Technical delivery · Employer work, name withheld
Listening to the person who uses it
Three requests at 8:25 AM. Two live that morning, one answered honestly.
- Employer
- A holistic wellness brand, name withheld
- Role
- Creative Director
- Scope
- Store header, account menu, phone order workflow and guide
- Status
- Live since November 4, 2026
The person who takes the phone and practitioner orders at a holistic wellness brand uses the store all day, so small frictions there cost the most. One morning the customer support lead sent three requests from daily use: a way to log out, a cart icon instead of a bag, and a way to stop typing a customer's card on every phone order. I treated all three as real work, shipped the first two the same morning, and answered the third with a better workflow instead of a setting the platform does not have.
Work by Will Mosley as Creative Director at a holistic wellness brand, during his employment. The employer's name is withheld; the work is shown as an individual contribution as an employee.
01
Start with the person at the desk.
The store's custom header had no way to sign out, which matters when staff and practitioners share a computer. The cart showed as a bag, which the customer support lead asked to change for clarity. And every phone order meant typing the customer's card again, and again after changing the shipping address on an order sent straight to a patient. None of these would show up in a design review. All of them showed up in daily use.
02
Do the small things the same morning.
The bag became a shopping cart, drawn to match the other icons in the header so it read as part of the set, not a patch. A Log out link went into the header that appears only when someone is signed in, beside the menu on desktop and beside the icons on phones. Both were live the same morning, checked on desktop and phone, and the live theme was pulled back and compared to the files to confirm it matched.
03
Then turn the fix into the standard pattern.
By that afternoon the Log out link had grown into an account icon that opens a menu, the pattern people expect from a store. Signed in, it greets the person and lists Orders, Profile and addresses, and the practitioner portal, with Log out set apart under a divider, and a small dot on the icon shows the signed-in state. Signed out, it offers sign in, wholesale log in, and the wholesale application. It opens on a click, closes on Escape or a click outside, and opens full width on phones. Real use found one bug the same day, an Orders link that did not go through, and it was fixed that day.
04
Answer the hard one honestly.
The platform does not let staff store a card typed into the admin, so the honest answer was not a switch to flip. Practitioners are wholesale accounts, so each one can save a card once, at checkout or in their account, and staff can then choose that saved card on every phone order, including orders shipped to a patient. Until a card is saved, two habits stop the double entry: take payment last, and keep the practitioner, not the patient, as the billing address. I wrote it up as a one page guide for the desk and a ready note to send practitioners.
Up close
Small requests are where trust comes from.
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