Reimagining a Modern POS Experience for Florists
A flexible, scalable florist platform designed to simplify workflows and reduce training time –launched in under six months, cutting training by 85% and unlocking $2M in projected savings.
MercuryHQ
As Lead Product & Brand Designer, I spearheaded product strategy, UX design, and design system development across desktop and mobile. I collaborated with PMs, engineers, QA, and support teams, and shaped rollout, onboarding, and training strategies.
My Role
Outdated POS System & Compromised Workflow
Legacy system hadn’t been updated in 20+ years, leading to confusion, ordering inefficiencies, and high support costs—especially during peak holidays. Many florists migrated to third-party solutions or left altogether.
Fragmented UI: Inconsistent interface patterns caused frequent user errors.
Message-based ordering: Difficult to track changes, manage tasks, or maintain context.
Poor mobile support: Low flexibility and responsiveness for urgent needs.
High learning curve: Long training cycles and high support demands across varied tech comfort levels.
Diverse business needs: Required modularity to accommodate a wide range of florist models, from local shops to national operations.
Tech limitations: Outdated infrastructure hindered scalability, integration, and automation.
Competitive pressure: Florists faced disruption from giants like Amazon, DoorDash, and UberEats. The platform needed to unify tools and workflows into a seamless experience. included confusing message-based ordering, poor mobile support, long training cycles, tech inconsistency across shop types, and market pressure from modern delivery platforms.
The Challenge
• Modernize POS while preserving existing workflows.
• Improve order accuracy, speed, and visibility.
• Reduce training time and support burden.
• Build a scalable base for future integrations and expansion.
• Accommodate a range of florist models and technical backgrounds.
• Enhance the user experience with accessible navigation and minimal friction.
• Free up florists to focus on creativity and business growth.
Project Goals
Collaborated with 20+ florists across regions and business models to map workflows, seasonal pressures, and operational pain points.
Conducted audits of POS, e‑commerce, and delivery platforms to identify UX gaps and best practices.
Mapped the full order lifecycle and analyzed support feedback to guide redesign priorities.
Built a modular UI system adaptable to different workflows, roles, and operational scales.
Research & Insights
Reframing Orders: From Messages to Structured Orders
Messages ≠ Orders → Orders = Orders
Legacy messaging-style logs with code-based tags like "ASK" and "ANS" were replaced with true, structured order records that include editable fields, real-time status, and built-in messaging –giving florists a single source of truth.
Order Management Redesign
A centralized orders page featuring filters, clear visual cues, quick actions, and order previews – all optimized for speed and clarity. Quoting was streamlined for speed and accuracy, especially during high-volume periods.
Create Order Flow
A guided, step-by-step interface with real-time validation, autocomplete suggestions, and a visual sidecar to preview order details.
Dashboard
A task-oriented central hub showing pending, in‑progress, and completed work, with priority indicators and communication context at a glance.
Payments & Delivery
Secure, intuitive payment interface with automatic calculation and real-time validation. Delivery management, including a map view, address details, routing, delivery confirmations, and proof capture (signature/photo).
Buttercup Chatbot
An AI-powered assistant embedded in the platform that automates confirmations, updates, and common support tasks – streamlining workflows and reducing manual overhead.
Design & Feature Highlights
“I finally feel like this platform was made for my shop.”
Create Order
The Create Order page in MercuryHQ simplifies the order entry process with a user-friendly, step-by-step flow. Florists can quickly input key details like occasion, recipient information, product selection, and delivery preferences. Auto-generated suggested messages help reduce errors, while real-time validation alerts ensure all fields are completed. The page includes a sidecar for real-time order assembly visualization, and once finalized, orders can be sent directly to the relevant shop or delivery service for seamless fulfillment.
Order Details
The redesigned Orders page in MercuryHQ gives florists a centralized, intuitive view of both incoming and outgoing orders—from individual customers, federated networks, and local businesses.
Florists can easily filter and sort by delivery date, status, or order type, and take quick actions such as:
Marking orders as delivered
Editing order details
Messaging fulfillment partners directly within the order
Clear visual indicators flag high-priority orders or issues, while at-a-glance details—like order numbers, customer info, delivery dates, and product images, making it easy to review and act without switching contexts.
Dashboard
The MercuryHQ dashboard is a central hub designed to streamline workflows and prioritize tasks for florists. It provides a quick snapshot of shop and order statuses, including pending, in-progress, and completed orders. The dashboard features a to-do list with urgent and upcoming tasks, and it offers visual indicators for delivery statuses. Users can track orders in real-time, access customer details, and monitor communication with other shops—all in one place. The intuitive, task-oriented interface simplifies day-to-day operations and improves decision-making, ultimately enhancing customer satisfaction.
Buttercup Chatbot
Buttercup is a custom chatbot designed to streamline communication across the florist and delivery ecosystem. With a familiar, intuitive messaging interface, it reduces manual coordination by automating routine tasks like order updates, confirmations, and delivery tracking.
Buttercup improves day-to-day efficiency, minimizes back-and-forth communication, and creates a more seamless experience for florists, drivers, and customer support alike.
Key Functions
Sends automated order confirmations and delivery status updates
Helps florists and drivers manage real-time changes and reduce delays
Resolves common fulfillment issues through guided interactions
Reduces support volume by handling high-frequency, low-complexity tasks
“I used to avoid the old system. Now I actually enjoy using this one.”
Results & Impact
Performance Metrics
• Launched in under 6 months.
• 85% reduction in training time (from one week to one day).
• 2.5× increase in POS conversion rate.
• $2M projected operational savings.
• First florist membership growth in over a decade.
User Engagement
• Device usage: 79% desktop, 20% mobile, 1% tablet.
• Top pages: Dashboard (330k+ views), Orders (104k+ views), Settings (4k+ views).
Continuous Improvement
• Leveraged FullStory and real‑time analytics to monitor engagement during high-demand seasons, like Valentine’s and Mother’s Days.
• Identified friction via rage clicks, dead clicks, and abandonment flows, prompting fast iterations to improve calendars, messaging, error feedback, and navigation.
Cross-Functional Momentum
• Aligned QA, PM, engineering, and support teams using insights from user research and analytics.
• Managed 12+ workstreams to deliver a unified, scalable platform.
• Strengthened florist retention and re-engagement by solving tangible, operational pain points and setting the stage for B2B and e‑commerce expansion.