The Post Office required a complete overhaul of their customer UX/UI processes together with the ‘known’ legacy backend systems. New research had been detailed and approved, and UX/UI had been initiated with component sets built ready for the UX/UI design process.
Domestic/International Post Mail services were identified as a core area of the Post Offices services. Enhanced operational efficiency and customer satisfaction where fundamental in simplifying processes, reducing friction points, and aligning with modern user experience standards.
Working in an agile environment, collaborating with the UI design team members, Senior PO’s, PM’s, Business Analysts, Stake Holders, UX/UI researchers, Copywriters, frontend and backend programmers were intrinsic in delivering highly considered and unique UCD solutions across a variety of the Post Office applications/services.
Goals & Objectives
The Project
The main objective was to create a user-centered design application that would completely replace the outdated ‘Horizon’ legacy system previously provided by Fujitsu.
Objectives
A bold ‘Start Again’ approach was adopted, aiming to deliver a secure and reliable system by integrating modern UCD methodologies throughout the design and development process.
Requirements
The new system and applications were to be constructed from scratch, leveraging the latest and most secure frontend and backend technologies while applying best practices in UX processes and methodologies.
Primary Audience
The Post Office system was designed to cater to a broad spectrum of users, including both businesses and consumers. Given the extensive range of services offered, it was imperative that all user applications and processes be fluid, flexible, and intuitive to ensure ease of use across the board.
UCD – project processes
