The problem
Keep the conversation moving.
Retail reps were bouncing between rigid systems to complete a sale. I designed a POS experience that guides the work while leaving room for the customer’s conversation.
Start in the store
Flexible enough for a real sale.
Store visits and interviews shaped four design beacons: flexible, intuitive, transparent, and clear. I mapped scenarios with partners before committing to screens.
“You can see everything together, what they’re currently paying for, what’s available.”
Choose the architecture
Different layouts. The same customer job.
I explored how reps could make selections while keeping the account and cart in view.
Selections beside the summary.
A detailed selection panel and a persistent cart summary.
Single-line upgrade
Guide the sale, end to end.
The prototype connects account context, upgrade selections, and the effect on future bills.
Bring the account into view.
Tenure, offers, existing plans, and line-level actions in one place.
Explore the interactive prototypes
Customer profile
The original testing prototype.
- Store-rep sessions
- 12
- Session length
- 45 min
“Learning OPUS right now, it’s intimidating because there are so many tabs, it’s easy to get lost.”
Reps role-played a customer scenario on an iPad. The feedback favored a guided experience with account details and choices visible together.
Multi-line accounts
One account. Different choices for every line.
I introduced a left panel to keep line-level changes clear as upgrade paths, trade-ins, and offers multiplied.
Move between lines with confidence.
Keep account context while making changes to an individual line.
Make the difference measurable
A measuring stick for the whole journey.
Positive feedback wasn’t enough for business partners. I mapped interactions and their difficulty to compare the new flow with the legacy system.
The design became a target state for a phased migration.
Read about the Interaction Footprint method