Back office

A cross-team consolidation of legacy and next-gen retail products, reorganized around what a user needs to do, not which tool historically owned it.

problem

3–5 products to complete one task. Research across the back office surfaced a specific, costly symptom of years of product sprawl: a single Loyalty task often required moving across 3 to 5 separate legacy tools. The response was a shift from a product-owned structure to a feature-first architecture — one designed around user intent rather than tool history.

solution

Accounts receivable: Region complexity as configuration, not a fork. A gas station client in Poland needed substantially more functionality than a standard US house account. Rather than build a one-off regional version, the extra capability was designed as selectable feature configuration; the core product stays singular; regional complexity becomes a setting. Loyalty: Consolidating under real API constraints. Legacy clients relied on features the current API layer doesn't support, like CSV bulk upload. I redesigned the flows to align with real API capability, while pushing back on drops that customer research flagged as non-negotiable.

Centralizing a decade of legacy products into one feature-first back office.

A cross-team consolidation of legacy and next-gen retail products — reorganized around what a user needs to do, not which tool historically owned it.

Scope of ownership

Accounts receivable

An integration problem. A newer product absorbing capability scattered across legacy tools, without reintroducing the same fragmentation.

Loyalty

A consolidation problem. Reconciling redundant, inconsistent legacy behavior into one canonical set of flows.

Status

Individual features are shipping incrementally under the new architecture. The fully centralized back office experience has not launched — this case study reflects work in progress.

year

2026

timeframe

Ongoing

tools

Figma, Visual studio, Figma MCP, Figma Make, Copilot