Work
About
Resume
POS Redesign → 50% Faster Checkout
TLDR
As a Tommy Hilfiger cashier and a product designer looking for real-world projects, I approached my manager with a proposal to redesign our Point of Sale. I did a full UX audit of the old system and redesigned it based on user interviews, customer data, and 3 years of personal experience as a cashier.
ROLE
•UI/UX Design
•UX Research
•Sales Associate
DELIVERABLES
•High fidelity mockups
•UX audit of old POS
•Pitch-deck
TIMELINE
April - June 2025
IMPACT
-50% transaction time
-85% clicks in key flows
OUTCOMES
I pitched the project to both store and corporate level management. I received praise and positive feedback but ultimately got ghosted by the retail operations team. At this time, there is no concrete future for the redesign.
BACKGROUND/PROBLEM
Going from Sales Associate to UX Lead
Tommy Hilfiger uses an outdated POS that, in short, sucks...
I won’t go into every single problem but here’s some examples:
- Adding a 10¢ bag fee takes 7 clicks.
- The cashier can’t see how much discount items have.
- Customer’s can’t type input phone numbers, only email.
As a designer using the software for 8 hours a day, I couldn’t ignore it. Every time a customer sighed at the wait, I saw an opportunity.
I was on the hunt for a real-world UX experience so I approached my manager with a project proposal...
A POS (Point of Sale) is a monitor or tablet, attached to the register, used to facilitate transactions.
RESEARCH
On-site interviews and data collection
Unfortunately, I didn’t get approval to run company-wide surveys or conduct formal interviews, so I had to make due with the research I could gather while working my usual shifts.
Conversations (informal interviews) with coworkers
Intentional observation of the checkout interaction
Self-recorded data of customer behavior and patterns
DESIGN PROCESS
Streamlined for usability & built for speed
My research culminated into lists which drove the design process:
- A list of buttons that cashiers regularly use in a given transaction
- A list of pain points with the POS or the checkout as a whole
I used the first list to design the UI. By prioritizing the only most commonly used functions, I decluttered the screen. Almost every transaction can now be completed without navigating, vastly improving efficiency.
I used the second list to rethink user flows. Almost every pain point eventually leads back to “X process takes too long”. The best way to improve efficiency was to simplify the flows that happen during every transaction: adding bag fees, signing up new customers to the loyalty program, marking the receipt, etc.
OUTCOMES
Great results & great feedback, but ultimately no action
50% less transaction time, accomplished by rethinking our loyalty program sign up
Adding a bag fee going from 7 clicks to 1, an 85% reduction
I presented my findings to store-level management who applauded my efforts, showed interest in the redesign, and gave the go-ahead to pitch it to corporate. I got positive feedback from the head of HR who connected me to the North American Retail Operations team to which I’ve reached out multiple times but got ghosted.
“During Black Friday or the holiday rush we have to do line-control. If checkout was faster, we could let more customers in to the store at a time and we would increase total profits ” -Store Manager
“This is awesome, right now we are using a program that’s like
10 years old” -Sales Lead
REFLECTIONS
This project was USER experience design
We often hear: “the designer is not the user” but I would like to make an exception to that rule for this project.
The biggest strength of this redesign is that every decision was informed by its prospective users. The stark difference between the original POS and my redesign makes me wonder if the original developers even consulted cashiers.
Unfortunately, I was limited to my immediate coworkers and own experiences. It would have been nice to broaden the scope of my research past one store, but I was constrained by management in that respect.
Screenshots
© 2025 Tommy Agarwal. All Rights Reserved.
Tommy Agarwal
Work
About
Resume
Let’s connect!
POS Redesign → 50% Faster Checkout
TLDR
As a Tommy Hilfiger cashier and a product designer looking for real-world projects, I approached my manager with a proposal to redesign our Point of Sale. I did a full UX audit of the old system and redesigned it based on user interviews, customer data, and 3 years of personal experience as a cashier.
ROLE
•UI/UX Design
•UX Research
•Sales Associate
DELIVERABLES
•High fidelity mockups
•UX audit of old POS
•Pitch-deck
TIMELINE
April - June 2025
IMPACT
-50% transaction time
-85% clicks in key flows
OUTCOMES
I pitched the project to both store and corporate level management. I received praise and positive feedback but ultimately got ghosted by the retail operations team. At this time, there is no concrete future for the redesign.
BACKGROUND/PROBLEM
Going from Sales Associate to UX Lead
Tommy Hilfiger uses an outdated POS that, in short, sucks...
I won’t go into every single problem but here’s some examples:
- Adding a 10¢ bag fee takes 7 clicks.
- The cashier can’t see how much discount items have.
- Customer’s can’t type input phone numbers, only email.
As a designer using the software for 8 hours a day, I couldn’t ignore it. Every time a customer sighed at the wait, I saw an opportunity.
I was on the hunt for a real-world UX experience so I approached my manager with a project proposal...
A POS (Point of Sale) is a monitor or tablet, attached to the register, used to facilitate transactions.
RESEARCH
On-site interviews and data collection
Unfortunately, I didn’t get approval to run company-wide surveys or conduct formal interviews, so I had to make due with the research I could gather while working my usual shifts.
Conversations (informal interviews) with coworkers
Intentional observation of the checkout interaction
Self-recorded data of customer behavior and patterns
DESIGN PROCESS
Streamlined for usability & built for speed
My research culminated into lists which drove the design process:
- A list of buttons that cashiers regularly use in a given transaction
- A list of pain points with the POS or the checkout as a whole
I used the first list to design the UI. By prioritizing the only most commonly used functions, I decluttered the screen. Almost every transaction can now be completed without navigating, vastly improving efficiency.
I used the second list to rethink user flows. Almost every pain point eventually leads back to “X process takes too long”. The best way to improve efficiency was to simplify the flows that happen during every transaction: adding bag fees, signing up new customers to the loyalty program, marking the receipt, etc.
OUTCOMES
Great results & great feedback, but ultimately no action
50% less transaction time, accomplished by rethinking our loyalty program sign up
Adding a bag fee going from 7 clicks to 1, an 85% reduction
I presented my findings to store-level management who applauded my efforts, showed interest in the redesign, and gave the go-ahead to pitch it to corporate. I got positive feedback from the head of HR who connected me to the North American Retail Operations team to which I’ve reached out multiple times but got ghosted.
“During Black Friday or the holiday rush we have to do line-control. If checkout was faster, we could let more customers in to the store at a time and we would increase total profits ” -Store Manager
“This is awesome, right now we are using a program that’s like
10 years old” -Sales Lead
REFLECTIONS
This project was USER experience design
We often hear: “the designer is not the user” but I would like to make an exception to that rule for this project.
The biggest strength of this redesign is that every decision was informed by its prospective users. The stark difference between the original POS and my redesign makes me wonder if the original developers even consulted cashiers.
Unfortunately, I was limited to my immediate coworkers and own experiences. It would have been nice to broaden the scope of my research past one store, but I was constrained by management in that respect.
Screenshots
Tommy Agarwal
© 2025 Tommy Agarwal. All Rights Reserved.
Tommy Agarwal
Work
About
Resume
Let’s connect!
POS Redesign → 50% Faster Checkout
TLDR
As a Tommy Hilfiger cashier and a product designer looking for real-world projects, I approached my manager with a proposal to redesign our Point of Sale. I did a full UX audit of the old system and redesigned it based on user interviews, customer data, and 3 years of personal experience as a cashier.
ROLE
•UI/UX Design
•UX Research
•Sales Associate
DELIVERABLES
•High fidelity mockups
•UX audit of old POS
•Pitch-deck
TIMELINE
April - June 2025
IMPACT
-50% transaction time
-85% clicks in key flows
OUTCOMES
I pitched the project to both store and corporate level management. I received praise and positive feedback but ultimately got ghosted by the retail operations team. At this time, there is no concrete future for the redesign.
BACKGROUND/PROBLEM
Going from Sales Associate to UX Lead
Tommy Hilfiger uses an outdated POS that, in short, sucks...
I won’t go into every single problem but here’s some examples:
- Adding a 10¢ bag fee takes 7 clicks.
- The cashier can’t see how much discount items have.
- Customer’s can’t type input phone numbers, only email.
As a designer using the software for 8 hours a day, I couldn’t ignore it. Every time a customer sighed at the wait, I saw an opportunity.
I was on the hunt for a real-world UX experience so I approached my manager with a project proposal...
A POS (Point of Sale) is a monitor or tablet, attached to the register, used to facilitate transactions.
RESEARCH
On-site interviews and data collection
Unfortunately, I didn’t get approval to run company-wide surveys or conduct formal interviews, so I had to make due with the research I could gather while working my usual shifts.
Conversations (informal interviews) with coworkers
Intentional observation of the checkout interaction
Self-recorded data of customer behavior and patterns
DESIGN PROCESS
Streamlined for usability & built for speed
My research culminated into lists which drove the design process:
- A list of buttons that cashiers regularly use in a given transaction
- A list of pain points with the POS or the checkout as a whole
I used the first list to design the UI. By prioritizing the only most commonly used functions, I decluttered the screen. Almost every transaction can now be completed without navigating, vastly improving efficiency.
I used the second list to rethink user flows. Almost every pain point eventually leads back to “X process takes too long”. The best way to improve efficiency was to simplify the flows that happen during every transaction: adding bag fees, signing up new customers to the loyalty program, marking the receipt, etc.
OUTCOMES
Great results & great feedback, but ultimately no action
50% less transaction time, accomplished by rethinking our loyalty program sign up
Adding a bag fee going from 7 clicks to 1, an 85% reduction
I presented my findings to store-level management who applauded my efforts, showed interest in the redesign, and gave the go-ahead to pitch it to corporate. I got positive feedback from the head of HR who connected me to the North American Retail Operations team to which I’ve reached out multiple times but got ghosted.
“During Black Friday or the holiday rush we have to do line-control. If checkout was faster, we could let more customers in to the store at a time and we would increase total profits ” -Store Manager
“This is awesome, right now we are using a program that’s like
10 years old” -Sales Lead
REFLECTIONS
This project was USER experience design
We often hear: “the designer is not the user” but I would like to make an exception to that rule for this project.
The biggest strength of this redesign is that every decision was informed by its prospective users. The stark difference between the original POS and my redesign makes me wonder if the original developers even consulted cashiers.
Unfortunately, I was limited to my immediate coworkers and own experiences. It would have been nice to broaden the scope of my research past one store, but I was constrained by management in that respect.
Screenshots
Tommy Agarwal
© 2025 Tommy Agarwal. All Rights Reserved.
