Hello, I’m a Product Designer who love blending user’s puzzle-solving
with innovative creativity to reinvent products and drive growth.
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Context & Challenge
La Poste and La Banque Postale operate hundreds
of retail branches across France where customers
perform various operations. However, customer
experience remains fragmented and time-consuming.
Key Challenges
- Long waiting times (average 5–15 min in French retail branches)
- High pressure on frontline agents handling multiple tasks simultaneously
- Disjointed journeys across counters, self-service kiosks, and digital channels
Objective
Develop Smart’Up, an application used by postal
agents to assist customers and centralize operations
into a single interface.
The user flow shaped by the Discovery
A user flow that embodies Smart’Up’s vision :
a simple, guided, and human-centered experience.
By combining essential actions, identification, selection, scanning, and payment, it ensures a fluid journey for both agents and customers.
A user-centered experience that simplifies operations and empowers both agents and customers.
Let’s imagine, design, and build the future
ALL RIGHT RESERVED — 2025 — BAST.PARIS — BASTIEN LAURENT-LEROY
UX approach & co-design process
From business problem to
user-centered solution