E-Commerce Operational Console
GRI Admin is a console for a large retail chain, where operators and store managers work with customer profiles, orders, returns, product reviews and internal tasks.
I worked across the whole product, but this case digs into just its two busiest areas – the Client Profile and Orders. I didn't do it alone – I worked with a product manager who bridged the client, design and engineering. The design decisions here are mine.
Senior Product Designer • 2019 – 2026
The Client Profile gives an operator the full read on a customer in one screen — identity, lifetime value, buy-out rate, bonuses and returns, with risk flagged up front. From here they scan the history across tabs, open a support ticket, and work bonuses, with the record updating live.
Starting with the system, not the screens
My first decision was not to design a single screen.
For such a large CRM system, consistency is crucial, so I first created a design system – a token layer for color, type, spacing and radius, a component library and light and dark themes – before touching a page. Once the system was ready, the screens became a cohesive assembly, and consistency became the norm, not a checklist. This also allowed me to focus on the truly important decisions later.
Designing for the operator’s density
Operators live in dense data, so scanning was the whole brief.
Orders is a call queue an operator works through a whole shift. It opens with a strip of live metrics — queue size, overdue calls against SLA, average response time, calls handled — so the state of the shift reads at a glance. The table below packs a lot into every row — client and contact, call time, reason, delivery type, product and price — so heavy data stays scannable.
Every order opens into an action hub — comment, call the client, send an SMS, issue bonus points, decline an item or the whole order — so the operator acts without leaving the queue. Money actions get extra care: issuing a bonus takes a deliberate confirmation step, because in a tool that moves money nothing should happen by accident.
Workspace - a queue of orders and actions with them
Theming as a decision, not a coat of paint
Dark mode wasn’t a pass at the end — I built it in from the start.
Color tokens create one scheme mapped to component groups, so the color of each group can be managed and edited across both light and dark from a single place. Switch the theme and the whole product re-themes at once, the two staying in sync as it grows. Operators can switch themes whenever it suits them, easing the strain on their eyes and keeping their focus on the data — and the team gets a system where theming is a variable, not a rebuild.
What I take forward
Starting with the system paid for itself many times over — it kept everything consistent, themeable and maintainable, and freed me to spend my attention where it counts, like the care a money action deserves.
Client and order data now sit in a clear hierarchy, on a foundation the team can keep building on. If I did it again, I’d make the same first move: build the system, then the screens.