While working as a Sales Advisor at H&M Yorkdale, I identified a recurring challenge in maintaining the Swimwear and Accessories departments. These sections required high attention to detail, regular upkeep, and product care to stay aligned with H&M’s visual merchandising standards. Noticing a knowledge gap among staff regarding garment care and department organization, I developed a Swimwear & Accessories Maintenance Guide — a visual and procedural system that streamlined daily operations and improved the overall customer experience.
The Swimwear and Accessories departments were among the most demanding areas in terms of upkeep. Due to the delicate nature of the products and their frequent handling, many sales advisors struggled to maintain visual standards, properly care for garments, or restock efficiently. As a result, the departments often fell below the store’s presentation goals, requiring visual merchandisers or select staff to intervene constantly.
To design an internal system and reference guide that would: Train and assist staff (new, mid-level, and senior) in maintaining the departments efficiently. Standardize daily garment care and product presentation routines. Reduce visual maintenance time while preserving H&M’s aesthetic and operational standards. Improve shopping experience through consistent visual presentation and product accessibility.
This project showed how creative systems thinking can be applied in retail operations. By combining visual communication, design thinking, and on-floor experience, I was able to bridge the gap between store management goalsand employee efficiency. The outcome reflected how internal design solutions can directly influence both team productivity and customer satisfaction.
