2,000 retail employees need performance data but have absolutely zero time to read it on the floor. Plus, the same app needs to make sense to three entirely different management levels.
Starting point
They asked for a simple platform to track sales, products and training KPIs in real time. The challenge was twofold: making the data digestible for staff who are constantly on the move, and designing a single tool capable of serving Client Advisors, Store Managers, and Area Managers without confusing any of them.
Our approach
We built a role-based, mobile-first experience.
Role-based experience: designed intuitive modules for Client Advisors with simple, easy-to-digest information; provided Store Managers more detailed insights into team performance and sales targets; and for Area Managers delivered a global view with comparative analysis across regions.
Personalised language: used different tones of voice: direct, personal language for Client Advisors, and a more technical tone for managers.
Progressive disclosure: surface-level data first, with deeper breakdowns on click.
The process and result
The tensions and tradeoffs
The business initially assumed that internal stakeholder opinions were enough to define a successful UX.
I had to push back to prove that executive assumptions rarely survive contact with the actual real-world scenarios. Despite gatekeeping around staff availability, I conducted usability tests with three Client Advisors and two Store Managers. We traded a frictionless, assumption-based process for the friction of reality.
The app was very well received, but more importantly, their qualitative feedback became our direction: we implemented a structured backlog that prioritised emerging needs by frequency of occurrence and technical feasibility, bypassing business bias.
The outcome
The app successfully launched in five flagship stores and was embraced by over 120 users, and is now scaling to 200+ stores to support 2,000 potential users globally.
Takeaway: designing for diverse needs
The measure of this project wasn't just shipping a goodlooking interface; it was proving that complex data could be communicated accessibly on a chaotic shop floor. The enthusiastic real-world adoption reinforced that a tool is only as good as its adaptability to real life constraints.
“I wanted to congratulate you on the quality of the work you are doing and for which we are all very enthusiastic.”
IS&T Supervisor, Data Platform & Business Intelligence, luxury fashion brandLast update 2026. All data are reserved. I authorize the processing of personal data according to EU Regulation 679/2016.