Order Management Self-Service

My Role

UX and visual design, app conceptualization, prototyping and user testing.

Tools

Sketch, InVision and Google slides

Problem

Starting with an existing mobile shopping app interface (that was done by another team) we needed to add in order management functionality to give shoppers a way to make order changes themselves.

Requirements

The team needed to provide shoppers with a way to make order modifications via self-service. This allowed them to avoid having to call in and speak with a Customer Service Agent (CSR). It also freed up call volume which allowed CSR’s more time to assist shoppers who had more difficult service issues.

Self-Service functionality must include: Ability for a shopper to view their order history, order status and order details as both a guest and registered user. They must be able to easily cancel items form an order that has not yet shipped, return items that have shipped and track an order shipment easily through a mobile app or desktop version of the storefront. They must also be able to easily understand the financial implications of any order modification they make.

Solution

Starting with a lot of up front research my Product Manager and I needed to fully understand the existing storefront application in order to come up with the best solution for fitting in the order management functionality. This included gaining access to a sandbox version and spending some time using the app.

This lead to creating several use cases based on our requirements followed by a few rounds of super low fidelity wire frames and mockups. During the entire process we kept in close contact with the original team that included a UX designer, a PM as well as a Development Lead.

After several iterations with the low fidelity versions I moved on to creating a click-through prototype using InVision and ran a series of user testing sessions.

Check Order Status

Cancel ItemS

Track Shipment

Return ItemS

Designer Lead Research

Research Script and Prototype

Using a click-through InVision prototype along with a carefully curated script I conducted my own 1 on 1 user research sessions. For this I recruited 10 participants all with different backgrounds and technical aptitude. Naturally the results of the user testing revealed a few pain points as well as areas that were working as intended.

Research FindingS Slide Deck

Once the research was complete, I packaged the findings into a comprehensive slide deck and presented it out to stakeholders, the extended UX team, PM’s and development. This resulted in a couple more iterations before we felt that we had the right experience to begin development of our MVP.

Responsive Screen Sizes

The design of this was mobile first but we still needed to implement it for tablet and desktop screen resolutions in order to provide the best experience no matter what kind of device the shopper was using.