1Overview

• Product / Initiative: Store Hub – Retail Application Modernization & Consolidation

• Role: Product Manager – Platform Modernization

• Location: Chicago, US

• Scale: Consolidation of 10 legacy retail applications into one modern platform for 12,000+ store users

• Outcome: Delivered 26% revenue uplift, 18% operational efficiency gain, and frictionless access through SSO, enabling a secure, faster, and unified store experience.

Problem / Opportunity

Store associates and managers were required to log into 10 different legacy applications, each with its own credentials and workflows. This caused:

• High context switching and slower task execution

• Poor user experience with multiple authentication points

• Increased IT overhead for password resets and access management

• Inconsistent workflows across pricing, inventory, and order management functions

The opportunity was to simplify the entire store technology ecosystem by consolidating applications into a single, secure hub with SSO-enabled access, streamlining operations and improving productivity.

Goals & Success Metrics

• Primary Goal: Consolidate fragmented store tools into a unified, intelligent platform with secure and seamless access.

• North Star Metric: Store revenue growth and associate productivity.

• Supporting Metrics:

  • ⏳ Reduction in task completion time

  • 🧭 Improvement in operational efficiency

  • 🧍 Increased user engagement and adoption

  • 🔐 Reduction in authentication failures and password resets

  • 💰 Revenue uplift

Targets:

• 📈 15%+ revenue uplift

• ⚡ 10%+ operational efficiency improvement

• 🔐 SSO adoption for all 12,000+ users

• 💻 Decommissioning of 10 legacy applications

Strategy & Approach

• Defined a platform modernization vision to unify store operations with a single entry point and secure authentication.

• Conducted workflow mapping across legacy apps to identify common tasks, dependencies, and integration gaps.

• Partnered with Identity & Access Management teams to design SSO architecture enabling role-based access control.

• Gathered qualitative feedback through in-store user research to prioritize pain points and design around real-world use cases.

• Used impact vs. effort prioritization to phase the consolidation roadmap and minimize operational disruption.

Solution & Execution

• Launched a unified store hub that integrated pricing, promotions, inventory, order tracking, and analytics in one seamless platform.

• Implemented Single Sign-On (SSO) with role-based access to eliminate multiple logins and reduce authentication time.

• Delivered personalized dashboards and contextual task flows to improve associate experience and reduce cognitive load.

• Built real-time data synchronization to ensure a single source of truth across operational functions.

• Retired legacy systems through phased migration, ensuring smooth transitions and zero downtime.

• Launched change management programs with in-store champions and telemetry-based feedback loops to drive adoption.

Impact & Results

• 💰 26% increase in store revenue driven by faster task execution and better visibility into promotions and inventory.

• ⚡ 18% improvement in operational efficiency from workflow simplification and reduced app switching.

• 🧍 12,000+ users onboarded to SSO, reducing average authentication time by 80%.

• 🧭 10 legacy applications successfully decommissioned, cutting licensing and IT maintenance costs.

• 🔐 45% reduction in IT service desk tickets for password resets and access issues.

• 🌍 Unified platform adoption exceeded 90% within the first 3 months of rollout.

Frameworks Used

• Service Blueprinting & Journey Mapping to identify workflow friction

• Design Thinking & User Research to shape intuitive associate experiences

• Lean Prioritization Framework for phased migration

• Experimentation Framework for validating UX & SSO adoption flows

• Telemetry & Access Analytics for adoption measurement

My Role & Contributions

• Led platform consolidation strategy to unify 10 legacy retail apps.

• Applied service blueprinting and in-store user research to inform design decisions.

• Partnered with IAM to implement secure, role-based SSO.

• Ran A/B experiments on navigation and SSO flows, improving login time and task execution.

• Embedded telemetry to monitor adoption, engagement, and revenue impact.

• Delivered measurable uplift in operational efficiency and store revenue across 12,000 users.

Retrospective & Learnings

• What worked: Leading with a user-first platform vision and embedding SSO early ensured high adoption and measurable impact.

• What could be improved: Deeper alignment with external identity providers earlier in the project could have shortened rollout timelines.

• Key learning: Authentication and access are not just IT functions — they’re critical enablers of user experience, security, and business agility.