POST+ Personalised Tile POS System for Efficiency
Designed the ability to personalise your POST+ POS home screen for operators so that they can increase their daily efficiency. As a result more than 50% of outlets have personalised their POS terminal and increased day-to-day efficiencies.
Redesigning the Australia Post POS system (POST+) homepage to support personalisation and increase operator efficiency.
Company: Australia Post
Platform: POST+ a retail POS system
My Role: Senior Product Designer — led experience design, research validation, and design system integration.
Impact: Improved transaction efficiency by 20% (estimated), reduced cognitive load, and rolled out across 4K+ stores nationwide.
Key outcomes
Operators perform a wide range of tasks from parcel lodgements to financial transactions but each outlet across different locations had different needs.
In the first few months of the launch of the new POS, countless feedback and issues raised about the needs for the ability to customise the POS home page to their needs so that operators can be more efficient.
Key issues:
many users frustrated with the standard home tile options
slow search impacting transaction efficiency and access to frequently used transactions
each retail outlet had different needs due to location, size and primary transactions
Operators needed a faster and efficient way to access the most frequent transactions for their outlet, inefficiencies from the system search impacted transaction speeds.
Fortnightly feedback cadences with key operators and I facilitated alignment discussions of existing feedback and upcoming features.
Delivering a user centric experience by ensuring the delivery scope included configurable options. Operators will be able to add, remove, rename, change tile colours, add shortcut keys and move tiles easily.
Explored two options with a control panel on the side or a more simpler experience to get opertaots feedback.
balance complexity of the system and development for a timely rollout
prioritised performance over advanced animations
closely collaborated with engineers early and throughout the process so that
Outcome & Impact
Positive feedback from operators and increases operators satisfaction with the increase efficiencies for outlets.
Converted a large group of detractors (NPS) to promotors with higher user satisfaction and improved NPS score and feedback. Increased in-stores efficiencies from day one!