The Challenge
I was tasked with improving and updating the order history experience as part of a larger website and brand refresh. The main goal was to use the new design system to create an experience that exceeded customer expectations.
Our Approach
My role was to lead the process from design to delivery, collaborating with stakeholders, and developers to bring it over the finish line.
The whole process was undertaken with a very compressed timeline, so I had to get scrappy with my user research. This was done with a combination of online surveys, and interviews with friends and colleagues who were frequent users of the site.
I created a quick persona based on two key issues from user feedback about the previous order history experience:
Hard-to-find order information: Order history content was added over time without a clear organizational strategy, making it difficult for users to find what they needed.
Disorganized buttons and links: The placement of interactive elements was inconsistent, as they were added reactively instead of as part of a cohesive user experience.
Solution
With the above issues in mind I was able to use our newly minted design system components to build some quick wireframes that allowed me to get in front of customers quickly to iterate on the important details, like where certain actions or information should live based on their expectations.
The final design presented a more organized order history that allowed customers to more easily track orders, reorder, view details, or even write reviews of products.
