OUR APPROACH
Your business first.
The right technology follows.
Complex commerce works better when business priorities, customer experience and technical delivery move in the same direction.
OSE brings them together. We work with retailers, wholesalers and manufacturers across Australia and New Zealand to plan, build and improve commerce that fits the way their business needs to work.
To connected commerce.
BEFORE THE BUILD
Start with what needs to work better.
A new website is rarely the whole brief. It may be difficult trade ordering, disconnected stock information, a catalogue that is hard to navigate or an existing platform that is becoming expensive to maintain.
We start by understanding the commercial problem and the people affected by it. That includes the customers buying from you, the teams running the operation and the systems that hold the information they rely on.
A useful starting question.
What would a better commerce experience make possible for your customers and your business?
The answer shapes the work. It might lead to a new platform, a better integration or a focused improvement to what you already have.
01 / DISCOVER & ALIGN
Turn complexity into a clear plan.
We bring the right people into the conversation early. Through focused workshops and technical discovery, we explore customer journeys, product information, pricing, account structures and the operational rules behind each order.
We also identify what is already working, where dependencies sit and which assumptions need to be tested. This gives your team a practical basis for choosing priorities and agreeing scope.
Bring the right people into the room.
We identify the stakeholders needed for each discussion, without asking everyone to attend every workshop.
Commercial & customer teamsCustomer expectations, buying journeys and growth priorities.
Operations & fulfilmentPricing, stock, order handling and the exceptions teams manage daily.
Technology & systemsExisting platforms, data ownership, interfaces and technical constraints.
WHAT YOU SHOULD COME AWAY WITH
Clarity you can use.
Discovery should give your team something useful to make decisions with. Depending on the engagement, the outputs can include:
Shared commercial priorities
A clear view of the customer and operational problems to solve, the business outcomes that matter and how success will be assessed.
Prioritised requirements
Customer journeys, catalogue structures, pricing rules and account workflows organised into launch essentials and later improvements.
Systems, dependencies and risks
An outline of key data flows, system ownership, technical constraints and assumptions that need validation before committing to delivery.
A practical delivery direction
A recommended next step, indicative work stages and the decisions, stakeholder input and further investigation needed to develop scope and estimates.
We agree the depth and outputs of discovery at the outset, so the work is proportionate to your project.
02 / PLATFORM & ARCHITECTURE
Make the important decisions early.
Platform choice should follow requirements. We assess customer needs, integration complexity, ownership costs and the level of flexibility your team will need over time. Adobe Commerce, Shopify and an improved existing platform can each be the right answer in the right circumstances.
01
Commercial fit
Consider business priorities, investment, operating responsibilities and the value each option needs to deliver.
02
Technical fit
Clarify data ownership, interfaces, catalogue structures, pricing rules and the dependencies between commerce and core systems.
03
A workable roadmap
Sequence the work around the decisions that matter most. Separate launch essentials from improvements that can follow.
Explore Adobe Commerce Explore Shopify Explore systems integration
03 / DESIGN & DELIVER
Build around customers.
Connect the operation.
Design and engineering need to solve the same problem. We connect the buying experience with the product data, pricing, stock and order processes that make it dependable.
Your team stays involved through agreed review points, visible progress and clear decisions. We make trade-offs explicit, explain the effect of proposed changes and keep delivery aligned with the scope and priorities you have approved.
The detail varies by project. The principle stays consistent: useful customer experiences, considered technical decisions and clear ownership.
HOW WE WORK TOGETHER
Good delivery needs a shared view.
01
Know what happens next
Agree the work ahead, the people responsible and the decisions needed to keep the project moving.
02
Review meaningful progress
Review journeys, designs, working functionality and integration behaviour at appropriate points, rather than waiting until launch.
03
Handle change deliberately
Assess changes against value, scope, dependencies and delivery implications before agreeing the next step.
04 / VALIDATE & LAUNCH
Prepare the business.
Not just the website.
A considered launch plan brings technical readiness and operational readiness together. Depending on scope, that can include functional testing, integration and data validation, customer acceptance, migration checks and training for the people who will use the platform.
We agree responsibilities with your team and work through the dependencies that affect launch. Stock, prices, customer accounts, order handling and fulfilment deserve as much attention as the storefront.
The aim is a controlled transition with a clear view of open issues, launch decisions and the support arrangements that follow.
05 / SUPPORT & IMPROVE
Launch is a milestone.
Keep moving forward.
Once the platform is in use, real customer behaviour and operational experience help shape the next priorities. We combine that evidence with platform health, maintenance needs and your commercial roadmap to identify sensible improvements.
Our ongoing work can include support, upgrades, performance improvements, integration reliability and targeted development. Priorities and service arrangements are agreed for your business, rather than assumed to be the same for every customer.
AUSTRALIA & NEW ZEALAND
One team. A clear way of working.
Based in Brisbane, OSE works with businesses across Australia and New Zealand. A successful project does not depend on being in the same room every day. It depends on shared context, access to the right people and decisions that are easy to follow.
We plan workshops, reviews and communication around the people involved, with meeting times and delivery responsibilities agreed at the outset. Where travel or on-site involvement would add value, we discuss those requirements during planning.
WORKING ACROSS THE TASMAN
Local business context.
Connected delivery.
Bring your customer expectations, operating model and market requirements into discovery. We will work through how the commerce platform and supporting systems need to respond.
Read our Shopify B2B considerations for New Zealand trade retailers ↗
SELECTED CUSTOMER WORK
See the thinking in practice.
Explore the customer stories behind complex commerce delivery. Each project has its own requirements, decisions and operational context.
B2B COMMERCE
Unique Health Products
Explore an Adobe Commerce trade experience connecting customer-specific buying requirements with business systems.
MULTI-STORE RETAIL
Highgrove Bathrooms
See how Adobe Commerce supports a multi-store retail environment and the decisions behind a connected buying experience.
CUSTOMER EXPERIENCE
Pedders Suspension & Brakes
Explore an Adobe Commerce customer experience shaped around a specialist product range and retail operation.
COMMON QUESTIONS
A clearer starting point.
Do we need to know which platform we want?
No. We can help assess the options against your business requirements, integration needs and operating model. If you have already selected a platform, we can focus discovery on how to implement it well.
Can you improve our existing website rather than rebuild it?
Yes. We begin with the problem and assess whether targeted improvements, upgrades or integration work could provide better value than a new platform. The recommendation depends on the condition and constraints of your current environment.
What does your team need from us?
Access to the people who understand your customers, products, pricing, systems and daily operations is important. We agree who needs to participate, what information is required and how reviews and decisions will work.
How do you approach project budgets and timelines?
We develop scope and delivery expectations around the requirements, dependencies and work involved. Complex integrations, data migration and customer-specific workflows need to be understood before a useful delivery estimate can be agreed.
Does OSE work with New Zealand businesses?
Yes. We work with customers across Australia and New Zealand. During planning, we agree workshop arrangements, meeting times, stakeholder involvement and any on-site requirements.
What happens after launch?
We agree the transition into support and ongoing improvement. Service scope, responsibilities and response arrangements are documented for the engagement; they are not assumed from a general website promise.
YOUR NEXT MOVE
Bring the challenge.
Let’s find the right direction.
Planning a new platform, improving an existing store or connecting commerce with the systems behind it? Start with a conversation about your business.
