Tesco on ordering, returns, and refund journeys, worked with BT on broadband ordering and contract renewals, and supported Carrefour on their UAE main website and Clubcard platform. These projects highlight my experience designing scalable systems and customer-focused solutions across high-volume, complex online retail and service platforms.
Sainsbury’s: Design systems work
Argos: Design systems work
Habitat: Design systems work
Nectar: Design systems work
Tesco: Ordering, Returns & refunds
British Telecom (BT): Business broadband ordering and contract renewals
Carrefour: UAE main website and Carrefour Clubcard site
