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ENTERPRISE SAAS · RETAIL CRM · OMNICHANNEL
MerchantWorksOS
A connected retail operating system for ecommerce, stores, inventory, CRM, marketing and fulfilment.
Product strategy
UX/UI
Design system
Responsive
OS
MerchantWorksOS
Connected commerce. Smarter operations.
5
Primary roles
From leadership to frontline teams
13
Core modules
A shared operational platform
3
Device contexts
Desktop, tablet and mobile
1
Source of truth
Connected data across channels
OVERVIEW
From disconnected tools to one coherent operating system.
The concept explores how a modern retailer could manage customer relationships, commerce and operations without constantly switching between siloed platforms.
Every team had data, but no team had the complete picture.
Orders lived in commerce software, customer behaviour sat inside marketing and support tools, inventory changed across stores and warehouses, and reporting depended on manual reconciliation. MerchantWorksOS becomes a shared operating layer organised around real retail decisions.
ROLE
Product strategy · UX/UI · design-system direction
FOCUS
CRM · POS · analytics · inventory · automation
DELIVERABLES
Research · IA · flows · wireframes · responsive product UI
STATUS
Independent concept project
PROBLEM STATEMENT
Retail teams were working around their software instead of through it.
The problem board maps duplicated entry, delayed stock updates, fragmented customer records, slow service and limited cross-channel visibility.
Problem statement board · disconnected systems, operational friction and the opportunity for one unified platform.
PRODUCT STRATEGY
Design the operating layer, not another isolated tool.
Four principles guide every module, role and device.
01
Unified commerce
Connect products, orders, channels and fulfilment.
02
Customer intelligence
Create one complete customer record.
03
Operational clarity
Turn data into clear actions and risks.
04
Accessible scale
Support roles, locations and international growth.
RESEARCH AND ARCHITECTURE
A scalable structure built around tasks, roles and shared data.
The architecture reduces duplication by linking customer, order, product and inventory records across modules.
Information architecture
A full module map for commerce, CRM, stores, analytics, marketing, fulfilment, integrations, support and settings.
Usability testing notes
Observations become clearer actions, stronger hierarchy and more transparent rules and permissions.
User Journey Map
A journey view showing how merchants move from setup and discovery through daily management, fulfilment and growth.
New Customer User Flow
A focused onboarding flow guiding teams from account creation and business setup to connected tools and first value.
User Personas
Role-based profiles capturing the goals, pressures and information needs of owners, managers and frontline teams.
EARLY BRAND EXPLORATION
Finding a visual language for connection and flow.
Initial sketches tested angular, rounded and one-stroke MW forms, alongside icon and OS lock-up variations.
Initial explorations
Refinement and application
PRODUCT EXPLORATION
Shaping the interface around real retail workflows.
Early dashboard concepts tested how dense operational data could remain clear, scannable and focused on the next action.
Initial dashboard explorations
Refined dashboard application
PRODUCT ECOSYSTEM
One system, adapted to the work being done.
The foundations remain consistent while density, actions and hierarchy change across leadership, management and frontline contexts.
DESIGN SYSTEM
A practical system for dense, high-stakes interfaces.
Accessibility, state communication and reusable data patterns are foundations rather than finishing touches.
OUTCOME
A complete enterprise-retail concept with a credible product story.
MerchantWorksOS combines strategy, architecture, workflows, responsive product design and system thinking in one connected case study.
Unified
Operational model
Multi-role
Connected experiences
Responsive
Responsive layouts across key breakpoints
Accessible
States, hierarchy and controls
PROJECT NOTE
This is an independent concept project. Metrics shown inside product visuals are illustrative design data, not live product results.
START WITH THE PROBLEM
Have a product, store or digital experience that needs clearer thinking?
I help SaaS founders, Shopify brands and agencies diagnose friction, design better journeys and deliver interfaces that can actually be built.
Start a project
→
Book a UX audit
→
UX · PRODUCT · SHOPIFY · DEVELOPMENT
I solve usability problems before they become business problems — connecting UX, product thinking and build-ready delivery.
Available for selected remote projects
© 2026 Steve Roberts / ME&CO. All rights reserved.
MENU
CASE STUDIES
Portfolio
UX Design & Research
UI Design
Graphic Design
Just Branding
Alt Graphics
Development
ENTERPRISE SAAS · RETAIL CRM · OMNICHANNEL
MerchantWorksOS
A connected retail operating system for ecommerce, stores, inventory, CRM, marketing and fulfilment.
Product strategy
UX/UI
Design system
Responsive
OS
MerchantWorksOS
Connected commerce. Smarter operations.
5
Primary roles
From leadership to frontline teams
13
Core modules
A shared operational platform
3
Device contexts
Desktop, tablet and mobile
1
Source of truth
Connected data across channels
OVERVIEW
From disconnected tools to one coherent operating system.
The concept explores how a modern retailer could manage customer relationships, commerce and operations without constantly switching between siloed platforms.
Every team had data, but no team had the complete picture.
Orders lived in commerce software, customer behaviour sat inside marketing and support tools, inventory changed across stores and warehouses, and reporting depended on manual reconciliation. MerchantWorksOS becomes a shared operating layer organised around real retail decisions.
ROLE
Product strategy · UX/UI · design-system direction
FOCUS
CRM · POS · analytics · inventory · automation
DELIVERABLES
Research · IA · flows · wireframes · responsive product UI
STATUS
Independent concept project
PROBLEM STATEMENT
Retail teams were working around their software instead of through it.
The problem board maps duplicated entry, delayed stock updates, fragmented customer records, slow service and limited cross-channel visibility.
Problem statement board · disconnected systems, operational friction and the opportunity for one unified platform.
PRODUCT STRATEGY
Design the operating layer, not another isolated tool.
Four principles guide every module, role and device.
01
Unified commerce
Connect products, orders, channels and fulfilment.
02
Customer intelligence
Create one complete customer record.
03
Operational clarity
Turn data into clear actions and risks.
04
Accessible scale
Support roles, locations and international growth.
RESEARCH AND ARCHITECTURE
A scalable structure built around tasks, roles and shared data.
The architecture reduces duplication by linking customer, order, product and inventory records across modules.
Information architecture
A full module map for commerce, CRM, stores, analytics, marketing, fulfilment, integrations, support and settings.
Usability testing notes
Observations become clearer actions, stronger hierarchy and more transparent rules and permissions.
User Journey Map
A journey view showing how merchants move from setup and discovery through daily management, fulfilment and growth.
New Customer User Flow
A focused onboarding flow guiding teams from account creation and business setup to connected tools and first value.
User Personas
Role-based profiles capturing the goals, pressures and information needs of owners, managers and frontline teams.
EARLY BRAND EXPLORATION
Finding a visual language for connection and flow.
Initial sketches tested angular, rounded and one-stroke MW forms, alongside icon and OS lock-up variations.
Initial explorations
Refinement and application
PRODUCT EXPLORATION
Shaping the interface around real retail workflows.
Early dashboard concepts tested how dense operational data could remain clear, scannable and focused on the next action.
Initial dashboard explorations
Refined dashboard application
PRODUCT ECOSYSTEM
One system, adapted to the work being done.
The foundations remain consistent while density, actions and hierarchy change across leadership, management and frontline contexts.
DESIGN SYSTEM
A practical system for dense, high-stakes interfaces.
Accessibility, state communication and reusable data patterns are foundations rather than finishing touches.
OUTCOME
A complete enterprise-retail concept with a credible product story.
MerchantWorksOS combines strategy, architecture, workflows, responsive product design and system thinking in one connected case study.
Unified
Operational model
Multi-role
Connected experiences
Responsive
Responsive layouts across key breakpoints
Accessible
States, hierarchy and controls
PROJECT NOTE
This is an independent concept project. Metrics shown inside product visuals are illustrative design data, not live product results.
START WITH THE PROBLEM
Have a product, store or digital experience that needs clearer thinking?
I help SaaS founders, Shopify brands and agencies diagnose friction, design better journeys and deliver interfaces that can actually be built.
Start a project
→
Book a UX audit
→
UX · PRODUCT · SHOPIFY · DEVELOPMENT
I solve usability problems before they become business problems — connecting UX, product thinking and build-ready delivery.
Available for selected remote projects
© 2026 Steve Roberts / ME&CO. All rights reserved.
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