Royal Mail Navigation
Redesigned Royal Mail’s navigation for a clearer, scalable structure. Helping users navigate confidently across the site.
History: Royal Mail’s website had grown organically, with new content and sections added without a scalable structure.
creating a navigation that was inconsistent, users often didn’t know where they were, and moving between sections was confusing.
Brief: Originally scoped as a light UX review of the homepage and navigation to match new brand guidelines.
Reality: We uncovered deep information architecture issues across multiple Royal Mail domains, requiring a full navigation redesign.
Result: Creating a design that matched the new style guide. Creating a design that can be used with the existing content but also scale with a new IA. Increasing the drive to the send journey by 0.6% a YOY increase of £600k.
My Role: Led discovery, IA design, and navigation framework creation. | Facilitated cross-functional workshops. | Collaborated with UI designer through to final implementation. | Directed usability testing and iterative refinement.
Discovery & Analysis
Boundary mapping to identify key user tasks and pain points.
Comparative review of BBC and Apple navigation for complex content handling, inspiring dynamic sub-section surfacing.
Wireframing &
Structural Exploration
Created multiple navigation wireframes exploring dropdowns, tabs, and dynamic sections.
Key challenge: separating Business vs Personal user journeys.
Option A: prominent tabbed navigation.
Option B: unified structure with contextual labels.
Stress-tested each for scalability, clarity, and internal content management needs.
Refinement, Framework & UI
Introduced a dropdown menu to clearly surface main areas.
Added secondary & tertiary navigation for complex journeys.
Implemented a stepper for orientation in multi-step flows.
Designed a page template & level framework showing where each navigation type appears across the site.
Working alongside the UI designer to create the designs ready for testing and the components required for the design system.
Usability Testing
Defined test flows and key assumptions in team workshops.
Mapped prototype pages in a flow diagram before briefing the researcher.
Incorporated feedback into refinements:
Improved quick link visibility.
Adjusted terminology for clarity.
Altered background colours to influence brand perception.
Usability testing, Hierarchy Review
& Go live amends
Presenting design amends from usability testing to the Royal Mail team
Reviewed all pages for compatibility with the new navigation.
Created a full site map visualising updated hierarchy and navigation behaviours.
Working with the development team to remove functionality, padding, spacing issues before go live
Outcome & Impact
Delivered a scalable, consistent navigation framework across all Royal Mail domains.
Improved user orientation and task completion.
Reduced reliance on support channels for navigation-related issues.
Project grew from a 3–4 month engagement into an 18-month collaboration, securing ongoing EPAM work with Royal Mail.
“Great team talented and lovely to work with . Good levels of challenge and excellent expertise in UX, Design and Analytics”