Many services.
One familiar way to serve.

The Post Office brought together mail, money, travel, identity, licences and other services in one counter environment. Products varied in complexity and geography, while colleagues served customers with different backgrounds and levels of familiarity with the services.

The design challenge was to let individual services express their own rules without making every transaction feel like learning a different system. Navigation, data entry, feedback and completion needed a shared logic.

The work connected business analysis, customer journeys, wireframes and a common UX/UI specification. Rather than leaving consistency to individual screens, the specification gave teams a shared basis for reviewing behaviour and preparing designs for development.

The POS shell holds the wider transaction context: product categories, basket, sales information and terminal tasks. A dedicated microservice window then contains the current service journey. This separation gives service teams a defined space without asking them to reinvent the whole counter experience.

The rod-fishing licence journey brings together new purchases, renewals, upgrades, concession eligibility, dates, identity details and address lookup. The wireframes make those dependencies visible: tabs change the relevant fields, dates constrain available choices, and actions stay unavailable until required information is complete.

Recovery is part of the journey. An invalid postcode offers manual entry; an invalid date or start time produces contextual feedback. The goal is to help the colleague understand what needs attention and continue serving the customer.

The UI specification describes active, focused, pressed and disabled component states, along with input behaviour, selection patterns, validation and overview layouts. It also defines touch targets and placement rules so teams can discuss the same behaviour in concrete terms.

The annotated licence flow carries that language into a service: which fields are editable, when buttons activate, what changes after a lookup, and how an error affects progression. The delivery artefact is not simply a set of screens; it records the decisions between them.

The central contribution of this work is a documented foundation for consistency: a shared shell, reusable interaction rules and a service journey with its exceptions made explicit. It shows how experience decisions can carry from a product brief into the detail that developers need.

For me, the enduring lesson is to treat edge cases and recovery as part of the experience direction. That is where a framework proves whether it can support the realities of service delivery.