Valeria Muñoz

Pizza Hut - Store Management System

SHORTER

When Pizza Hut sunset its legacy store management platform, the U.S. business needed a new operational experience without disrupting day-to-day restaurant operations.

Working within an aggressive timeline, I designed foundational workflows that enabled franchise operators to manage store availability, fulfillment, inventory, notifications, and operational controls while extending Maverick, Pizza Hut International's existing design system, with new patterns for U.S. operations.

Impact

6,800+ stores supported

Timeline

2024 - 2026

Role

Senior Product Designer

PROJECT OVERVIEW

Building the Operational Backbone for 6,800+ Pizza Hut Restaurants

As Pizza Hut prepared to sunset its legacy store management platform, Quikorder, the U.S. business needed a new operational system capable of supporting thousands of franchise locations.

Working within aggressive timelines, I designed Store Admin, the operational internal tool that allowed stores to adapt to changing business conditions while extending Maverick, the design system used by Pizza 6,800+ stores supportedHut International.

My Role

Instead of recreating the legacy experience screen-for-screen, I partnered across Product, Engineering, and Operations to build a new Store Admin experience using the Maverick design system as foundation.

Incident Management - Before

PROJECT OVERVIEW

Building the Operational Backbone for 6,800+ Pizza Hut Restaurants

As Pizza Hut prepared to sunset its legacy store management platform, Quikorder, the U.S. business needed a new operational system capable of supporting thousands of franchise locations.

My Role

Deals Page - Before

PROJECT OVERVIEW

Building the Operational Backbone for 6,800+ Pizza Hut Restaurants

As Pizza Hut prepared to sunset its legacy store management platform, Quikorder, the U.S. business needed a new operational system capable of supporting thousands of franchise locations.

My Role

Deals Page - Before

PROJECT OVERVIEW

Building the Operational Backbone for 6,800+ Pizza Hut Restaurants

As Pizza Hut prepared to sunset its legacy store management platform, Quikorder, the U.S. business needed a new operational system capable of supporting thousands of franchise locations.

My Role

Incident Management - Before

APPROACH & USER RESEARCH

Designing for operational reality.

Operations Are Messy

Restaurants constantly adjust to staffing shortages, promotions, inventory constraints, and local conditions.

APPROACH & USER RESEARCH

Designing for operational reality.

Heuristic Evaluations

Operations Are Messy

Restaurants constantly adjust to staffing shortages, promotions, inventory constraints, and local conditions.

Usability Studies

Edge cases are the product in operations

Split hours, temporary closures, neighborhood delivery restrictions, and payment limitations weren't exceptions, they were everyday operational needs.

CRO & Behavioral Analytics

Visibility Creates Confidence

Managers needed to quickly understand what changed, who changed it, and whether action was required.

Everything competes equally for attention.

Pricing lacks hierarchy; no anchor for value comparison

Promotions blended together visually

Deals Page

What’s included?

How does this deal compare to others?

Deal Builder

Comparing deals required memory

Users had to open each builder to understand what’s included

APPROACH & USER RESEARCH

Designing for operational reality.

Heuristic Evaluations

Operations Are Messy

Restaurants constantly adjust to staffing shortages, promotions, inventory constraints, and local conditions.

Usability Studies

Edge cases are the product in operations

Split hours, temporary closures, neighborhood delivery restrictions, and payment limitations weren't exceptions, they were everyday operational needs.

CRO & Behavioral Analytics

Visibility Creates Confidence

Managers needed to quickly understand what changed, who changed it, and whether action was required.

Everything competes equally for attention.

Pricing lacks hierarchy; no anchor for value comparison

Promotions blended together visually

Deals Page

What’s included?

Back and forth
repeatedly

Customer taps to open deal

How does this deal compare to others?

Deal Builder

Comparing deals required memory

Users had to open each builder to understand what’s included

THE CHALLENGE

Balance speed, flexibility, and consistency.

The project presented three competing constraints:

Replace a business-critical legacy platform without disrupting thousands of stores.
Deliver quickly by leveraging Maverick while expanding it to support entirely new operational workflows.
Build enough flexibility to handle real-world operational complexity without making everyday tasks harder.

This meant solving for dozens of interconnected workflows that all needed to feel like one cohesive product.

Research Findings

THE CHALLENGE

Balance speed, flexibility, and consistency.

The project presented three competing constraints:

Replace a business-critical legacy platform without disrupting thousands of stores.
Deliver quickly by leveraging Maverick while expanding it to support entirely new operational workflows.
Build enough flexibility to handle real-world operational complexity without making everyday tasks harder.

This meant solving for dozens of interconnected workflows that all needed to feel like one cohesive product.

Bento Box

Carousel Prominence

Deal Propensity + Merchandising

THE CHALLENGE

Balance speed, flexibility, and consistency.

The project presented three competing constraints:

Replace a business-critical legacy platform without disrupting thousands of stores.
Deliver quickly by leveraging Maverick while expanding it to support entirely new operational workflows.
Build enough flexibility to handle real-world operational complexity without making everyday tasks harder.

This meant solving for dozens of interconnected workflows that all needed to feel like one cohesive product.

Bento Box

Carousel Prominence

Deal Propensity + Merchandising

THE CHALLENGE

Balance speed, flexibility, and consistency.

The project presented three competing constraints:

Replace a business-critical legacy platform without disrupting thousands of stores.
Deliver quickly by leveraging Maverick while expanding it to support entirely new operational workflows.
Build enough flexibility to handle real-world operational complexity without making everyday tasks harder.

This meant solving for dozens of interconnected workflows that all needed to feel like one cohesive product.

Research Findings

Project Overview

Approach & Research

Challenge

Execution

Results

Reflection

THE PIVOT

I stopped designing features and started designing operational systems.

As new requests continued to come in from franchisees and store operators, it became clear these weren't isolated problems.

They all represented different ways operators needed to control their business.

Instead of creating one-off solutions, I identified reusable interaction patterns that could scale across the platform.

—-> example of the notification hub? we were taking one scenario one by one and just redesigning it under maverick, realized i can use the patterns and leverage but make better

New Design Framework

THE PIVOT

I stopped designing features and started designing operational systems.

As new requests continued to come in from franchisees and store operators, it became clear these weren't isolated problems.

They all represented different ways operators needed to control their business.

Instead of creating one-off solutions, I identified reusable interaction patterns that could scale across the platform.

—-> example of the notification hub? we were taking one scenario one by one and just redesigning it under maverick, realized i can use the patterns and leverage but make better

————

These became the foundation for:

Availability Management
Fulfillment Controls
Notification & Audit Patterns
Restriction Frameworks
Bulk Actions
Operational Status Patterns

The result was a more scalable product and a stronger Maverick design system.

—-

To support the U.S. market, I explored multiple approaches for features that didn't exist in the existing design system, balancing real-life complexity with ease of use.

Availability Management

I explored different models for managing store hours, including split schedules, temporary closures, recurring exceptions, and future changes to better support day-to-day operations.

Restriction Management

Stores had limited control over delivery zones, payment methods, and third-party aggregators. I designed a flexible framework that gave operators more control while keeping management centralized and scalable.

Centralized Notification Management

Critical notifications was spread across multiple systems and workflows. I explored several iterations of a centralized notification hub that brought together stock alerts, operational updates, and scheduled changes into a single view.

This exploration expanded Store Admin from a configuration tool into a more flexible platform for managing store operations.

THE PIVOT

I stopped designing features and started designing operational systems.

As new requests continued to come in from franchisees and store operators, it became clear these weren't isolated problems.

They all represented different ways operators needed to control their business.

Instead of creating one-off solutions, I identified reusable interaction patterns that could scale across the platform.

—-> example of the notification hub? we were taking one scenario one by one and just redesigning it under maverick, realized i can use the patterns and leverage but make better

New Design Framework

EXECUTION

Phase 1: Foundation

Testing Operational Edge Cases

Design decisions were tested with franchisees, store managers, and restaurant employees in realistic scenarios.
Execution

—-

Rather than walking through every feature chronologically, I'd make this section a gallery of hero systems, each with a concise story and visual.

CAROUSEL

—

Show clear progress and what's happening

DoN'T

Avoid indefinite waiting

Operational Flexibility

Store Availability

Designed a flexible scheduling framework supporting adjusted hours, temporary closures, split-hour operations, and recurring exceptions without increasing operational complexity.

Fulfillment Controls

Delivery Restrictions & Aggregator Management

Designed new operational controls allowing stores to temporarily restrict deliveries by address, street, or neighborhood, manage third-party aggregators, and adjust payment methods based on staffing, safety, or business conditions.

Visual: Delivery restriction map + toggles

Operational Awareness

Centralized Notification Hub

Replaced fragmented alerts with a unified operational hub, helping managers quickly identify critical updates while introducing audit history to improve transparency and trust.

Visual: Notification center + change history

Spotlight: Future Ordering Controls

During the $2 Personal Pan Pizza promotion, stores began receiving overwhelming volumes of future orders before shifts had even started.

Working closely with Operations, I designed controls that allowed managers to quickly disable or limit future ordering, giving stores the flexibility to protect capacity without shutting down online ordering entirely.

Placeholder metrics

↓ 42% fulfillment-related support requests
5,800+ stores adopted the control
↓ 18% guest wait times during promotion
+23% operator satisfaction

This became one of the clearest examples of how thoughtful operational tooling can directly support business performance.

Visual: Before/after timeline + future ordering controls

Design System Contributions

Throughout the project, I extended Maverick with reusable operational patterns that continue supporting future Store Admin capabilities.

Patterns introduced included:

Availability
Restrictions
Bulk Actions
Notifications
Audit History
Operational Status

Visual: Pattern library cards

Deliver the right help, in the flow

DoN'T

Avoid context switching

Operational Flexibility

Store Availability

Designed a flexible scheduling framework supporting adjusted hours, temporary closures, split-hour operations, and recurring exceptions without increasing operational complexity.

Fulfillment Controls

Delivery Restrictions & Aggregator Management

Visual: Delivery restriction map + toggles

Operational Awareness

Centralized Notification Hub

Replaced fragmented alerts with a unified operational hub, helping managers quickly identify critical updates while introducing audit history to improve transparency and trust.

Visual: Notification center + change history

Spotlight: Future Ordering Controls

During the $2 Personal Pan Pizza promotion, stores began receiving overwhelming volumes of future orders before shifts had even started.

Placeholder metrics

↓ 42% fulfillment-related support requests
5,800+ stores adopted the control
↓ 18% guest wait times during promotion
+23% operator satisfaction

This became one of the clearest examples of how thoughtful operational tooling can directly support business performance.

Visual: Before/after timeline + future ordering controls

Design System Contributions

Throughout the project, I extended Maverick with reusable operational patterns that continue supporting future Store Admin capabilities.

Patterns introduced included:

Availability
Restrictions
Bulk Actions
Notifications
Audit History
Operational Status

Visual: Pattern library cards

Provide relevant, transparent guidance

DoN'T

Avoid generic, low-value suggestions

Testing Operational Edge Cases

Design decisions were tested with franchisees, store managers, and restaurant employees in realistic scenarios.

High-demand promotions
- How can we protect store capacity?
Lunch break closures
- How can we support split-hour stores?
Crime-related delivery restrictions
- How can we block specific areas?
Aggregator outages
- How can we quickly pause or resume?

Hero story (Future Ordering During a Promotion Surge

During the $2 Personal Pan Pizza promotion, stores began receiving unusually high volumes of future orders before shifts had even started.

Operators had limited ability to control incoming demand.

The Risk

Overwhelmed kitchens
Longer wait times
Poor guest experiences
Operational burnout

The Solution

Designed Future Ordering Controls that allowed operators to:

Enable or disable future ordering
Limit order volume
Protect store capacity

Impact

(Placeholder)

5,800+ stores used controls
40% reduction in fulfillment complaints
18% faster service times during promotion periods

Final Design System Contributions

A cohesive set of operational systems that work together to help operators run their business.

Availability Management

Manage operating hours, closures, and scheduling exceptions from a single workflow.

Restriction Management

Control where and how orders are fulfilled based on local business needs.

Aggregator Management

Pause, resume, and monitor third-party ordering channels without support intervention.

Payment Controls

Enable or disable accepted payment methods at the store level as business conditions change.

Inventory Management

Monitor inventory health and quickly identify products that require attention.

Pass context and history to the agent

DoN'T

Avoid starting over

Pass context and history to the agent

DoN'T

Avoid starting over

EXECUTION

Phase 1: Foundation

Testing Operational Edge Cases

Design decisions were tested with franchisees, store managers, and restaurant employees in realistic scenarios.
Execution

—-

Rather than walking through every feature chronologically, I'd make this section a gallery of hero systems, each with a concise story and visual.

CAROUSEL

—

Operational Flexibility

Store Availability

Designed a flexible scheduling framework supporting adjusted hours, temporary closures, split-hour operations, and recurring exceptions without increasing operational complexity.

Fulfillment Controls

Delivery Restrictions & Aggregator Management

Visual: Delivery restriction map + toggles

Operational Awareness

Centralized Notification Hub

Replaced fragmented alerts with a unified operational hub, helping managers quickly identify critical updates while introducing audit history to improve transparency and trust.

Visual: Notification center + change history

Spotlight: Future Ordering Controls

During the $2 Personal Pan Pizza promotion, stores began receiving overwhelming volumes of future orders before shifts had even started.

Placeholder metrics

↓ 42% fulfillment-related support requests
5,800+ stores adopted the control
↓ 18% guest wait times during promotion
+23% operator satisfaction

This became one of the clearest examples of how thoughtful operational tooling can directly support business performance.

Visual: Before/after timeline + future ordering controls

Design System Contributions

Throughout the project, I extended Maverick with reusable operational patterns that continue supporting future Store Admin capabilities.

Patterns introduced included:

Availability
Restrictions
Bulk Actions
Notifications
Audit History
Operational Status

Visual: Pattern library cards

Testing Operational Edge Cases

Design decisions were tested with franchisees, store managers, and restaurant employees in realistic scenarios.

High-demand promotions
- How can we protect store capacity?
Lunch break closures
- How can we support split-hour stores?
Crime-related delivery restrictions
- How can we block specific areas?
Aggregator outages
- How can we quickly pause or resume?

Hero story (Future Ordering During a Promotion Surge

During the $2 Personal Pan Pizza promotion, stores began receiving unusually high volumes of future orders before shifts had even started.

Operators had limited ability to control incoming demand.

The Risk

Overwhelmed kitchens
Longer wait times
Poor guest experiences
Operational burnout

The Solution

Designed Future Ordering Controls that allowed operators to:

Enable or disable future ordering
Limit order volume
Protect store capacity

Impact

(Placeholder)

5,800+ stores used controls
40% reduction in fulfillment complaints
18% faster service times during promotion periods

Final Design System Contributions

A cohesive set of operational systems that work together to help operators run their business.

Availability Management

Manage operating hours, closures, and scheduling exceptions from a single workflow.

Restriction Management

Control where and how orders are fulfilled based on local business needs.

Aggregator Management

Pause, resume, and monitor third-party ordering channels without support intervention.

Payment Controls

Enable or disable accepted payment methods at the store level as business conditions change.

Inventory Management

Monitor inventory health and quickly identify products that require attention.

Winning Variant

Featured-first hierarchy

Prioritized high-value offers with clearer hierarchy and deal summaries to improve first-glance comprehension.

Discovery-led browsing

Prioritized horizontal exploration and exploratory interaction patterns.

High-density comparison

Increased browsing breadth through a denser scanning (double column) layout.

Hybrid discovery system

Combined carousel exploration with higher-density browsing behavior.

EXECUTION

Phase 1: Foundation

Testing Operational Edge Cases

Design decisions were tested with franchisees, store managers, and restaurant employees in realistic scenarios.
Execution

—-

Rather than walking through every feature chronologically, I'd make this section a gallery of hero systems, each with a concise story and visual.

CAROUSEL

—

Show clear progress and what's happening

DoN'T

Avoid indefinite waiting

Operational Flexibility

Store Availability

Designed a flexible scheduling framework supporting adjusted hours, temporary closures, split-hour operations, and recurring exceptions without increasing operational complexity.

Fulfillment Controls

Delivery Restrictions & Aggregator Management

Visual: Delivery restriction map + toggles

Operational Awareness

Centralized Notification Hub

Replaced fragmented alerts with a unified operational hub, helping managers quickly identify critical updates while introducing audit history to improve transparency and trust.

Visual: Notification center + change history

Spotlight: Future Ordering Controls

During the $2 Personal Pan Pizza promotion, stores began receiving overwhelming volumes of future orders before shifts had even started.

Placeholder metrics

↓ 42% fulfillment-related support requests
5,800+ stores adopted the control
↓ 18% guest wait times during promotion
+23% operator satisfaction

This became one of the clearest examples of how thoughtful operational tooling can directly support business performance.

Visual: Before/after timeline + future ordering controls

Design System Contributions

Throughout the project, I extended Maverick with reusable operational patterns that continue supporting future Store Admin capabilities.

Patterns introduced included:

Availability
Restrictions
Bulk Actions
Notifications
Audit History
Operational Status

Visual: Pattern library cards

Deliver the right help, in the flow

DoN'T

Avoid context switching

Operational Flexibility

Store Availability

Designed a flexible scheduling framework supporting adjusted hours, temporary closures, split-hour operations, and recurring exceptions without increasing operational complexity.

Fulfillment Controls

Delivery Restrictions & Aggregator Management

Visual: Delivery restriction map + toggles

Operational Awareness

Centralized Notification Hub

Replaced fragmented alerts with a unified operational hub, helping managers quickly identify critical updates while introducing audit history to improve transparency and trust.

Visual: Notification center + change history

Spotlight: Future Ordering Controls

During the $2 Personal Pan Pizza promotion, stores began receiving overwhelming volumes of future orders before shifts had even started.

Placeholder metrics

↓ 42% fulfillment-related support requests
5,800+ stores adopted the control
↓ 18% guest wait times during promotion
+23% operator satisfaction

This became one of the clearest examples of how thoughtful operational tooling can directly support business performance.

Visual: Before/after timeline + future ordering controls

Design System Contributions

Throughout the project, I extended Maverick with reusable operational patterns that continue supporting future Store Admin capabilities.

Patterns introduced included:

Availability
Restrictions
Bulk Actions
Notifications
Audit History
Operational Status

Visual: Pattern library cards

Provide relevant, transparent guidance

DoN'T

Avoid generic, low-value suggestions

Testing Operational Edge Cases

Design decisions were tested with franchisees, store managers, and restaurant employees in realistic scenarios.

High-demand promotions
- How can we protect store capacity?
Lunch break closures
- How can we support split-hour stores?
Crime-related delivery restrictions
- How can we block specific areas?
Aggregator outages
- How can we quickly pause or resume?

Hero story (Future Ordering During a Promotion Surge

During the $2 Personal Pan Pizza promotion, stores began receiving unusually high volumes of future orders before shifts had even started.

Operators had limited ability to control incoming demand.

The Risk

Overwhelmed kitchens
Longer wait times
Poor guest experiences
Operational burnout

The Solution

Designed Future Ordering Controls that allowed operators to:

Enable or disable future ordering
Limit order volume
Protect store capacity

Impact

(Placeholder)

5,800+ stores used controls
40% reduction in fulfillment complaints
18% faster service times during promotion periods

Final Design System Contributions

A cohesive set of operational systems that work together to help operators run their business.

Availability Management

Manage operating hours, closures, and scheduling exceptions from a single workflow.

Restriction Management

Control where and how orders are fulfilled based on local business needs.

Aggregator Management

Pause, resume, and monitor third-party ordering channels without support intervention.

Payment Controls

Enable or disable accepted payment methods at the store level as business conditions change.

Inventory Management

Monitor inventory health and quickly identify products that require attention.

Pass context and history to the agent

DoN'T

Avoid starting over

Pass context and history to the agent

DoN'T

Avoid starting over

RESULTS

Beyond shipping individual workflows, Store Admin established a scalable operational foundation for Pizza Hut's U.S. business.

Before

After

Business

Supported the transition of 6,800+ restaurants from a legacy platform.
Reduced operational friction during business-critical moments.

Business

Supported the transition of 6,800+ restaurants from a legacy platform.
Reduced operational friction during business-critical moments.

Business

Supported the transition of 6,800+ restaurants from a legacy platform.
Reduced operational friction during business-critical moments.

Business

Supported the transition of 6,800+ restaurants from a legacy platform.
Reduced operational friction during business-critical moments.

Business

Supported the transition of 6,800+ restaurants from a legacy platform.
Reduced operational friction during business-critical moments.

Impact beyond Phase 1

The experiment established an experimentation framework the team could build on. Each following phase introduced one new behavioral hypothesis while preserving what had already been validated.

WHAT'S NEXT

One thing this project taught me is that operational software is never truly "finished."

As franchise operations continue to evolve, Store Admin provides a flexible foundation that can support new fulfillment models, AI-assisted operational recommendations, predictive notifications, and more advanced automation without reinventing core workflows.

next: centralized hub, AI personalization

Phase 1 -> Done

Phase 3

Phase 4

Phase 5

08 REFLECTION

The best enterprise products don't eliminate complexity—they make it manageable.

THINGS I BELIEVE NOW

Design for the business, not just the interface.

The most impactful solutions came from understanding how restaurant operational decisions affect staffing, fulfillment, and guest experience - not just the screens where those decisions happened.

Build systems, not one-off features.

Recognizing shared patterns across availability, fulfillment, notifications, and operational controls allowed me to create reusable frameworks that scaled beyond individual workflows and made the Maverick design system stronger.

The best enterprise products make complexity manageable.

Operational complexity will always exist, but software can be designed to give people the clarity and confidence to make better decisions when business conditions change.

02 APPROACH & USER RESEARCH

Designing for operational reality.

Everything competes equally for attention.

Users must open each builder to understand what’s included

Pricing lacks hierarchy; no anchor for value comparison

Tap to open deal

Back and forth

repeatedly

What’s

included?

Is this actually

a better deal?

How does it compare?

Users had to open multiple builders just to answer simple questions.

Operations Are Messy

Restaurants constantly adjust to staffing shortages, promotions, inventory constraints, and local conditions.

Edge cases are the product in operations

Split hours, temporary closures, neighborhood delivery restrictions, and payment limitations weren't exceptions, they were everyday operational needs.

Visibility Creates Confidence

Managers needed to quickly understand what changed, who changed it, and whether action was required.

INITIAL HYPOTHESIS

Body

03 THE CHALLENGE

Balance speed, flexibility, and consistency.

The project presented three competing constraints:

Replace a business-critical legacy platform without disrupting thousands of stores.
Deliver quickly by leveraging Maverick while expanding it to support entirely new operational workflows.
Build enough flexibility to handle real-world operational complexity without making everyday tasks harder.

This meant solving for dozens of interconnected workflows that all needed to feel like one cohesive product.

The concepts generated excitement but not measurable learning.

Each redesign introduced too many variants to test.

Impossible to isolate what actually drives results.

THE REFRAME

Body

Large Hero

Bento

Carousel

Deal Propensity

04 THE PIVOT

I stopped designing features and started designing operational systems.

As new requests continued to come in from franchisees and store operators, it became clear these weren't isolated problems.

They all represented different ways operators needed to control their business.

Instead of creating one-off solutions, I identified reusable interaction patterns that could scale across the platform.

—-> example of the notification hub? we were taking one scenario one by one and just redesigning it under maverick, realized i can use the patterns and leverage but make better

————

These became the foundation for:

Availability Management
Fulfillment Controls
Notification & Audit Patterns
Restriction Frameworks
Bulk Actions
Operational Status Patterns

The result was a more scalable product and a stronger Maverick design system.

—-

To support the U.S. market, I explored multiple approaches for features that didn't exist in the existing design system, balancing real-life complexity with ease of use.

Availability Management

I explored different models for managing store hours, including split schedules, temporary closures, recurring exceptions, and future changes to better support day-to-day operations.

Restriction Management

Centralized Notification Management

This exploration expanded Store Admin from a configuration tool into a more flexible platform for managing store operations.

Title

05 EXECUTION

Phase 1: Foundation

Testing Operational Edge Cases

Design decisions were tested with franchisees, store managers, and restaurant employees in realistic scenarios.
Execution

—-

Rather than walking through every feature chronologically, I'd make this section a gallery of hero systems, each with a concise story and visual.

CAROUSEL

—

Winning Variant

Featured-first hierarchy

Prioritized high-value offers with clearer hierarchy and deal summaries to improve first-glance comprehension.

Discovery-led browsing

Prioritized horizontal exploration and exploratory interaction patterns.

High-density comparison

Increased browsing breadth through a denser scanning (double column) layout.

Hybrid discovery system

Combined carousel exploration with higher-density browsing behavior.

Operational Flexibility

Store Availability

Designed a flexible scheduling framework supporting adjusted hours, temporary closures, split-hour operations, and recurring exceptions without increasing operational complexity.

Fulfillment Controls

Delivery Restrictions & Aggregator Management

Visual: Delivery restriction map + toggles

Operational Awareness

Centralized Notification Hub

Replaced fragmented alerts with a unified operational hub, helping managers quickly identify critical updates while introducing audit history to improve transparency and trust.

Visual: Notification center + change history

Spotlight: Future Ordering Controls

During the $2 Personal Pan Pizza promotion, stores began receiving overwhelming volumes of future orders before shifts had even started.

Placeholder metrics

↓ 42% fulfillment-related support requests
5,800+ stores adopted the control
↓ 18% guest wait times during promotion
+23% operator satisfaction

This became one of the clearest examples of how thoughtful operational tooling can directly support business performance.

Visual: Before/after timeline + future ordering controls

Design System Contributions

Throughout the project, I extended Maverick with reusable operational patterns that continue supporting future Store Admin capabilities.

Patterns introduced included:

Availability
Restrictions
Bulk Actions
Notifications
Audit History
Operational Status

Visual: Pattern library cards

Testing Operational Edge Cases

Design decisions were tested with franchisees, store managers, and restaurant employees in realistic scenarios.

High-demand promotions
- How can we protect store capacity?
Lunch break closures
- How can we support split-hour stores?
Crime-related delivery restrictions
- How can we block specific areas?
Aggregator outages
- How can we quickly pause or resume?

Hero story (Future Ordering During a Promotion Surge

During the $2 Personal Pan Pizza promotion, stores began receiving unusually high volumes of future orders before shifts had even started.

Operators had limited ability to control incoming demand.

The Risk

Overwhelmed kitchens
Longer wait times
Poor guest experiences
Operational burnout

The Solution

Designed Future Ordering Controls that allowed operators to:

Enable or disable future ordering
Limit order volume
Protect store capacity

Impact

(Placeholder)

5,800+ stores used controls
40% reduction in fulfillment complaints
18% faster service times during promotion periods

Final Design System Contributions

A cohesive set of operational systems that work together to help operators run their business.

Availability Management

Manage operating hours, closures, and scheduling exceptions from a single workflow.

Restriction Management

Control where and how orders are fulfilled based on local business needs.

Aggregator Management

Pause, resume, and monitor third-party ordering channels without support intervention.

Payment Controls

Enable or disable accepted payment methods at the store level as business conditions change.

Inventory Management

Monitor inventory health and quickly identify products that require attention.

One thing this project taught me is that operational software is never truly "finished."

next: centralized hub, AI personalization

Winning Variant

Featured-first hierarchy

Prioritized high-value offers with clearer hierarchy and deal summaries to improve first-glance comprehension.

Discovery-led browsing

Prioritized horizontal exploration and exploratory interaction patterns.

High-density comparison

Increased browsing breadth through a denser scanning (double column) layout.

Hybrid discovery system

Combined carousel exploration with higher-density browsing behavior.

Operational Flexibility

Store Availability

Designed a flexible scheduling framework supporting adjusted hours, temporary closures, split-hour operations, and recurring exceptions without increasing operational complexity.

Fulfillment Controls

Delivery Restrictions & Aggregator Management

Visual: Delivery restriction map + toggles

Operational Awareness

Centralized Notification Hub

Replaced fragmented alerts with a unified operational hub, helping managers quickly identify critical updates while introducing audit history to improve transparency and trust.

Visual: Notification center + change history

Spotlight: Future Ordering Controls

During the $2 Personal Pan Pizza promotion, stores began receiving overwhelming volumes of future orders before shifts had even started.

Placeholder metrics

↓ 42% fulfillment-related support requests
5,800+ stores adopted the control
↓ 18% guest wait times during promotion
+23% operator satisfaction

This became one of the clearest examples of how thoughtful operational tooling can directly support business performance.

Visual: Before/after timeline + future ordering controls

Design System Contributions

Throughout the project, I extended Maverick with reusable operational patterns that continue supporting future Store Admin capabilities.

Patterns introduced included:

Availability
Restrictions
Bulk Actions
Notifications
Audit History
Operational Status

Visual: Pattern library cards

Testing Operational Edge Cases

Design decisions were tested with franchisees, store managers, and restaurant employees in realistic scenarios.

High-demand promotions
- How can we protect store capacity?
Lunch break closures
- How can we support split-hour stores?
Crime-related delivery restrictions
- How can we block specific areas?
Aggregator outages
- How can we quickly pause or resume?

Hero story (Future Ordering During a Promotion Surge

During the $2 Personal Pan Pizza promotion, stores began receiving unusually high volumes of future orders before shifts had even started.

Operators had limited ability to control incoming demand.

The Risk

Overwhelmed kitchens
Longer wait times
Poor guest experiences
Operational burnout

The Solution

Designed Future Ordering Controls that allowed operators to:

Enable or disable future ordering
Limit order volume
Protect store capacity

Impact

(Placeholder)

5,800+ stores used controls
40% reduction in fulfillment complaints
18% faster service times during promotion periods

Final Design System Contributions

A cohesive set of operational systems that work together to help operators run their business.

Availability Management

Manage operating hours, closures, and scheduling exceptions from a single workflow.

Restriction Management

Control where and how orders are fulfilled based on local business needs.

Aggregator Management

Pause, resume, and monitor third-party ordering channels without support intervention.

Payment Controls

Enable or disable accepted payment methods at the store level as business conditions change.

Inventory Management

Monitor inventory health and quickly identify products that require attention.

07 WHAT'S NEXT

Business

Supported the transition of 6,800+ restaurants from a legacy platform.
Reduced operational friction during business-critical moments.

Product

Introduced reusable operational frameworks across multiple workflows.
Expanded Maverick with new enterprise patterns.

Team

Created consistent interaction models that accelerated future feature development.
Improved collaboration between Product, Design, and Engineering through shared patterns.

Beyond shipping individual workflows, Store Admin established a scalable operational foundation for Pizza Hut's U.S. business.

06 PHASE 1 RESULTS

Title

Key Insights

The best enterprise products don't eliminate complexity—they make it manageable.

Design for the business, not just the interface.

The most impactful solutions came from understanding how restaurant operational decisions affect staffing, fulfillment, and guest experience - not just the screens where those decisions happened.

Build systems, not one-off features.

The best enterprise products make complexity manageable.

Operational complexity will always exist, but software can be designed to give people the clarity and confidence to make better decisions when business conditions change.

THINGS I BELIEVE NOW

08 REFLECTION

‹ Styllo - Agentic Wardrobe Assistant

02 APPROACH & USER RESEARCH

Designing for operational reality.

Everything competes equally for attention.

Users must open each builder to understand what’s included

Pricing lacks hierarchy; no anchor for value comparison

Tap to open deal

Back and forth

repeatedly

What’s

included?

Is this actually

a better deal?

How does it compare?

Users had to open multiple builders just to answer simple questions.

Operations Are Messy

Restaurants constantly adjust to staffing shortages, promotions, inventory constraints, and local conditions.

Edge cases are the product in operations

Split hours, temporary closures, neighborhood delivery restrictions, and payment limitations weren't exceptions, they were everyday operational needs.

Visibility Creates Confidence

Managers needed to quickly understand what changed, who changed it, and whether action was required.

INITIAL HYPOTHESIS

Body

03 THE CHALLENGE

Balance speed, flexibility, and consistency.

The project presented three competing constraints:

Replace a business-critical legacy platform without disrupting thousands of stores.
Deliver quickly by leveraging Maverick while expanding it to support entirely new operational workflows.
Build enough flexibility to handle real-world operational complexity without making everyday tasks harder.

This meant solving for dozens of interconnected workflows that all needed to feel like one cohesive product.

The concepts generated excitement but not measurable learning.

Each redesign introduced too many variants to test.

Impossible to isolate what actually drives results.

THE REFRAME

Body

Large Hero

Bento

Carousel

Deal Propensity

04 THE PIVOT

I stopped designing features and started designing operational systems.

As new requests continued to come in from franchisees and store operators, it became clear these weren't isolated problems.

They all represented different ways operators needed to control their business.

Instead of creating one-off solutions, I identified reusable interaction patterns that could scale across the platform.

—-> example of the notification hub? we were taking one scenario one by one and just redesigning it under maverick, realized i can use the patterns and leverage but make better

————

These became the foundation for:

Availability Management
Fulfillment Controls
Notification & Audit Patterns
Restriction Frameworks
Bulk Actions
Operational Status Patterns

The result was a more scalable product and a stronger Maverick design system.

—-

To support the U.S. market, I explored multiple approaches for features that didn't exist in the existing design system, balancing real-life complexity with ease of use.

Availability Management

I explored different models for managing store hours, including split schedules, temporary closures, recurring exceptions, and future changes to better support day-to-day operations.

Restriction Management

Centralized Notification Management

This exploration expanded Store Admin from a configuration tool into a more flexible platform for managing store operations.

Title

05 EXECUTION

Phase 1: Foundation

Testing Operational Edge Cases

Design decisions were tested with franchisees, store managers, and restaurant employees in realistic scenarios.
Execution

—-

Rather than walking through every feature chronologically, I'd make this section a gallery of hero systems, each with a concise story and visual.

CAROUSEL

—

Winning Variant

Featured-first hierarchy

Prioritized high-value offers with clearer hierarchy and deal summaries to improve first-glance comprehension.

Discovery-led browsing

Prioritized horizontal exploration and exploratory interaction patterns.

High-density comparison

Increased browsing breadth through a denser scanning (double column) layout.

Hybrid discovery system

Combined carousel exploration with higher-density browsing behavior.

Operational Flexibility

Store Availability

Designed a flexible scheduling framework supporting adjusted hours, temporary closures, split-hour operations, and recurring exceptions without increasing operational complexity.

Fulfillment Controls

Delivery Restrictions & Aggregator Management

Visual: Delivery restriction map + toggles

Operational Awareness

Centralized Notification Hub

Replaced fragmented alerts with a unified operational hub, helping managers quickly identify critical updates while introducing audit history to improve transparency and trust.

Visual: Notification center + change history

Spotlight: Future Ordering Controls

During the $2 Personal Pan Pizza promotion, stores began receiving overwhelming volumes of future orders before shifts had even started.

Placeholder metrics

↓ 42% fulfillment-related support requests
5,800+ stores adopted the control
↓ 18% guest wait times during promotion
+23% operator satisfaction

This became one of the clearest examples of how thoughtful operational tooling can directly support business performance.

Visual: Before/after timeline + future ordering controls

Design System Contributions

Throughout the project, I extended Maverick with reusable operational patterns that continue supporting future Store Admin capabilities.

Patterns introduced included:

Availability
Restrictions
Bulk Actions
Notifications
Audit History
Operational Status

Visual: Pattern library cards

Testing Operational Edge Cases

Design decisions were tested with franchisees, store managers, and restaurant employees in realistic scenarios.

High-demand promotions
- How can we protect store capacity?
Lunch break closures
- How can we support split-hour stores?
Crime-related delivery restrictions
- How can we block specific areas?
Aggregator outages
- How can we quickly pause or resume?

Hero story (Future Ordering During a Promotion Surge

During the $2 Personal Pan Pizza promotion, stores began receiving unusually high volumes of future orders before shifts had even started.

Operators had limited ability to control incoming demand.

The Risk

Overwhelmed kitchens
Longer wait times
Poor guest experiences
Operational burnout

The Solution

Designed Future Ordering Controls that allowed operators to:

Enable or disable future ordering
Limit order volume
Protect store capacity

Impact

(Placeholder)

5,800+ stores used controls
40% reduction in fulfillment complaints
18% faster service times during promotion periods

Final Design System Contributions

A cohesive set of operational systems that work together to help operators run their business.

Availability Management

Manage operating hours, closures, and scheduling exceptions from a single workflow.

Restriction Management

Control where and how orders are fulfilled based on local business needs.

Aggregator Management

Pause, resume, and monitor third-party ordering channels without support intervention.

Payment Controls

Enable or disable accepted payment methods at the store level as business conditions change.

Inventory Management

Monitor inventory health and quickly identify products that require attention.

One thing this project taught me is that operational software is never truly "finished."

next: centralized hub, AI personalization

Winning Variant

Featured-first hierarchy

Prioritized high-value offers with clearer hierarchy and deal summaries to improve first-glance comprehension.

Discovery-led browsing

Prioritized horizontal exploration and exploratory interaction patterns.

High-density comparison

Increased browsing breadth through a denser scanning (double column) layout.

Hybrid discovery system

Combined carousel exploration with higher-density browsing behavior.

Operational Flexibility

Store Availability

Designed a flexible scheduling framework supporting adjusted hours, temporary closures, split-hour operations, and recurring exceptions without increasing operational complexity.

Fulfillment Controls

Delivery Restrictions & Aggregator Management

Visual: Delivery restriction map + toggles

Operational Awareness

Centralized Notification Hub

Replaced fragmented alerts with a unified operational hub, helping managers quickly identify critical updates while introducing audit history to improve transparency and trust.

Visual: Notification center + change history

Spotlight: Future Ordering Controls

During the $2 Personal Pan Pizza promotion, stores began receiving overwhelming volumes of future orders before shifts had even started.

Placeholder metrics

↓ 42% fulfillment-related support requests
5,800+ stores adopted the control
↓ 18% guest wait times during promotion
+23% operator satisfaction

This became one of the clearest examples of how thoughtful operational tooling can directly support business performance.

Visual: Before/after timeline + future ordering controls

Design System Contributions

Throughout the project, I extended Maverick with reusable operational patterns that continue supporting future Store Admin capabilities.

Patterns introduced included:

Availability
Restrictions
Bulk Actions
Notifications
Audit History
Operational Status

Visual: Pattern library cards

Testing Operational Edge Cases

Design decisions were tested with franchisees, store managers, and restaurant employees in realistic scenarios.

High-demand promotions
- How can we protect store capacity?
Lunch break closures
- How can we support split-hour stores?
Crime-related delivery restrictions
- How can we block specific areas?
Aggregator outages
- How can we quickly pause or resume?

Hero story (Future Ordering During a Promotion Surge

During the $2 Personal Pan Pizza promotion, stores began receiving unusually high volumes of future orders before shifts had even started.

Operators had limited ability to control incoming demand.

The Risk

Overwhelmed kitchens
Longer wait times
Poor guest experiences
Operational burnout

The Solution

Designed Future Ordering Controls that allowed operators to:

Enable or disable future ordering
Limit order volume
Protect store capacity

Impact

(Placeholder)

5,800+ stores used controls
40% reduction in fulfillment complaints
18% faster service times during promotion periods

Final Design System Contributions

A cohesive set of operational systems that work together to help operators run their business.

Availability Management

Manage operating hours, closures, and scheduling exceptions from a single workflow.

Restriction Management

Control where and how orders are fulfilled based on local business needs.

Aggregator Management

Pause, resume, and monitor third-party ordering channels without support intervention.

Payment Controls

Enable or disable accepted payment methods at the store level as business conditions change.

Inventory Management

Monitor inventory health and quickly identify products that require attention.

07 WHAT'S NEXT

Business

Supported the transition of 6,800+ restaurants from a legacy platform.
Reduced operational friction during business-critical moments.

Product

Introduced reusable operational frameworks across multiple workflows.
Expanded Maverick with new enterprise patterns.

Team

Created consistent interaction models that accelerated future feature development.
Improved collaboration between Product, Design, and Engineering through shared patterns.

Beyond shipping individual workflows, Store Admin established a scalable operational foundation for Pizza Hut's U.S. business.

06 PHASE 1 RESULTS

Title

Key Insights

The best enterprise products don't eliminate complexity—they make it manageable.

Design for the business, not just the interface.

The most impactful solutions came from understanding how restaurant operational decisions affect staffing, fulfillment, and guest experience - not just the screens where those decisions happened.

Build systems, not one-off features.

The best enterprise products make complexity manageable.

Operational complexity will always exist, but software can be designed to give people the clarity and confidence to make better decisions when business conditions change.