Epicentr Marketplace - A Merchant Administration Portal

SaaS | Product designer

A redesign of the merchant portal for Epicentr K, one of Ukraine's largest marketplaces. The platform gives thousands of sellers a single place to manage their rating, handle complaints and claims, track orders, and grow their presence on the marketplace - replacing a fragmented, hard-to-navigate legacy interface with a clear, data-driven workspace.

The portal also includes a built-in AI chat assistant that helps merchants resolve common operational questions instantly, reducing dependency on manual support and speeding up day-to-day issue resolution.

Task

I was the sole designer on the project, owning everything from research through final design. The main task was to redesign the merchant-facing product and build a scalable design system for the Epicentr K ecosystem. I was responsible for the merchant rating module, the complaints & claims management flow (core screens, filtering, search, and detailed case view), the settings and partners pages, and the public merchant landing page used to onboard new sellers onto the marketplace. Before designing, I ran my own research - guerrilla testing, usability testing on prototypes, and in-depth user interviews with merchants - to understand the real pain points around ratings, complaints, and support, and used those insights to shape the structure and priorities of the redesign.