Bluestat POS — Project · Sujitra Pinsiri

Overview

Designing a
People-First POS

Bluestat is a point-of-sale system used daily by business owners and frontline staff — people with very different levels of technical confidence, all moving fast on a busy counter.

Over time the product had grown complex enough that everyday tasks generated a stream of support tickets, onboarding dragged on, and the team leaned on customer support to keep stores running. My goal was to make the system something users could operate confidently on their own.

The problem

Where users were getting stuck

From issues users reported through the LINE Official Account, four sources of friction kept surfacing.

LINE OA reports — sample month

What users wrote in about

Finding menus to manage products42%

Onboarding & setup help27%

Checkout & payments19%

Other12%

Frequent support requests for basic POS operationsEveryday tasks generated a steady stream of help tickets that should have been self-service.
Complex interface that required training to use effectivelyStaff couldn't get productive without hands-on instruction first.
Long onboarding process for new customersSetup dragged on and leaned heavily on the support team to finish.
Store owners lacked visibility and control when away from the POSManaging a store meant being physically at the counter.

Source Issues users reported directly through the LINE Official Account.

Research & insights

Reading the signals

Working from what users reported and how they actually moved through the system, I grouped the recurring issues into a few clear usability themes — each pointing to a specific moment where the interface was working against the user.

70%

of reported issues were basic, self-service tasks

Three recurring themes

Low feature discoverabilityUsers wrote in for actions that should be self-service — menus, products, promotions.

Onboarding needed assistanceMany couldn’t finish setup on their own, so launch stalled waiting on support.

Checkout slowed transactionsA multi-step payment flow dragged during busy periods at the counter.

~4 wks typical onboarding time before the redesign

Design goal

Make core flows simple enough for users to finish on their own — no support needed.

The solution — design philosophy

From dependency
to confidence

Most POS tools assume you already know the system.
We flipped that — the product teaches as you use it.

Principle 01

Teach in context

Guidance appears right where the task happens — no manual, no training needed.

Principle 02

Everything within reach

Every section stays visible in a persistent sidebar — nothing hides behind a menu.

Principle 03

Forgiving by default

Every action can be reviewed or undone — one wrong tap never ruins a sale.

Before & after

Two decisions, grounded in UX principles

The changes that did the most to speed up the counter — and the reasoning behind each.

Before

After

01 · Navigation redesign

Persistent sidebar, not a hamburger

Design decision — Replaced the hamburger menu with a persistent sidebar navigation to surface primary actions.

Reasoning — Making key options visible reduces search effort and cognitive load, aligning with Hick's Law, and enables faster access to frequently used features.

Before

After

02 · Checkout payment layout

Amount input front and centre

Design decision — Moved payment options into a sliding sidebar panel to prioritize the amount input and primary action.

Reasoning — This improves visual hierarchy and accessibility to the main action, supporting Fitts's Law, while reducing decision complexity in line with Hick's Law.

Onboarding flow

Getting a store live,
on its own

The setup journey that used to stall waiting on support — rebuilt as a guided, self-service path from first launch to a working till.

BEFORE1–3 days

Support-led setup

1Contact support to open a store
2Wait in queue for an appointment
3Staff installs the system remotely
4All setup depends on staff

AFTER~30 min

Self-service onboarding

1Sign up online in minutes
2Activation code arrives by email
3The app guides every setup step
4Store is ready to sell the same day

First time

Term & Condition

Input Activation Code

List Staff

Input PIN

Check PIN

Information Onboarding

Shop Info & Staff

Mainpage

Accept

Refuse

Select

Invalid

Pass

Edit

Next / Skip

Structure & system

The design system I built

An FC Iconic type scale, a clean cyan palette with a warm accent, and a reusable component set that kept every screen consistent.

Color · brand & neutrals

brand/900

#00293B

brand/500

#009EC0

brand/400

#22BDC8

brand/50

#F2FBFF

ink/900

#111111

ink/400

#ADABAA

ink/600

#787676

neutral/100

#EFF2F3

Type scale · FC Iconic · 1.25

display / 49 · 700Aa

heading / 31 · 700Heading

title / 20 · 600Section title

body / 16 · 400Body text — the default for reading.

caption / 12 · monoCAPTION / META LABEL

Design highlight

Selected screens

Tap through the key screens of the redesigned product.

Swipe to change screen

Sale & Checkout

A product grid with a persistent sidebar and a sliding payment panel that keeps the amount input and primary action front and centre, even during a rush.

Results & impact

A faster, more
self-service product

−60%

Fewer support tickets for basic, everyday tasks

−35%

Shorter average checkout time at the counter

↑ Faster onboarding

New merchants get set up on their own

✦ Shipped to production

Launched and adopted across stores

Tools & technologies

Figma FigJam Photoshop Illustrator Manus Lovable ChatGPT

Reflection

What I'd carry forward

Looking back, what held up — and what I'd approach differently next time.

What worked

Letting support data lead

Grounding the redesign in real user reports kept the team focused on friction that actually cost merchants time, rather than features we assumed they wanted.

What I'd do differently

Test before, not just after

I'd run lightweight usability sessions earlier — on wireframes — instead of validating mostly at the end. Catching the navigation confusion sooner would have saved a full design iteration.

Designing aPeople-First POS