Staples Professional’s B2B portal (Eway.ca) supports bulk purchasing for businesses across Canada. Over time, the platform accumulated usability and visual design issues that directly impacted conversions, accessibility, and overall user confidence.
The checkout process and critical workflows were cumbersome, the UI felt outdated, and the platform lacked responsiveness across mobile and tablet devices. Additionally, Staples’ brand identity was inconsistently applied, weakening trust and recognition in a competitive B2B landscape.
Key Pain Points Identified
Conducted a comprehensive UX review of the existing platform to identify friction points across key purchasing journeys.
Reviewed user stories, stakeholder feedback, and purchasing patterns to understand business-critical workflows.
Users dropped off during checkout
Friction observed in repeat-order workflows
Usability issues on non-desktop devices
Reduced friction in critical purchase flows
Improved accessibility across devices
Better alignment with B2B buyer expectations
Initial flows based on real business needs
Continuous improvements during the project
Designs tested across multiple viewports
We followed a structured UX process focused on improving procurement efficiency, reducing conversion friction, and modernizing the overall platform experience.
Using stakeholder insights and workflow research, we explored solutions that improved usability while maintaining business requirements.
We validated critical procurement journeys to ensure efficiency, accessibility, and cross-device usability.
Created a modern commerce experience with finalized workflows, components, and responsive interfaces.
Provided structured documentation to support implementation and scalability.
Worked closely with engineering teams to preserve UX quality throughout implementation.
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