POS Health Monitor
POS Health Monitor
POS Health Monitor
An internal sales performance tool for a multi-channel cosmetics retailer operating in Thailand and Myanmar
An internal sales performance tool for a multi-channel cosmetics retailer operating in Thailand and Myanmar
An internal sales performance tool for a multi-channel cosmetics retailer operating in Thailand and Myanmar
Role
Role
Role
Product Designer
Product Designer
Product Designer
Scope
Scope
Scope
Onboarding, overview, sidebar labels
Onboarding, overview, sidebar labels
Onboarding, overview, sidebar labels
Timeline
Timeline
Timeline
4-week sprint
4-week sprint
4-week sprint
Status
Status
Status
Shipped
Shipped
Shipped
Other product screens and the underlying information architecture were out of scope and remained unchanged.
Other product screens and the underlying information architecture were out of scope and remained unchanged.
What the redesign is built to do
What the redesign is built to do
Get new hires to useful work on day 1
Get new hires to useful work on day 1
Get new hires to useful work on day 1
The onboarding turns setup from a scavenger hunt across an empty dashboard into a three-step path with a clear endpoint. New hires land, connect, and start reading the business in their first session.
The onboarding turns setup from a scavenger hunt across an empty dashboard into a three-step path with a clear endpoint. New hires land, connect, and start reading the business in their first session.
Make morning triage a one-minute scan, not a fifteen-minute hunt
Make morning triage a one-minute scan, not a fifteen-minute hunt
Make morning triage a one-minute scan, not a fifteen-minute hunt
The overview answers "where does my attention go today" in a single glance. A head-office lead can triage 247 points of sale across owned, consignment, and online channels before their coffee cools.
The overview answers "where does my attention go today" in a single glance. A head-office lead can triage 247 points of sale across owned, consignment, and online channels before their coffee cools.
Give the tool room to grow without another redesign
Give the tool room to grow without another redesign
Give the tool room to grow without another redesign
The sidebar and framing now speak retail operations language, so future pages inherit a conceptual model that already matches how the team thinks.
The sidebar and framing now speak retail operations language, so future pages inherit a conceptual model that already matches how the team thinks.
Context
Context
The brief described a churn dashboard. The product wasn't one.
The brief described a churn dashboard. The product wasn't one.
The client came in asking for a redesign of a "churn dashboard" they'd built internally. The first call clarified something different: the users were head-office retail operations staff monitoring 247 points of sale across different channels.
The client came in asking for a redesign of a "churn dashboard" they'd built internally. The first call clarified something different: the users were head-office retail operations staff monitoring 247 points of sale across different channels.
The existing product was built on customer-success conventions. The users needed retail operations language. I raised this on the kickoff, proposed reframing the onboarding and overview around retail, and the client approved the direction before design started.
The existing product was built on customer-success conventions. The users needed retail operations language. I raised this on the kickoff, proposed reframing the onboarding and overview around retail, and the client approved the direction before design started.
Who uses it
Who uses it
Head-office retail operations staff, on desktop, alongside email and spreadsheets. They open it in the morning to see which stores and channels need attention, and again after exec meetings to check numbers. It's a required tool. Every new hire on the ops team starts here.
Head-office retail operations staff, on desktop, alongside email and spreadsheets. They open it in the morning to see which stores and channels need attention, and again after exec meetings to check numbers. It's a required tool. Every new hire on the ops team starts here.
What was wrong with the starting point
What was wrong with the starting point
The existing product
The existing product
The product was landing users on a data-heavy dashboard without data. It felt incomplete, not powerful. The redesign needed to make onboarding its own experience, not a banner on top of an empty overview.
The product was landing users on a data-heavy dashboard without data. It felt incomplete, not powerful. The redesign needed to make onboarding its own experience, not a banner on top of an empty overview.
The product was landing users on a data-heavy dashboard without data. It felt incomplete, not powerful. The redesign needed to make onboarding its own experience, not a banner on top of an empty overview.
Empty states that teach users to expect nothing
Empty states that teach users to expect nothing
A new user lands on six empty panels, each saying "No data yet." None explain what filling them will unlock. A screen that reads as "nothing is here" teaches the user to expect the same tomorrow.
A new user lands on six empty panels, each saying "No data yet." None explain what filling them will unlock. A screen that reads as "nothing is here" teaches the user to expect the same tomorrow.
Setup buried in noise.
Setup buried in noise.
The first-time user has one job: connect their POS system. But that job shows up as one option among eight, competing with churn cards, revenue panels, and an empty AI sidebar. Setup gets lost in the crowd.
The first-time user has one job: connect their POS system. But that job shows up as one option among eight, competing with churn cards, revenue panels, and an empty AI sidebar. Setup gets lost in the crowd.
Ambiguity at the first decision
Ambiguity at the first decision
Four buttons compete on the same screen: Get Started, Connect Data Source, Analyze Data, Create Playbook. Ambiguity at step one isn't fatal for a required internal tool the way it would be for a SaaS evaluator, but it adds friction to every onboarding.
Four buttons compete on the same screen: Get Started, Connect Data Source, Analyze Data, Create Playbook. Ambiguity at step one isn't fatal for a required internal tool the way it would be for a SaaS evaluator, but it adds friction to every onboarding.
One screen was doing two jobs.
I split them.
Onboarding became a three-step flow with a clear end.
The overview became a dashboard built for people who already know their business.
One screen was doing two jobs.
I split them.
Onboarding became a three-step flow with a clear end.
The overview became a dashboard built for people who already know their business.
One screen was doing two jobs.
I split them.
Onboarding became a three-step flow with a clear end.
The overview became a dashboard built for people who already know their business.
The Overview, rebuilt around how the business gets read
The Overview, rebuilt around how the business gets read
The Overview, rebuilt around how the business gets read
The overview answers a single question the head-office team asks every morning: where does my attention go today?
Four decisions shaped it.
The overview answers a single question the head-office team asks every morning: where does my attention go today?
Four decisions shaped it.
Four metrics at the top, mirroring the old labels.
Four metrics at the top, mirroring the old labels.
Four metrics at the top, mirroring the old labels.
The old product surfaced Portfolio Health Score, Churn Rate, Revenue at Risk, At Risk Accounts. The new set preserves that shape (Overall Health, POS Attrition, Sales at Risk, POS Monitored) so existing users keep their muscle memory while the language shifts to retail.
The old product surfaced Portfolio Health Score, Churn Rate, Revenue at Risk, At Risk Accounts. The new set preserves that shape (Overall Health, POS Attrition, Sales at Risk, POS Monitored) so existing users keep their muscle memory while the language shifts to retail.
A channel heatmap that compares performance across store types over six weeks.
A channel heatmap that compares performance across store types over six weeks.
A channel heatmap that compares performance across store types over six weeks.
The business runs across five channel types (Owned, Consignment, Sellers, Online, Marketplace) and the morning question is usually "which channel is trending which way?" A grid with six weeks per channel answers that in one look, with a 6-week delta column confirming direction. Three separate line charts would have needed three glances. The heatmap needs one.
The business runs across five channel types (Owned, Consignment, Sellers, Online, Marketplace) and the morning question is usually "which channel is trending which way?" A grid with six weeks per channel answers that in one look, with a 6-week delta column confirming direction. Three separate line charts would have needed three glances. The heatmap needs one.
An Attention Queue sorted by lowest score first.
An Attention Queue sorted by lowest score first.
An Attention Queue sorted by lowest score first.
The first thing a head-office lead needs to know is which specific stores are in trouble right now. Lowest scores sit at the top. Each row names the store, channel type, score, 30-day delta, and ARR, so triage happens in the time it takes to scan five rows.
The first thing a head-office lead needs to know is which specific stores are in trouble right now. Lowest scores sit at the top. Each row names the store, channel type, score, 30-day delta, and ARR, so triage happens in the time it takes to scan five rows.
An AI Insights panel structured around specific findings, not a blank chat.
An AI Insights panel structured around specific findings, not a blank chat.
An AI Insights panel structured around specific findings, not a blank chat.
The client wanted an AI chat. I proposed a structured panel instead: surfaced insights with specific stores and numbers, starter prompts for common questions, and free-text input for anything else. A blank chat asks users to know what to ask. This shows them what's worth asking first.
The client wanted an AI chat. I proposed a structured panel instead: surfaced insights with specific stores and numbers, starter prompts for common questions, and free-text input for anything else. A blank chat asks users to know what to ask. This shows them what's worth asking first.
One thing grew during review
One thing grew during review
One thing grew during review
During a review round, the client asked me to rename the sidebar (Health Scores, Risk Signals, Playbooks) to match the retail framing. I proposed the new labels as shown. The underlying pages stayed out of scope and are shown as "Soon." The rename was small but signaled where the rest of the product was heading.
During a review round, the client asked me to rename the sidebar (Health Scores, Risk Signals, Playbooks) to match the retail framing. I proposed the new labels as shown. The underlying pages stayed out of scope and are shown as "Soon." The rename was small but signaled where the rest of the product was heading.
What's next?
What's next?
The client is building out the remaining pages against the new sidebar framing. Future phases were discussed but not scoped during this engagement.
The client is building out the remaining pages against the new sidebar framing. Future phases were discussed but not scoped during this engagement.
