Enterprise
Improving enterprise buying experiences
Redesigned Tremco’s Salesforce B2B commerce experience to reduce reliance on sales reps for routine ordering and enable customer self-service.
Role
Product Designer
Company
Merkle
Client
Tremco
Platform
Salesforce B2B Commerce
Metrics
Reduced reliance on sales reps for transactional support
New quoting tools, guided selling features, and account management capabilities created a more efficient experience for both customers and sales agents
Scalable design system and platform foundations for future product growth
40%
customers logged in during the first week
$9M
revenue in the first month
4.7%
year-over-year revenue increase
Goals
Replace manual ordering processes with intuitive self-service functionality
Reduce sales team support burden and shift focus to higher-value customer engagement
Enable customers to manage accounts, reorders, shipments, and quotes independently
Unify marketing, product, and transactional data into a single commerce experience
Create scalable systems and design foundations for future growth
Challenge
Tremco’s legacy storefront offered limited and unintuitive self-service options, causing customers to rely heavily on sales reps for routine transactions. This dependency led to higher support costs and prevented the sales team from focusing on more strategic activities. Tremco needed a digital commerce experience that was customer-friendly, scalable, and integrated with their broader tech stack.
Design Process
Discovery & Strategy
Conducted discovery interviews with 3 Tremco stakeholders to understand customer pain points and business goals
Worked closely with Salesforce and inriver experts to align on data structure and platform limitations
Defined foundational use cases across customer types and mapped key workflows (ordering, approvals, quoting)
UX & Interaction Design
Created wireframes for homepage, product detail pages, account management, and guided selling tools
Designed four flexible product detail templates to support Tremco’s different product types, including sample and configurable variants
Designed flows for order approvals, shipment tracking, reordering, user management, and special pricing requests
Developed interaction patterns for sales agent quoting and guided selling functionality
Visual Design & Developer Handoff
Led UI design and visual direction using a modular, scalable system
Designed for real-time pricing, product availability, and enriched product data
Integrated inriver product content to support richer decision-making at the product level
Provided responsive UI specs and documentation for development handoff
Presented designs to clients, incorporated feedback, and ensured alignment across teams
Outcomes
Led an end-to-end transformation to deliver a modern B2B commerce experience in six weeks through close collaboration with design, engineering, and business teams.
Designed reusable, scalable patterns within platform constraints to support real-time data, complex products, and flexible content structures.
Balanced customer self-service with sales team support through new quoting, guided selling, and account management capabilities.
Enabled a more efficient and scalable experience, resulting in 40% of customers logging in during the first week and $9M in revenue in the first month.
Drove measurable business impact with a 4.7% year-over-year revenue increase and a strong foundation for future product growth.
