- Role
- Senior UX Designer
- Tools
- Figma, Salesforce
Overview
Context
Licensed stores in malls, airports, grocery chains, and similar locations rely on an internal operational site for support, updates, and materials. When that experience grew outdated and confusing, the organization wanted change—with baristas and store employees at the center.
The site is built on Salesforce; information architecture had drifted into unclear labels and weak findability, so staff relied on bookmarks and informal workarounds. We restructured IA, content, and taxonomies with real store roles in mind.
Challenge
What needed to change
The legacy experience felt fragmented: content grouping did not match how baristas and store managers work day to day.
- Content was hard to find without workarounds
- Navigation and labeling did not match mental models
- Updates and materials were scattered across sections
- Store teams needed faster paths to role-relevant information
Goals
Design principles
- 1. Map navigation and content to how store teams actually work.
- 2. Expose section content at a glance so people can scan before diving in.
- 3. Give content authors control to tune navigation without heavy engineering.
- 4. Support scale across tens of thousands of frontline users.
Chapter 1
The legacy experience
Before the redesign, home and resource areas illustrated the fragmented structure we were asked to untangle—unclear hierarchy and weak scanability compared to how stores run day to day.
Chapter 2
Storefront for the field: home and favorites
The updated experience prioritized a clearer store-manager homepage and a path to saved favorites—so high-frequency entry points matched real tasks.
Chapter 3
Notifications and quick access
Operational teams need timely signals without hunting. Notifications and a quick-access entry reduced the gap between “something changed” and “I can act on it.”
Chapter 4
Store communications
Individually targeted communications and an all-store view helped district and store roles see what applied to them versus the full network—reducing noise at scale.
Outcomes
Impact
- ↑ Barista-approved navigation that maps to employee mental models and promotes findability
- ↑ Exposed menu lets users explore section content at a glance
- ↑ Content authors can update navigation independently to tailor it to their needs
- ↑ 80,000+ retail workers using the consolidated system for support, updates, and store materials
- ↑ Store managers can share information with employees and monitor store-specific metrics
The consolidated intranet replaced a fragmented experience with IA and patterns aligned to how stores actually work—so frontline teams spend less time fighting the tool and more time serving guests.
Reflection
Closing thoughts
When an operational site is hard to use, the people on the front line bear the cost. Restructuring IA and grounding decisions in interviews with baristas, store managers, and district leaders turned a stale intranet into a system that supports them.