B2B Tooling Workflow Design Collaboration Documentation
The Context
Retailer tooling lacked clear documentation, scalable workflows, and efficient moderation capabilities. Teams relied on fragmented knowledge and live environments to understand existing functionality, slowing collaboration and feature development.
The challenge was to improve clarity, scalability and usability across global retailer workflows while introducing new moderation capabilities for customer-generated content.
The Process
Master Files Documentation
As part of the Master Files initiative, our team created a single source of truth for the ecommerce platform by documenting and recreating key screens, flows and interactions.
I was responsible for two of the platform’s most operationally complex tools;
Promotion UI - retailer promotions and discount configuration
Moderation UI - management of customer-generated reviews
This involved:
mapping user flows and edge cases
documenting functionality and system behaviours
recreating legacy workflows
identifying inconsistencies in patterns, terminology, and content
creating scalable documentation for cross-functional teams
The resulting documentation reduced reliance on fragmented knowledge and helped teams understand workflows without accessing live environments.
Image Moderation Workflow
Alongside the documentation work, I contributed to a new image moderation workflow for retailer reviews, driven by growing retailer demand.
Working with retailers, product managers, and engineers, we reviewed existing moderation journeys, validated pain points and refined proposed workflows through feedback sessions and team design reviews.
The solution was evaluated across:
user and retailer needs
technical feasibility
accessibility and design system alignment
scalability across international retailers
Through multiple iterations, we developed a moderation workflow that balanced operational efficiency with retailer flexibility.
Master Files Documentation
I delivered a high-fidelity documentation system for Promotion UI and Moderation UI, containing 50+ screens, workflows and interaction states.
I continued to maintain the documentation by:
releasing updates to stakeholders
incorporating new features and workflows
ensuring alignment between documented and live experiences
This improved collaboration across teams and provided a reliable foundation for future feature development by providing accurate starting points for workflows, edge cases, and existing UI behaviours.
The audit also informed a wider review of content standards and terminology across retailer tooling, helping create a more consistent experience for retailers across the platform.
Image Moderation Workflow
We designed a scalable workflow that allowed retailers to:
moderate individual images
perform bulk approval and rejection actions
manage moderation statuses
handle mixed moderation outcomes
The solution progressed through UX, product, engineering, and retailer review and was approved by stakeholders for implementation.
The project also opened wider discussions around repeat offender handling, customer restriction workflows, and future moderation capabilities.
