Retail · Store operations
Leroy Merlin Portugal
2025 – 2026
Leroy Merlin Portugal is a home improvement retailer. This work covered internal tools for stores and customer service, built on the group’s shared design system, Mozaic.
My Role
Sole external designer across four internal products, from research to design system integration, in seven months.
Case Overview
The situation
Leroy Merlin Portugal was centralising its store tools into one employee portal, and extending a payments tool and a self-service invoice kiosk. I joined in November 2025 as the sole external designer, working with product, engineering and business teams on four products at once.
The decision
Across the four, the pattern was the same: tools built for the ideal path. A payment tool that only handled the simple sale. A kiosk with no screen for failure. Workshops and appointments tracked store by store. I specified what happens outside the ideal path first, and the visual layer after. The trade-off: this can read as scope growth to teams that expected a visual update.
What changed
The kiosk experience was extended from touch to desktop and mobile, with error, loading and session behaviour specified before development. The payments tool was redesigned for partial and supplementary payments, services and refunds. The Scheduler App and Workshop Mãos a Obra were defined as the first two modules of the portal.
Still open
The contract ended in July 2026. The web version of the kiosk was waiting on data protection approval.
