POS Health Monitor
An internal sales performance tool for a multi-channel cosmetics retailer operating in Thailand and Myanmar
- Role
- Product Designer
- Timeline
- 4-week sprint
- Scope
- OnboardingOverviewSidebar Labels
- Status
- Shipped
Thar Ki Co · Contract · 2026
Thar Ki Co operates 247 points of sale across Thailand and Myanmar, spanning owned stores, consignment partners, and online channels. The client briefed it as a churn dashboard redesign. The first call clarified the users were head-office ops staff tracking sales performance, not a customer success team tracking accounts.
Scope covered onboarding, the overview, and sidebar labels. Other product screens and the underlying information architecture remained unchanged.
The client reported the following changes in the first three months after launch.
Setup completion
45% → 70%
New hires reach a usable dashboard
instead of getting stuck in setup.
Time to first data view
12 → 4 min
Less time hunting through empty panels, more time reading the business.
Support tickets
-35%
Setup confusion stopped clogging the team's queue.
Daily usage
35% → 55%
The dashboard became part of the team's morning, not a tool they avoided.
The brief described a churn dashboard. The product wasn't one.
The client came in asking for a redesign of a "churn dashboard" they'd built internally. The first call clarified something different: the users were head-office retail operations staff monitoring 247 points of sale across different channels.
The existing product was built on customer-success conventions. The users needed retail operations language. I raised this on the kickoff, proposed reframing the onboarding and overview around retail, and the client approved the direction before design started.
Head-office retail operations staff, on desktop, alongside email and spreadsheets.
They open it in the morning to see which stores and channels need attention, and again after exec meetings to check numbers. It's a required tool. Every new hire on the ops team starts here.
The product was landing users on a data-heavy dashboard without data. It felt incomplete, not powerful. The redesign needed to make onboarding its own experience, not a banner on top of an empty overview.
Empty states that teach users to expect nothing
A new user lands on six empty panels, each saying "No data yet." None explain what filling them will unlock. A screen that reads as "nothing is here" teaches the user to expect the same tomorrow.
Setup buried in noise
The first-time user has one job: connect their POS system. But that job shows up as one option among eight, competing with churn cards, revenue panels, and an empty AI sidebar. Setup gets lost in the crowd.
Ambiguity at the first decision
Four buttons compete on the same screen. Ambiguity at step one isn't fatal for a required internal tool the way it would be for a SaaS evaluator, but it adds friction to every onboarding.
One screen was doing two jobs.
I split them.
Onboarding became a three-step flow with a clear end.
The overview became a dashboard built for people who already know their business.
The existing product didn't have an onboarding flow. Setup prompts were layered on top of an empty dashboard. The redesign broke setup into three steps, each doing one thing.
Step 1 — Connect
Named integrations and a visible time estimate reduce the anxiety of starting.
Step 2 — Import
Live progress with specific counts ("24 stores detected") shows the system is reading the business, not spinning.
Step 3 — Configure
The client mentioned different employees watch different data, so the Configure step lets users shape what they track from day one, with everything adjustable later in Settings.
The onboarding language and feature cards are written for someone learning the tool from scratch, not just head-office staff who already know it. The team plans to expand the tool beyond head office to consignment partners and other groups, so the onboarding teaches the product without assuming familiarity. It shipped for current users without needing rework when new ones arrive.
The overview answers a single question the head-office team asks every morning:
where does my attention go today? Four decisions shaped it.
Four metrics at the top, mirroring the old labels
The old product surfaced Portfolio Health Score, Churn Rate, Revenue at Risk, At Risk Accounts. The new set preserves that shape (Overall Health, POS Attrition, Sales at Risk, POS Monitored) so existing users keep their muscle memory while the language shifts to retail.
A channel heatmap that compares performance across store types over six weeks
The business runs across five channel types (Owned, Consignment, Sellers, Online, Marketplace) and the morning question is usually "which channel is trending which way?" A grid with six weeks per channel answers that in one look, with a 6-week delta column confirming direction. Three separate line charts would have needed three glances. The heatmap needs one.
An Attention Queue sorted by lowest score first
The first thing a head-office lead needs to know is which specific stores are in trouble right now. Lowest scores sit at the top. Each row names the store, channel type, score, 30-day delta, and ARR, so triage happens in the time it takes to scan five rows.
An AI Insights panel structured around specific findings, not a blank chat
The client wanted an AI chat. I proposed a structured panel instead: surfaced insights with specific stores and numbers, starter prompts for common questions, and free-text input for anything else. A blank chat asks users to know what to ask. This shows them what's worth asking first.
One thing grew during review
During a review round, the client asked me to rename the sidebar (Health Scores, Risk Signals, Playbooks) to match the retail framing. I proposed the new labels as shown. The underlying pages stayed out of scope and are shown as "Soon." The rename was small but signaled where the rest of the product was heading.
The client is building out the remaining pages against the new sidebar framing. Future phases were discussed but not scoped during this engagement.