E-Commerce

Improving Enterprise Buying Experiences

TL;DR

Redesigned Tremco’s Salesforce B2B commerce experience to reduce reliance on sales reps for routine ordering and enable customer self-service.

Results:

  • $9M revenue in the first month

  • 40% of customers logged in during the first week

  • 4.7% year-over-year revenue increase

My Role

Senior Product Designer at Merkle (Salesforce practice)

Worked end-to-end across discovery, UX, visual design, and handoff on a cross-functional team (PM, engineering, Salesforce architect, client stakeholders).

The Problem

  • Customers had to call sales reps for routine reorders

  • The existing e-commerce site was outdated and rarely used

  • Sales teams were overloaded with transactional work

Goal: Shift routine buying online without sacrificing trust or usability.

What I Designed

  • Self-service reordering and account management

  • Guided selling and quoting tools

  • Flexible product detail templates for complex B2B products

  • A scalable design system aligned with Salesforce constraints

Key Decision

Rather than launching with a fully configurable product detail page, we prioritized the reorder flow to address the most common customer need and accelerate adoption.

Why It Worked

  • Solved the highest-frequency user problem first

  • Reduced sales team workload quickly

  • Created a foundation for future product expansion

What I Learned

Designing within Salesforce required tight collaboration with engineering. I worked closely with the Salesforce architect and earned two Salesforce certifications, which helped me design more feasible solutions and reduce friction across teams.