During my time as Senior Product Designer on the Retail team, I worked on Lightspeed’s flagship POS platform — a product used by merchants worldwide to manage sales, customers, inventory, and daily operations. My primary focus was to improve usability and design new features that supported the evolving needs of modern retailers, from independent boutiques to multi-location stores.

Collaborating closely with product managers, engineers, researchers, support teams, and merchants themselves, I helped shape features that simplified complex workflows while elevating the overall user experience across devices.

A key part of my role was ensuring that design decisions were grounded in real merchant behaviours. I spent time understanding how retailers operate in fast-paced, hands-on environments, where clarity, speed, and reliability are essential. This informed every step of my design process — from problem framing and ideation to prototyping, testing, and delivery.

Key projects:

Quotes — a Merchant-Centered Experience

I redesigned the Quotes feature to create a cleaner, more professional, and more intuitive quoting experience across Lightspeed’s POS platform. The project combined competitive analysis with merchant interviews, which revealed clear needs: better layout, improved customization, and easier ways to track and follow up on quotes.

The new design introduced:

• A cleaner, modern quote layout aligned with retail expectations
• Flexible customization options to match different brands and sales styles
• Consistent flows across desktop and mobile
• A centralized dashboard to view, filter, and manage all quotes
• Expiry alerts, statuses, and follow-up shortcuts to help merchants reach out to customers at the right time
• A lightweight way to capture missing customer contact information and reduce lost opportunities

Together, these changes transformed quotes from a static document into a trackable, actionable part of the sales workflow, helping merchants stay organized and improve conversion.

Services Flow — Designing a Multi-Industry, End-to-End Service Management Tool

Many of Lightspeed’s merchants rely heavily on services—not just product sales. I was responsible for designing a unified Services experience that worked across very different industries, including hair salons, pet shops, jewelry stores, and bike shops. Merchants could customize the platform, but the core design had to remain flexible enough to support all of them without creating separate versions.

Understanding Diverse Service Workflows

To capture the complexity, I researched how each industry:

• scheduled and priced services
• assigned staff, tools, and resources
• tracked progress and communicated with customers
• coordinated front-of-house and technician work

I mapped the daily workflows of managers, stylists, groomers, jewelers, mechanics, and technicians to uncover pain points such as double-bookings, unclear ownership, and lack of visibility.

Designing One Adaptable System

The challenge was to create one cohesive experience that felt intuitive across industries while remaining highly configurable. I approached this by:

• Designing a modular, flexible Services Flow
• Supporting scheduling, staff assignment, parts/labor, updates, approvals, and checkout in a clear sequence
• Creating role-based workflows serving both managers (planning) and service providers (execution)
• Ensuring smooth integration across the POS ecosystem, from customer-facing tasks to back-of-house operations

Outcome

Together, these efforts created a modern Services module for Lightspeed’s newest POS—fully replacing the obsolete legacy version—and established the foundation for expanding the platform into a true hybrid retail-and-services experience. The final solution delivered a single, adaptable system capable of supporting very different business models without forcing them into a one-size-fits-all flow. By improving visibility, predictability, and day-to-day task management across teams, the design enabled merchants and service providers to operate with far more clarity and efficiency.