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 retail partners worldwide, from single-storefront shops to corporations running hundreds. 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 run their business on it.
(B) GOALS
Same flows, wildly different users.
Partners don’t look alike. A shop placing a dozen units and a national chain managing hundreds of storefronts move through the same order flows, so every decision started from that spread. Placing and tracking an order had to feel obvious at both extremes, without forking into two separate products.
My role sat where business needs and partner requests collided. Turning that mix into something shippable was on me, which kept me close to engineering the whole way through. Feasibility got pressure-tested early, files stayed implementation-ready, and the work moved at the pace of a platform shipping continuously to partners who were mid-workday.
(C) PROCESS
Business goals in, shipped outcomes out, on quick turnarounds.
Every intake started with the PM laying out business goals and what partners were asking for. Then quick ideation. Concepts grounded in UX principles, presented and iterated through 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. The redesign surfaces every order the moment you arrive, and search goes back to what it’s good at, which is tracking down one specific order. Filtering does the rest, from date ranges and product type through quantity status and contract call-offs, letting partners narrow hundreds of orders to the exact slice they need. Research kept confirming the same behavior. Partners arrive looking for specific products and open orders, so those became the shortest paths.
( BEFORE ) LEGACY ADVANCED SEARCH
( AFTER ) REDESIGNED ORDER MANAGE
(E) FEATURE — CLAIMS & RETURNS
Ambiguity out, defined steps in.
The legacy claims page gave partners four ambiguous entry points and no sense of what came next. They started a claim without knowing what information they’d need or how far along they were. The redesign is a guided five-step flow that shows every step up front: select a reason, find products, enter quantities, add details, review and submit. Claims and returns stayed nearly 1:1. They diverge only where reason codes force it, so learning one meant knowing the other. That transparency, plus a layout that keeps each step focused, is what made the process 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. One dense wall of tables. The redesign follows the life of an order instead. Tabs split content by stage, from remaining open through cancelled to shipped, and each stage carries a hierarchy that surfaces the details that matter first. Research kept naming the same two things, tracking numbers and delivery dates, so those now sit where a partner’s eye lands.
( 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 work I’m proudest of at Nike is the .net AI chatbot. I took it from research through design handoff. It points at where the platform is heading, and it’s what I’d most like to walk you through in person.
FULL AI CHATBOT DEEP-DIVE — AVAILABLE ON REQUEST ✦
NEXT PROJECT (03)