Commerce Systems
Brod & Taylor
A commerce systems engagement that paired conversion-oriented product architecture with a CRM-backed returns workflow and internal enablement so the team could manage operations with confidence.
Tech Stack
Overview
Brod & Taylor needed a polished product page that could convert shoppers and a smoother operational process for returns and support. The work connected customer-facing commerce UX with behind-the-scenes workflow architecture.
Challenge
The project needed to improve purchase confidence while reducing support friction. That meant refining the page experience and creating a workflow the internal team could actually maintain.
Approach
I structured the WordPress product page around performance and conversion, then delivered a CRM-backed RMA workflow. Training completed the handoff so the team could manage the system without ongoing dependency.
Architecture Work
- Designed a conversion-minded WordPress product page.
- Improved product information architecture and shopper clarity.
- Delivered a CRM-backed RMA workflow.
- Trained staff to operate the new tools independently.
Business Impact
- Supported stronger purchase intent through clearer product UX.
- Reduced friction in support and returns operations.
- Gave the internal team ownership of day-to-day management.
Engineering Signal
- Sees beyond the page into the operational workflow around it.
- Can move between customer experience and internal tooling.
- Strong at practical handoff and enabling non-technical teams.