Creating a custom point of sale system that interacts with every aspect of the business.
Category leading franchise operation with 500+ locations throughout the US, and growing rapidly with. 20,000+ users including franchise associates. Rapid growth put stress on legacy IT, which could not scale to planned growth.
Current out-of-the-box point of sale system required full week of training for new employees and didn’t perform many nuanced functions needed for the business. Retail systems delivered limited insights into customer trends and needs. Financial systems were antiquated and business processes required redesign. Brand image / luxury experience is not represented within today’s systems.
I led the visual design for the entire experience and the UX for everything beyond the initial features of scheduling appointments, check out, and customer profile.
I worked alongside a project manager, Salesforce expert, development team, and client stakeholders (CEO & CTO). Additionally, another UX designer and a creative director in the beginning stages of the project, but once the project was more mature I became the creative lead on the project and oversaw or created all new features to be designed.
It was crucial that considerations were taken into account from every angle ensuring the best possible experience for the end users while satisfying business needs and being technically feasible.
This was ensured through regular in person workshops and collaboration sessions with the EWC stakeholders (CEO & CTO), client business SMEs, our experience design team, technology team, salesforce SMEs, and end users was critical for the creation of the platform to gather insights, create extremely nuanced requirements specific to the business, review and gather feedback for designs.
We mapped out user journeys and flows to inform wireframes for all major functionalities needed and all possibilities at each step.
The product needed to be represent their brand and luxury experience, but they didn’t have a digital design guide, the CEO didn’t like their current use of pink everywhere, and we didn’t have much time to get started or wait for updated branding. I went through all their existing marketing and imagery to inform our product design with some additional colors based on their existing visual style that hadn’t been articulated for or needs.