Order Details — Improving Post Purchase transparency

Project Summary

A recent user survey reported dissatisfaction with our post purchase communication service. Our customer's lack of confidence reduced customer retention, which leads to reduced profits over time.

Approach

How do I design an experience that updates the user about their order status after they've made their purchase such that they feel confident in our service, and will continue to shop with us again?

User Research: leveraged existing user personas, and pain points to understand how to best design the experience.
Competitive Analysis: conducted competitive and market analysis to uncover common trends and patterns to utilize in designing an efficient end-to-end experience.
Iterative Design: produced rapid iterations for stakeholder validation.
Responsive Versioning: created 100+ screens for multiple breakpoints.

Cross Functional Leadership

Partnered with Product to align on design requirements per stakeholder.
Collaborated with Copywriter to create streamlined communication templates to be applied across all methods.
Aligned with Product Owners to create edge case designs for specific shopper experience pods.
Partnered with Mar-Tech to understand communication template limitations.

Impact

The post-purchase experience became a foundational flow in our customer's end-to-end experience. By unblocking this project, we were able to build many new initiatives on top of it to further improve our customer's post-purchase experience leading to higher enagagement, retention, and visibility into their order.

Post Purchase Traffic

+ 676%

Measured by comparing the user visits from the before and after the redesign.

Reduced WISMO Contacts

- 42%

Measured by comparing the number of customer contacts to the call center before and after the redesign.

Screens Designed

100+

Designed screens for Mobile, Tablet, and Responsive Web Breakpoints.