Improving Co.X's current tracking experience infrastructure to instill confidence in the customer by introducing communication channels and methods.
Co.X
TEAM SIZE
10
PROJECT TIMELINE
30 Days
DELIVERABLES
Research and ideation process and high-fidelity wireframes.
TOOLS
Figma, Miro
PROJECT OVERVIEW
Co.X (renamed due to a non-disclosure agreement), an Australian liquor store, is seeking to improve their ecommerce platform to boost customer satisfaction by meeting evolving customer needs and setting a new standard in online liquor retail.
05
MARKET RESEARCH
We conducted targeted market research to assess the competitive landscape and identify service gaps and strengths in Co.X's platform relative to its competitors.
By analyzing industry trends and competitor strategies, we pinpointed areas for improvement and competitive advantages, ensuring that our offerings align well with current and emerging market needs.
02
INTERNAL USER TEST
We conducted an unbiased test of the product by placing an order ourselves before beginning our research. This approach allowed us to view the typical user experience through a fresh lens, identifying potential pain points and opportunities for improvement.
01
ESTABLISH OBJECTIVE
To understand Co.X's platform's position among its competitors and identify areas where the current landscape falls short in meeting the needs of the modern customer base.
04
INTERVIEW
14 interviews were conducted to gain deeper insights and clarify any ambiguous feedback previously gathered.
The interviews focused not only on the users' experiences with Co.X's e-commerce platform but also on other platforms they have used. This approach allowed us to effectively pinpoint clear pain points.
03
CUSTOMER FEEDBACK
A comprehensive review of customer feedback across multiple platforms, such as,
-
Product Review
-
Trust Pilot
-
Google Play
-
Apple Store
were conducted to pinpoint areas of concern and identify opportunities for enhancing the product.
RESEARCH
SYNTHESIS
RECURRING THEMES
DELIVERY
COMMUNICATION
CUSTOMER SUPPORT
TIMELY
DELIVERY
PRIORITY
DELIVERY
DELAYS
TROUBLE
LOCATING
ADDRESS
INCONVENIENCE
IN
RESCHEDULING
LACK
OF
COMMUNICATION
UNABLE TO
CONTACT
DRIVER
LACK OF
CONSTANT
UPDATES
UNAWARE OF
DELIVERY
PROCESS
UNABLE TO
REACH
SUPPORT
LIVE CHAT
DOES NOT
WORK
LONG WAITING
TIME ON
PHONE
DISLIKE
CONTACTING
SUPPORT
IDEATION
04
USER TESTING
Validates design decisions aimed at enhancing communication by determining if users struggle to locate their orders, understand what is required of them, or encounter usability issues at any point in the process.
03
WIREFRAME
Ensuring an intuitive design that boosts user confidence and awareness at each stage of the process. This approach helps users clearly understand what is required from them, facilitating a more engaging and seamless experience.
02
CONCEPTUALIZATION
Focusing on a variety of different communication methods throughout the typical order process,
-
Order Placement
-
Order Processing
-
Order Out For Delivery
-
Delivery Successful/Failed
-
If Failed, Reschedule Delivery
01
USER FLOW
The primary goal of the newly developed feature is to enhance communication throughout the entire user flow.
By streamlining interactions at every stage, we aim to facilitate smoother exchanges of information, ensuring a more efficient and effective user experience
IMPLEMENTATION
01
ORDER CONFIRMATION
Upon placing an order, a summary of your order is displayed along with key functions such as:
-
FAQ
-
Reschedule
-
Delivery Notes
Additionally, users are prompted to install the newly introduced widget, which allows the order status to be displayed on the lock screen at all times, ensuring they are kept up to date with the latest tracking information.
02
ORDER PREPARATION
Once your order is being prepared, a delivery date is provided to the user.
During this step, the emphasis is on the reschedule function for situations where the user will not be present for the delivery.
03
DELIVERY DAY
On the delivery day, a live tracker of the delivery partner is displayed both in the app and on the widget. This feature helps manage the user's expectations regarding the delivery time.
Similar to previous steps, a constant reminder about the requirement for identification is displayed on the screen, ensuring the user is aware of what is needed during delivery.
04
DRIVER NEARBY
Similar to the previous step, this step manages to user's expectation on delivery time.
However, the emphasis shift towards communication with the delivery partner to reduce any potential delivery errors.
05
SUCCESSFUL DELIVERY
Once the order has been successfully delivered, the user is prompted with an option to order again.
This feature aims to streamline the reordering process, enhancing convenience and encouraging repeat purchases by making it easy for users to quickly place another order with minimal effort.
06
UNSUCCESSFUL DELIVERY
If the delivery is unsuccessful, the user is immediately directed to a reschedule page.
This process helps to reduce the need for the user to contact customer support, which could increase customer dissatisfaction due to uncontrollable circumstances.
