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

4-6 mins

Average checkout

14 mins

Patience limit before shoppers leave

75%

Retailers say waits cost customers

86%

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.

item out of stock - online order from Store (mobile)

For MVP 1 focusing on

1. Associate login/logout
2. Customer Account lookup
3. Product & inventory lookup
4. Online orders placed for customer
5. Manual discounts & price overrides
6. Pricing & promotion integration
7. Shipping & Payments
8. Receipts – E-Receipt and Print option

Flow chart

User Journey

Associate Login

Before

Step 1: Enter user ID
Step 2: Enter Password
Step 3: errors will take to another step

After

Step 1: login, password and errors will be handled on single screen

Simplified Login Experience

Customer Lookup & Loyalty Sign-Up

Associate looks up the customer by phone or email and links the profile and confirms she has a Victoria’s Secret loyalty account. Customer says yes.

Before

Search customer by

Enter loyalty id / email / ph no

Select records from search

1.Duplicate records with no update path

2.Incorrect customer leads to create a duplicate record

No Loyalty Integration

The POS isn’t connected to the loyalty program, so associates can’t view or apply customer rewards during checkout.

After

New customer

Loyalty intergration

Search customer

Exsisting customer

Product Search and Select

Associate reaches Product Search and scans a similar hangtag or searches by name / code / filters.

Before

Inefficient Store‑Out‑of‑Stock Flow

Online product lookup requires excessive clicks to find an item and add it to the cart, slowing associates and customers.

Select brand

Colors are not visual

Finding the right color or print is hard because options are shown as text-only values, and some products have multiple similar colors for the same style.

Adds the correct bra size to the online order.

Enter product details for search

Unfriendly filters

Filter dropdowns are hard to use and feel unresponsive, increasing effort and errors during search.

Choose style

Enter product details

Select add

Item added

After

Scan bar code of product

Search product

Search result page

Filter

Enable selecting multiple values at once with clear chips and instant result updates to reduce clicks and speed discovery.

Added round swatches to preview and select colors/patterns upfront; the main image updates instantly.

Shopping bag

Before

Slow, Click-Heavy Discount Flow

Price overrides, manual discounts, and employee discounts require too many screens and steps, taking around 5 minutes per transaction and holding customers in line.

Apply Discount

The system can’t override prices for multiple items at once, further extending checkout time.

No Bulk Price Override

Unclear Guidance During Overrides

The system can’t override prices for multiple items at once, further extending checkout time.

1. Select item from bag, click Discount

2. Discount > % Trans

3. Discount > % Trans > enter discount

Price override

1. Select item from bag >
   price override

2. Price override >
   Enter new price

3. Price overridden

After

2. item discount > choose %
   or amount discount, employee discount

Enable selecting multiple values at once with clear chips and instant result updates to reduce clicks and speed discovery.

1. Item discount

3. Discount added

Proceed to payment

Reduced average transaction time by 50%, cutting queue wait times by 10%, while the POS redesign drove a 3% sales lift and ₹2M in incremental revenue.

Success metrics