ORDER TRACKING & HISTORY
OVERVIEW
Role: Lead UX/UI Designer / Project Lead
Project scope: 5 months
UX Research & discovery: 1 month
Wireframing & prototyping: 2 months
User testing and high fidelity mocks: 1.5 months
UX/UI Acceptance testing and updates: 1 week
Release and user issue remediation: 1 week
“If we want users to like our software, we should design it to behave like a likeable person: respectful, generous and helpful.”
— Alan Cooper
KEY UX/UI PROCESS USED
For the order tracking and history feature, the approach was adjusted a bit, since this feature had been redesigned a few years earlier. The main focus was enhancing the experience of the features that currently existed and adding addition features that had been requested from customers.
User Feedback Analysis
User Interface Enhancement
Innovative Tools
USER FEEDBACK ANALYSIS
In order to optimize the user journey and enhance overall satisfaction, we conducted a thorough analysis of the interface. Our goal was to create an engaging and intuitive experience for our users. To achieve this, we employed a human-centric design approach, focusing on user needs and behaviors.
Through user research, we gained valuable insights into the pain points and preferences of our target audience. This informed our decision-making process and allowed us to prioritize features that would best serve the users' goals. We also performed usability testing to validate our design choices and make data-driven refinements.
The research and discovery of this feature included user test sessions, multiple competitive analysis studies, collaboration with stakeholders as well as utilizing baymard.com to verify industry standards on decisions made.
USER INTERFACE ENHANCEMENT
In enhancing the user interface of the order history feature, each section was designed to efficiently provide the user with any order information needed.
The final result is a seamless and user-friendly interface that guides users through their tasks effortlessly. We've implemented clear and concise navigation, incorporated visual hierarchy principles, and ensured a responsive design for various devices and screen sizes. Each interactions was strategically designed to provide users with an enjoyable and efficient experience.
This solution was designed using Figma, Axure, user test sessions to ensure their needs were met, and collaboration with the developers and stakeholders.
INNOVATIVE TOOLS
Multiple tools were added in order to optimize the user journey and enhance overall satisfaction. Users would now be able to check the status of an order, view 3rd party tracking information, view product serial numbers, instantly reorder and more.
Through insights provided by the user feedback analysis, we were able to streamline the feature by adding information that was needed by different personas, and by removing data and extra features that were unnecessarily overcomplicating the overall view.
Order History Summary
In conclusion, our user experience design approach has not only improved usability but also contributed to a positive connection between users and our this feature.
The user feedback received provided us with the opportunity to continuously improve, maintaining a delightful and user-centered experience. The multiple accessibility issues were also addressed allowing disabled users to freely use the account settings.
Hundreds of users provided feedback through user acceptance sessions on this feature, with outstanding results. It drastically increased efficiency for our users that did not want to have to spend too much time completing the tasks for their account.
“Above all else, align with customers. Win when they win. Win only when they win.”