European Postal and Retail
Network Firm Modernizes
its Branch Staff Experience
Across Thousands of
POS Systems
Key highlights
Research grounded in branch staff pain points
Researched the existing point-of-sale (POS) experience, identified recurring usability challenges, and established design principles for a simpler, more effective experience.
34 core product journeys redesigned
Redesigned, tested, validated, and signed off core client journeys, along with reusable, journey-agnostic interactions.
Reusable design system for Branch IT
Created a component library of reusable, flexible elements to provide a consistent foundation for ongoing design and development.
Designed for tens of thousands of point-of-sale systems
Designed improvements to replicate across many systems, turning each improvement into an opportunity for national-scale impact.
Summary
Modernizing the branch staff experience at national scale
One of Europe's postal and retail networks wanted to modernize its business by improving the technology and digital experience used by branch staff, clients, and customers. With a large number of POS systems across Europe, even small improvements could have a significant impact at scale.
The engagement established a new experience-design direction for the Client's Branch IT, redesigning critical product journeys and creating a reusable component library to support a more consistent, accessible, and intuitive experience across the network.
Client overview
Powering postal, banking, and government services across a vast retail network
The client operates a large-scale retail and postal network that provides postal, banking, and government services through thousands of branches, with branch staff relying on POS technology to deliver a wide range of products and services to customers.
The Branch IT experience therefore sits at the intersection of technology, employee experience, and customer service. Improving it required not only redesigning individual screens, but also understanding the challenges branch staff faced in their day-to-day work and creating an experience that could support a large, diverse national network.
Challenges
Fragmented branch staff experiences and usability challenges across a large POS network
With several POS systems operating across Europe, usability issues could be replicated thousands of times across the network. Conversely, every meaningful improvement could deliver the same benefits at scale.
The challenge was to understand the pain points branch staff experienced with the existing system and translate those insights into a new design direction that could simplify high-value product journeys while remaining practical for technology teams to implement.
The solution also needed to create greater consistency beyond individual journeys. This meant establishing reusable design principles and components that could become building blocks for the broader modernization of client branch IT.
Solutions
From frontline research to a scalable design system
The engagement began by developing a detailed understanding of the issues branch staff experienced when using the existing POS system. Research findings informed design principles and conceptual designs that set the direction for redesigning key product journeys.
Working closely with the client development teams, we designed the user interface alongside a supporting design system. A broad group of stakeholders was involved throughout the process, with in-situ research helping establish the design direction and findings being socialized with technology teams.
Research design
Research and design continued through each sprint, with senior stakeholders involved in reviewing findings and detailed design decisions before journeys were signed off.
34 core client product journeys
Ultimately, we redesigned, tested, validated, and signed off 34 core client product journeys, along with several reusable, journey-agnostic interactions. These became part of a component library that provided a blueprint for the new Client Branch IT experience.
Solution enablers
Zensar services
User research
Experience design
UX/UI design
Design systems
POS design
Usability testing
Human-centered design approach
Branch staff research
Pain-point analysis
In-situ research
Concept design
Iterative validation
Stakeholder co-creation
Scalable experience foundation
Product journey redesign
Reusable components
Component library
Design principles
AA accessibility target
Branch IT experience
Business outcomes
34 redesigned product journeys establish a scalable foundation for branch IT modernization
34 core product journeys were redesigned, tested, validated, and signed off, supported by reusable journey-agnostic interactions and a component library designed to guide future development.
Because the resulting improvements could be replicated across a large network of POS systems, the project represented the potential for improvements to compound many times over across the network.
The resulting design direction and component library provided the client with a scalable foundation to continue modernizing the branch staff experience while improving consistency, usability, and accessibility across its branch IT environment.
