PRONTO XI POS
One platform. Three experiences.
Problem reframing · Product architecture · Multi-persona UX · Stakeholder alignment · Platform scalability
EXISTED PROBLEM
Pronto Xi POS served retail, wholesale and management through one generic experience. I challenged the feature-led brief, uncovered three fundamentally different jobs through research, and redesigned the experience around role-based architecture—without fragmenting the underlying platform.
SCOPE
Stakeholder Interviews · Business Requirement Workshops · Product Vision Alignment · Research · User Pain Point Analysis · Workflow Analysis · Heuristic Evaluation · Contextual Inquiry · Personas · Journey Mapping · IA · User Flows · Interaction Design · Prototyping · User Testing · Design System · Engineering · QA
THREE JOBS, ONE PLATFORM
One platform → three personas → three tailored experiences → one scalable foundation.
I designed three distinct experiences within a single POS platform, tailored to the different goals and mental models of Retail Staff, Wholesale Operators and Store Managers.
Rather than creating separate products, I established a shared foundation with role-specific information, navigation and workflows—optimising each experience for speed, context and decision-making while maintaining a consistent underlying architecture.
THE ARCHITECTURE DECISION
I established a shared platform architecture that adapted navigation, information and workflows to each persona, balancing role-specific needs with consistency and scalability.
OPTION A
Three independent POS applications- Separate experiences- Separate codebases- Separate design systems- Higher maintenance- Difficult to scale
OPTION B ✓One shared platform + role-based experience layers- Shared foundation- Shared component system- Role-specific navigation- Role-specific workflows- Scales across the customer baseThen:I recommended Option B. The business approved the direction.
I recommended Option B. The business approved the direction.
The experience layer adapts to the user's role while the underlying platform remains shared.
UX Execution IDEA: product thinking + technical awareness + scalability
DESIGN THE EXPERIENCE AROUND THE JOB
RETAIL — DESIGNED FOR SPEED
Essential actions surfaced first. Large touch targets, minimal distraction and streamlined checkout for high-frequency transactions.
WHOLESALE — DESIGNED AROUND THE ACCOUNT
Customer lookup leads into order history, pricing, credit and account context—supporting longer, information-rich workflows.
MANAGEMENT — DESIGNED FOR DECISIONS
KPI visibility comes first, with drill-down from summary to operational detail.
THE DESIGN PRINCIPLE
A single platform with three tailored user experiences streamlined role-specific workflows, improving operational efficiency and overall product performance while maintaining a consistent, scalable foundation.
RETAILTransaction → Exception → Advanced actionWHOLESALEAccount → Order → Pricing / Credit / HistoryMANAGERKPI → Store → Transaction
Role-specific information, navigation and actions helped users complete tasks more efficiently while keeping the experience simple and focused.
USER CENTRIC EXPERIENCE
VALIDATED BEFORE SCALE
I tested wireframes and prototypes across retail, wholesale and management users, using usability sessions to validate role-specific flows and interaction patterns.
Reduced the initial retail experience to essential transaction actions.
Surfaced customer information earlier in the wholesale flow.
Prioritised KPI information above the fold.
15 rounds of usability testing across wireframes and prototypes WITH NEW DESIGNS*
AI-ASSISTED INTELLIGENCE
AI / Future Capability Exploration
Foundation for predictive reorder alerts, credit-risk scoring and churn detection.
I proposed a Trader Intelligence Panel embedded directly into the wholesale order flow. When an operator opened a customer account, the panel surfaced a trading tier based on payment reliability, order consistency, account tenure and order value—along with a clear recommended action.
OUTCOME
3 distinct user groups -> Supported through one platform
1 shared architecture -> Role-based experience layer over a common foundation
The role-based architecture established a scalable model for how Pronto Xi POS could adapt its experience to different users without creating separate product experiences.
FINAL TAKEAWAY
I didn't solve the problem by adding more features. I changed how the product understood its users.
One platform. Three experiences. Built around the job.