The FnP POS Redesign is a full overhaul of the Point of Sale system used by Ferns N Petals (FNP) across retail and COCO outlets. The goal was to simplify invoicing, pricing, tax handling, and transaction clarity across both mobile and desktop.
I led the end-to-end design to address long-standing friction points in the sales journey, tax compliance, and billing errors, resulting in a modern, role-based POS experience for cashiers, managers, and enterprise owners alike.
Process:
We used a systems design lens, combining research, interaction design, and real-world workflow mapping:
Audited the old POS system (built in 2020) to identify pricing, tax, and UI breakdowns
Conducted user interviews with store owners, cashiers, and sales staff across branches
Analysed real-world compliance gaps like GST mismatches, HSN code issues, and invoice disputes
Created detailed mind maps, flow diagrams, and IA models (pgs. 21–30)
Designed mobile-first and desktop-first flows using Figma + iterative prototyping
Tested the system across live store environments, improving clarity, edit flows, and discount logic based on real user feedback.
Problem:
The older POS system caused delays, confusion, and even compliance risks due to:
Inconsistent GST and invoice tax calculations
Confusing display of “before tax” vs “after tax” prices
No error recovery or easy edit/cancel options for cashiers
No support for multi-GSTIN or enterprise-level scalability
Complex UIs resulting in slow training, increased dependency
This created operational drag and legal risk for both users and the brand.
Solution:
We redesigned the POS system to be fast, transparent, and regulation-ready:
Key UX Interventions:
Clear Invoice Hierarchy: Distinct sections for before/after tax, with easy toggles
Dynamic Tax Logic: Auto-GST application by product and store location
Role-Based Permissions: Cashiers get editing powers only where needed
Quick Price & Discount Actions: No more nested modals or confusing flows
Mobile + Desktop Parity: Adaptive UI based on use context
Offline Mode & CRM Features: For high availability and deeper customer connect
We also created a central component library to support dev handoff and future scale.
Result:
POS rollout saw ~50% fewer invoice-related support tickets.
Setup time for new staff has been reduced due to simplified navigation.
GST compliance improved, with fewer report errors and better HSN mapping.
Introduced a scalable foundation for multi-store and FOCO expansion.
Stakeholders praised the new system for being “modular, modern, and clear.”
It was adopted across retail locations, improving operational confidence and customer experience.
