Post Office
Travel App
UX/UI
End-to-end redesign and launch of Post Office Travel Money App as part of wider initiative by of a newly-formed internal innovation team.
The team’s mission was to deliver fresh, value-driven digital products and services to meet the evolving needs of customers. This project epitomised the team’s efforts to rejuvenate Post Office's traditional offerings for the digital age.
Year
2019
Sector
Finance
Agency
&us
Client
Role
UX Designer & Illustrator
Aimee Vogelsang
Challenge
The Post Office faced a steadily diminishing customer base for its Travel Money App, a legacy product that struggled to keep up with the competitive landscape. New digital banking solutions such as Monzo and Revolut were transforming how customers interacted with their finances, particularly among younger, tech-savvy audiences.
The existing app, which lacked modern functionality or intuitive design, had an average iOS app store rating of just 2.3 stars. To remain relevant, the app needed a complete overhaul the app and introduction of features that would not only retain its existing customer base whilst attracting a broader audience.
Approach
The project was structured as a 12-week discovery and design sprint, with a multidisciplinary team of designers, product managers, engineers, and customer researchers. The approach included:
- In-depth interviews, surveys, and usability testing with current and potential users to highlight pain points.
- Competitive analysis of competing travel and banking apps to identify and opportunities for differentiation.
- Low-fidelity prototype testing early and often to gather feedback on usability, functionality, and overall appeal.
- Technical feasibility to ensure a modern architecture that could support future feature enhancements without overhauling the entire app.
Outcome
The redesigned Post Office Travel App launched with a suite of new features, including:
- Intuitive Budgeting Tools
Integrated tracking tools allowed users to set travel budgets and monitor expenses in real time. - Enhanced Usability
A simplified and illustration-driven interface with new navigation that reduced friction in performing essential tasks such as buying insurance and adding currencies. - New Safety Features
Instant card freezing, pin viewing and the ability to quickly report and replace lost cards without leaving the app. - Currency Transfers
Seamless transfers between different currencies, simplifying the management of travel finances.
The results were transformative. In its first week post-launch, the app achieved 800,000 downloads and an improvement in its iOS app store rating, from 2.3 stars to 4.5 stars.
