improving the efficiency of the Post Office’s mobile branch finder with lab-based user testing

For some of the world’s biggest brands, design guesswork isn’t good enough. Something that the Post Office’s internal design team know all too well. Their branch finder is a very important function in one of their key user journeys and they suspected it wasn’t quite working as well as it should. Working with USIO our task was to guide an improved version, through user testing sessions and test report.

Post Office

Lab User Testing Sessions and Reporting


Project Timescale
1 month

Involved Teams
Post Office Web Team

User Testing process


Magnifying glass icon

User Testing Planning & Facilitation

Firstly we established what needed to be tested. Through and understanding of the Post Office’s key services and current branch finder User Journey, we knew it was fundamental we tested how a user perceived and interacted with these services through a mobile device. The participates were asked to run through a testing agenda involving the existing website and a new prototype while being recorded. Issues and talking points were recorded during each sessions and this highlighted many interface problems that could not otherwise have been obtained without the use of real users on real devices.

Site map icon

Report and Recommendations

Most importantly this insight needed to be recorded and passed back to the Post Office internal digital and design teams to act upon. The testing analysis gave them valuable insight into the proposition, information architecture and usability of the branch finder. The revised version is soon to be redesigned and further testing sessions scheduled to gain further user insight.









Picture of Martin Fletcher

“Leading brands such as the Post Office are introducing user testing methods into their design process as a way gather invaluable insight before implementing design changes. Working with a company the scale of the Post Office was a fantastic opportunity. It was great to work on a product that so many people use.”

Martin Fletcher, UX Designer, EPIK