The problem

Nutrition Warehouse has grown to more than 120 stores across Australia and New Zealand. The platform they'd been on since 2008 hadn't kept pace.

By 2024, the cracks were hard to ignore. During peak trading, looking up a customer record at the POS could take over a minute. Purchase orders couldn't be created or receipted. End-of-day processes were failing.

Staff were inventing workarounds just to get through a shift. Customers were waiting at checkout. Sales were being lost.

The technology needed to change. But with 121 stores and over 600 staff across the network, the technology was the easy part.

People can learn new tech. But asking a team to change how they work - mid-shift, at scale, across a whole store network - that's a different challenge entirely.

What we did

The brief was clear: validate whether Shopify POS was the right call, then help make the transition actually stick.

The technical build was straightforward. The human side took more care.

Before a single store went live, we built 26 training videos, covering real POS workflows in the language of someone working a busy shop floor, not someone reading a manual. We designed a provisioning approach that made replacing old hardware as low-friction as possible. And, we worked alongside store teams in person during deployment, not just handing over a system, but making sure people felt confident using it.

After deployment, we ran a structured process to capture post-launch issues and feature requests. When the dust settled, we handed back to the internal team, who were equipped to own it.

The rollout covered 121 stores in three months. 600 people trained.