HelloPrint was transitioning from a 13-year-old legacy system (Presta) to a new internal platform (360) for managing customer orders. Despite having a technical foundation, 360 wasn't being used — agents continued relying on the old system. The new 360: a tool designed to view, never to act. The result: constant context-switching, manual workarounds, and avoidable errors. I led the redesign from discovery to launch.
The new system consolidated all order actions — refunds, reprints, complaints, copy orders, returns — into a single interface. Zero tool-switching.
360 Platform: New order overview
Presta was a long-standing legacy system with multiple tabs, redundant information, and fragmented processes accumulated over 13+ years. Over time it had been patched with workarounds — separate browser tabs, copy-paste workflows, manual spreadsheets — until managing a single order often required navigating across several disconnected tools and steps.
→ The redesign brief: make every action fast enough that agents stop building workarounds.
Legacy system (Presta) used for order management.
I mapped the most frequent agent actions — Refunds, Reprints, Complaints, Copy Order, Returns, Order Creation, and Customer Creation — and designed each as guided flows within the same order context. No new tab, no separate form, no manual data entry. All actions and the relevant information are available in one place; the system already knows the order, and the agent just selects the action.
Inside the Order — Artwork tab (Presta vs 360)
Agent interface — Artwork tab detail
Midway through I stepped into the Product Owner role — backlog, acceptance criteria, sprint reviews, stakeholder alignment. Design and ownership were inseparable.
Order creation — Presta vs 360
Order creation in 360 platform
Launched in phases. The most significant impact: new agent onboarding dropped from 6–8 weeks to under 2.
