My Role: Userflows, Design System and Visual Design
UX Audit by Saniya Gazala
The challenge
Philips works with a large network of third-party service centres across EMEA. After a service is completed, customers are invited to leave feedback through a QR code sticker. But they had a scalability problem
Thousands of QR codes
Codes had to be generated in batches and pre-associated with service-centre data.
Developer dependency
Sales and support teams relied on developers every time a new batch was needed.
Local Regulations
Language, sticker dimensions and regional guidelines varied from country to country.
From pain point to product
The core opportunity was not simply generating QR codes. It was giving non-technical teams control over the entire workflow from setup to print-ready output and feedback analysis.
Information architecture
I structured the platform around the tasks users actually needed to complete, separating operational setup from creative production and feedback analysis.
Admin Workflow
End-to-end workflow for managing QR codes, localisation, sticker creation and feedback data.
User Workflow
Customer form logic once scanning the QR code to completing the service feedback.
Wireframes before polish
Early wireframes focused on making high-volume workflows predictable: selecting service centres, generating batches, editing local content and preparing printable assets.
The design system
The final interface was designed as a focused internal tool: clear hierarchy, dense but readable data views, reusable components and predictable actions.
QR management
View, filter and manage batches of unique QR codes linked to service-centre data.
Label editor
Place QR codes and content directly onto country-specific sticker templates.
Multilingual content
Edit localised copy while keeping regional requirements within the workflow.
Designing for the last mile
The most important output was not the screen it was the physical sticker reaching the service centre correctly. The product therefore turned configuration into a print-ready PDF.
Customer feedback experience
After a service is completed, the customer scans the QR code on the sticker and lands directly on a simple feedback form.
“The product moved QR generation from a developer task to an operational workflow owned by the teams who actually use it.”
The outcome
A single web application brought QR management, localisation, graphic production and feedback analysis into one workflow reducing operational friction while supporting the realities of a multilingual EMEA service network.
Self-service
Teams can manage QR batches without developer intervention.
Local by design
Country-specific language and sticker requirements are built into the workflow.
End to end
From QR generation to print-ready PDF and feedback analysis.
