About

Screwfix operates the UK’s most successful retail brand in the trade tools and hardware market. However, colleagues were struggling with the internal software; which hadn’t been updated in 10+ years and couldn’t keep up with present day businesses demands.


We improved the experience of two distinct environments. Call centers handling customer requests over the phone and fast moving stores serving customers face to face.

A remastered Screwfix.

Creating a design language that can be used to improve and align all future touchpoints.

Built in application features to allow colleagues to customise the UI based on their preference.

Six months taught us the know-how to reduce risk with validated decisions.

We spoke to operatives, stakeholders and conducted observational research with staff and their customers. Maintanin the muscle memories for old staff whilst making it intuitive for new staff was one of the key elements for the projects success.‍

One single source of truth. A digital blueprint aligned teams and sped up design, testing and build.

The design library and documentation captures every key process in detail. From an overarching information architecture map down to the micro interaction of flows and single screens.

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