HelloPrint was replacing a 13-year-old legacy system (Presta) with a new internal platform, 360, for managing customer orders. But 360 was designed mainly to view orders, not to act on them, so agents kept relying on the old system to get their work done. The result: constant context-switching, manual workarounds and avoidable errors. I led the redesign from discovery to launch.
360 was intended to replace Presta, but agents continued relying on the old system and other tools to complete their work. The new platform gave them visibility into orders, while many of the actions they needed still depended on the legacy workflow.
The challenge was not simply replacing an old interface. It was understanding why agents kept falling back to the old workflow and what 360 needed to support their work end to end.
Previous version of 360: order information, but no actions
The problem wasn't simply that Presta was old. Over 13+ years, the workflow had grown around the limitations of the system. Agents used multiple tabs, copy-paste workflows and spreadsheets to complete everyday tasks.
As a result, work that should have happened inside one order became a fragmented process across several tools and steps.
→ The redesign brief wasn't 'make it look better'. It was: make every action fast enough that agents stop building workarounds.
Legacy system (Presta) used for order management.
I redesigned 360 around the actions agents needed to perform, bringing refunds, reprints, complaints, returns, copy orders and other core actions into the same order context.
Instead of switching between tools or manually re-entering order information, agents could complete these actions directly within 360, as guided flows. Agents could now open an order and act on it right there, instead of just looking it up.
360 Platform: New order overview
Presta: order artwork details
360: order artwork details
Midway through the project, my role expanded from Product Designer to Product Owner. I became responsible not only for the experience, but also for turning the design into a deliverable product: prioritising the backlog, defining acceptance criteria, running sprint reviews and aligning engineering, business and operations.
This meant taking ownership of the trade-offs between user needs, operational requirements and what the team could realistically deliver.
Order creation in Presta
Order creation in 360 platform
The new system launched in phases, starting with the highest-impact workflows. More than 20 agents were migrated from the legacy system, with 10+ core flows eventually brought into 360.
The clearest measurable impact was onboarding: new agents went from needing 6–8 weeks to become productive to under 2 weeks.
360 became the place where agents could manage orders, not just look them up.
