How can we overcome gaps in public service operations
A systems study of operations at an India Post, Business Processing Centre (BPC), examining the gaps in practice, mapping friction and informal interventions, and developing UX responses for public sector infrastructure.
UI/UX Design
Service operations
About Project :
The BPC processes parcels from registered business customers, from counter registration through sorting to hub dispatch. The PO portal is the core system, but operational gaps force staff into manual workarounds, causing friction and data errors.
Inquiry was done through on-site shadowing, followed by contextual modelling and journey mapping to isolate pain points. Findings were distilled into a design brief on bulk registration. The solution is a dashboard grounded in usability heuristics.
