CASE STUDY (02) ✦ NIKE ✦ 2023 – 2025
Redesigning the B2B commerce platform that keeps Nike’s global retail partners in business.
ROLE
Senior Product Designer
TEAM
Design · Product Management · Engineering
SCOPE
Order Manage — MANA & EMEA
TIMELINE
2023 – 2025
(A) CONTEXT
From mom-and-pop shops to global chains — one platform serves them all.
Nike.net serves a multitude of retail partners around the globe — from single-storefront shops to corporations managing many. Working within SEC (Strategic Enterprise Capability), I owned design for the Order Manage experience across MANA and EMEA, where every update ships to partners who depend on it to run their business.
(B) GOALS
Same flows, wildly different users.
Nike.net’s partners don’t look alike. A single-storefront shop placing a dozen units and a national chain managing hundreds of storefronts move through the same order flows — so every design decision started from that spread. Placing, tracking, and managing orders had to feel obvious at both extremes without forking into separate experiences.
My role sat at the point where business needs and partner requests converged, and it was on me to funnel that mix into tangible, shippable outcomes. That meant staying close to engineering the whole way through — pressure-testing technical feasibility early, keeping files implementation-ready, and designing at the pace of a platform that ships to working partners continuously.
(C) PROCESS
Business goals in, shipped outcomes out — on quick turnarounds.
Every new intake started with the PM laying out the business goals and what partners were asking for. From there: quick ideation and concepts grounded in UX principles, presented, then iterated — adapting to technical setbacks and shifting business asks without losing the thread.
(D) FEATURE — ORDER STATUS
Less searching, more finding.
The legacy experience made search the front door: partners had to work through an advanced-search form before seeing a single order. I inverted that model. The redesigned Order Manage surfaces every order from the moment you arrive, and search is reserved for what it’s actually good at — tracking down one specific order. A new set of filtering mechanisms, from date ranges and product type to quantity status and contract call-offs, lets partners narrow hundreds of orders to exactly the slice they need. Research kept confirming the same behavior: partners come looking for specific products and open orders, so those became the shortest paths in the experience.
( BEFORE ) LEGACY ADVANCED SEARCH
( AFTER ) REDESIGNED ORDER MANAGE
(E) FEATURE — CLAIMS & RETURNS
Ambiguity out, defined steps in.
The legacy claims page offered four ambiguous entry points and little sense of what came next — partners started a claim without knowing what information they’d need or how far along they were. The redesign replaces that with a guided five-step flow that shows every step up front: select a reason, find products, enter quantities, add details, review and submit. I deliberately kept claims and returns nearly 1:1 — the flows diverge only where reason codes demand it — so learning one meant knowing the other. Transparency, paired with an open layout that keeps each step focused, is what finally made the process feel navigable.
( BEFORE ) LEGACY START A NEW CLAIM
( AFTER ) REDESIGNED CLAIM REQUEST FLOW
(F) FEATURE — ORDER DETAILS
A page that mirrors the order lifecycle.
Order Details is where partners land when something specific matters — a tracking number, a delivery date, the size run on a shipment. The legacy page buried all of it in one dense wall of tables. The redesign organizes the page around the life of an order instead: tabs divide content by stage, from remaining open through cancelled to shipped, and each stage carries a clear hierarchy so the relevant details surface first. User research kept pointing at the same few items — tracking numbers and delivery dates above all — so they now sit where a partner’s eye lands, not where the data model happened to put them.
( BEFORE ) LEGACY ORDER DETAILS
( AFTER ) REDESIGNED ORDER DETAILS
(G) THE LAST PROJECT — AI CHATBOT
Closing out the tenure by designing the future of .net.
The project I’m proudest of from my time at Nike is the .net AI chatbot — taken from research through design handoff. It points at where the platform is heading, and it’s the work I’d love to walk you through in person.
FULL AI CHATBOT DEEP-DIVE — AVAILABLE ON REQUEST ✦
NEXT PROJECT (03)