JioPOS - Foundational Redesign
Organisation
Jio Platforms Ltd.
Team
Central UI/UX Team
Role
UX/UI Designer
Overview
JioPOS is the primary platform used by Jio’s in-store retail partners across India for SIM activations, recharges, device onboarding, and service management. The app serves as a mission-critical tool for enabling telecom access at scale, especially in remote and semi-urban markets. The redesign aimed to make the app more intuitive, compliant with TRAI regulations, and responsive to the needs of a diverse, tech-varied user base.
What I did
Discovery and Field Research - Worked with real retailers to understand edge cases, user pain points, and process breakdowns across geographies and device types
Design System Development - Collaborated with an external agency to build the foundational design system, later expanded in-house with product and engineering teams
UX Testing and Optimization - Tested key flows using prototypes and A/B methods to assess clarity, completion time, and ease of use. Generated insight through click tracking, heatmaps, and retailer feedback
Development Collaboration - Maintained close alignment with backend and frontend teams to ensure accurate implementation and design scalability
Methods
UX/UI Design, Interactive Prototype, User Research, Usability Testing, Stakeholder Management, Design System, Wireframes, Design Optimization
Design Goals
Streamline core journeys such as eKYC, SIM activation, and device registration
Ensure complete compliance with telecom regulations while improving speed and clarity
Introduce consistent, reusable UI components to support scaling across future telecom services
Enhance accessibility and reduce cognitive load for first-time or non-tech-savvy users
Key Challenges
Reimagine the JioPOS Experience integrating with the Jio Design System - In 2021, Jio transitioned into a new era of Design Led innovation. With this, Jio also introduced the new and universal Jio Design System (JDS), with the aim of bringing in a universal design identity to the full range of Jio products, also referred to as the Jio 2.0 apps.
TRAI Compliance & Journey Optimization - Redesigned key flows like eKYC and device registration in line with TRAI regulations. Simplified complex compliance tasks without disrupting retail workflows. Achieved a balance between legal accuracy and user-friendly experiences for large-scale telecom onboarding.
Outcome
The redesigned JioPOS app significantly improved onboarding speed, reduced failure rates in key workflows, and set a new standard for internal product design. It continues to be one of the most widely used B2B apps within Jio’s ecosystem. Features are being rolled out in incremental fashion. However, the product has cleared the design and development phases, it is currently going through legal and compliance checks on internal and external levels.