Redesigning a Point of Sale System.
Cut Queue Wait Times 10% and Grew Sales 3% by
Global POS platform serving 1,600+ Victoria’s Secret stores empowers associates to ring sales, handle returns, retrieve customer profiles, and enroll shoppers in the VS Credit Card.
My role
Senior UX Designer
Ideated, prototyped, and launched core POS flows—checkout, returns, customer lookup, and credit-card signup in partnership with cross-functional teams.
Problem
POS runs on an old Oracle platform that’s slow and hard to update. Cashiers click through too many screens for simple tasks—checking stock, processing returns—so lines grow, customers get impatient, and sales slip away.
Queue-Time Pain Points
N mins
Average checkout
N mins
Patience limit before shoppers leave
N%
Retailers say waits cost customers
N%
Shoppers skip stores with long queues
Research & Discovery Workshops
Conducted interactive Miro board sessions with stakeholders from Store Operations, Technology, Security, UX, Legal, and Payments teams to gather end-to-end workflows, pain points, compliance needs, and enhancement opportunities across the POS ecosystem.
Participants: Store managers, cashiers, tech leads, security and legal experts.
Purpose: To uncover real-world challenges, legal constraints, technology bottlenecks, and user experience gaps affecting checkout, returns, loyalty, and payments.
