Scaling Internal Systems for 100+ Retailers
Role:
Service & Workflow Designer
Tools:
Microsoft 365
The Challenge
When I joined the Stokes marketing team, supply orders for over 100 stores were managed through a shared inbox. Every request required manual transcription into spreadsheets, a process that was slow, prone to error, and impossible to track at scale. The team needed a reliable system that could live within their existing technical ecosystem.
Strategic Objectives
Standardize the requisition process across a national retail network.
Automate data collection to eliminate manual entry and human error.
Centralize order visibility to improve inventory planning.
Build a solution that the marketing team could manage and update independently without requiring ongoing technical support.
The Approach
⚙️ Navigating Technical Constraints:
Operating within a closed ecosystem meant external software was not an option. After auditing the internal infrastructure, I identified Microsoft Forms as the most efficient engine for the new workflow, ensuring full compatibility with store iPads and existing security protocols.
📂 Information Architecture & Cataloging:
The primary hurdle was the messy data. I audited and reorganized the entire supply catalog, grouping items by signage type and logic. This allowed me to build a structured form that translated "messy" requests into clean, fulfillment-ready data.
🔄 Testing & Iteration:
I launched a pilot program with 25 stores to identify friction points. Feedback showed that while the logic was sound, the linear navigation was too slow. I iterated on the design by adding a jump-menu for faster section access and a notes field for special requirements, ensuring the final version was as fast as it was functional.
📖 Implementation & Knowledge Transfer:
To ensure seamless adoption across a national network, the system was launched with full bilingual support. I authored comprehensive user guides for store associates and developed an internal Wiki for the marketing department that provided step-by-step instructions on how to update the catalog.
A section of the Microsoft Form used by store associates to submit marketing supply orders — categorized for quick navigation, limited to available items only, and supplemented with images where applicable.
The custom icons created for the home screen provided quick access to the English and French versions of the form.
A glimpse of the user guide available through the intranet to help associates troubleshoot basic issues.
The Impact
The final system replaced a fragmented manual process with a streamlined, automated workflow.
Operational Efficiency: Eliminated hours of manual data entry and reclaimed administrative time for higher-value marketing tasks.
Improved Accuracy: Standardized naming to eliminate incorrect shipments and the constant "back-and-forth" of clarification emails.
Actionable Data: Created a centralized, trackable record of all requests, allowing for better inventory forecasting and trend analysis across the national network.
“It is extremely helpful. It was so quick and easy to order the signs we would need. Thank you for doing this for us.”
Key Takeaway
Real-world problem solving often means working within existing constraints rather than around them. By reorganizing a fragmented process into a structured digital workflow, I was able to eliminate deep-rooted inefficiencies without the need for custom software or technical overhead.
