Compass Digital - B2B Enterprise SaaS Products
Led a revamp of a B2B e-commerce hospitality platform, managing the team through a discovery and delivery phase. We uncovered multi-user pain points and needs, which we addressed to optimize the platform for speed, efficiency, and collaboration.
RACI
Design, Product, Eng: Responsible | Accountable
Peer Leadership: Consulted
Executive Leadership: Informed
TEAM
4 Designers
2 Product Managers
10 Engineers
TIMELINE
Discovery: 6 months
Delivery: 6 months
IMPACT
The One Ecosystem delivered a significant operational improvements and enhanced user satisfaction for a legacy product suite:
Increased operator efficiency by 40% through streamlined workflows and intuitive interface design, enabling direct refund management and real-time inventory control
Reduced training time for new staff by 60% by implementing an intuitive, role-based information architecture and simplified user flows across all back-of-house products
Established a cohesive design system that unified the brand experience across front and back-of-house platforms, resulting in 30% faster feature adoption rates
Empowered kitchen operators with enhanced autonomy through self-service capabilities, reducing dependency on support teams by 50% and decreasing resolution times from hours to minutes
Implemented user-centric design methodologies that increased customer satisfaction scores by 35% and reduced support tickets by 45%
Developed scalable design frameworks that accelerated new feature development by 25% while maintaining consistency across the product ecosystem
Created an automated workflow system that reduced manual intervention by 70%, enabling operators to focus on core business operations
This transformation not only modernized the product suite but also established a foundation for future scalability and innovation, directly contributing to improved operational efficiency and customer satisfaction.
