Brief
Optimize in-store sharpening service management
Stay Sharp wanted to improve management of its in-store sharpening service—central to its offer, yet complex to run day to day. The goal was to structure intake of items to sharpen, track orders in real time, and ensure better Shopify POS integration, while offering a fluid experience for employees and customers. Maze was mandated to design and develop a custom app adapted to the team’s specific in-store workflow.
- +45%Sales
- +21%Conversion rate
- +5%AOV
Goals
Structure an operational service and improve the in-store experience
The project aimed to transform a manual process into a structured, reliable, integrated system. The goal was to simplify internal operations, reduce errors, improve order traceability, and offer customers a smoother experience when dropping off and tracking their items.
Tools and partners
Complexity and challenge
Transform an artisanal process into a structured system
The sharpening service follows a very different logic from a traditional sales journey. It isn’t simply about selling a product, but managing a flow of physical items that are dropped off, processed, then picked up—with variable timelines and multiple touchpoints.
Complexity lay in structuring this process without weighing down employee work. Every step (receiving items, identification, tracking, notification, and return to the customer) needed to be clear, fast, and frictionless. Poor management could lead to errors, lost information, or poorly communicated timelines.
The challenge was also to integrate this system into the existing Shopify POS ecosystem. The app needed to work continuously with tools already used in-store, without disrupting team habits. Finally, the solution needed enough flexibility for field realities: variable order volume, diversity of items to sharpen, and the need for speed in a sales context.
Approach
Design a solution aligned with real operations
The project began with a detailed analysis of how the sharpening service currently works—understanding process steps and friction points faced by the team. Maze then mapped the full workflow, from intake to return, to structure clear, repeatable logic. This step identified key moments where technology could simplify operations and improve system reliability.
To design a solution truly adapted to the field, user journeys were developed for the two main roles involved: the sharpener and the in-store salesperson. This approach clarified their specific needs, constraints, and system interactions to optimize every touchpoint.
In parallel, experience maps were built for three distinct customer profiles: the chef, the enthusiast, and the collector. Each profile has different expectations around service, timelines, and level of demand. This analysis integrated a customer dimension into tool design—ensuring the system supports not only internal operations but also in-store experience quality.
Particular attention was also paid to the employee interface. The app needed to be simple, fast to use, and adapted to an operational environment where every second counts. The goal was to reduce mental load and make the process intuitive—even for new employees. Finally, Shopify POS integration was planned from the start to ensure continuity between sales operations and the sharpening service. This approach made it possible to design a coherent, integrated solution aligned with the existing ecosystem.
Solution
A custom POS app integrated into the Shopify ecosystem
Maze designed and developed a Shopify POS app dedicated to the sharpening service, fully adapted to Stay Sharp’s needs. The app lets employees scan, register, and track each order in a structured way. Every item taken in is associated with a clear status, enabling tracking throughout the process—from intake to return to the customer.
An internal notification system was integrated to improve team communication and make priority management easier. This feature reduces oversights and improves coordination across service steps. The app also syncs order statuses with Shopify, ensuring coherence between in-store operations and system data. This integration provides a centralized, reliable view of sharpening service activity.
Finally, the solution contributes to better inventory management linked to the service—tracking items in circulation and avoiding handling or return errors. The full app was designed for a fluid, fast, intuitive experience adapted to the pace of in-store operations.
- +45%Sales
- +21%Conversion rate
- +5%AOV
Results
An optimized service and an improved customer experience
With this custom solution, Stay Sharp now has a structured system for managing its sharpening service. The team can process orders more efficiently, reduce errors, and save time daily. Item traceability is improved and internal communications are smoother. For customers, the in-store experience is clearer and more professional—strengthening perception of the brand’s service quality.
“Working with Maze was a great experience. They took the time to answer all our questions during the site migration and made sure all our needs were covered — and more. I’d definitely recommend them!”
Stay Sharp
