Why start？
Every time I move I was eager to decorate my place with refreshed styles and home products made with love. So I want to reserve my time from managing articles for daily use, and Amazon is a common choice to get them.
But after I can't remember how many times I have missed packages without even knowing what's inside, or anxious about having too many orders on the way, I realized, something should be changed. A good purchase experience are meant to be a closed loop, tracking your orders is as much important to a smooth service as shopping on the least efforts.
But after I can't remember how many times I have missed packages without even knowing what's inside, or anxious about having too many orders on the way, I realized, something should be changed. A good purchase experience are meant to be a closed loop, tracking your orders is as much important to a smooth service as shopping on the least efforts.
Since being loosened from actual business imperatives, I took the opportunity to venture beyond the current design framework and explore innovative avenues.
I aim to improve the usability of the profile and order list to reduce the barriers that are preventing users from keeping a close eye on the status of their purchase.
I aim to improve the usability of the profile and order list to reduce the barriers that are preventing users from keeping a close eye on the status of their purchase.
Design Goal
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From Diverge to Cenverge:
Usability Evaluation
Usability Evaluation
Problem Statment
In the interview, users commonly express their frustrations on not having accessible way to track their orders, which sometimes would even lead to conflicts or missing packages.
User Journey
User stories reveal the need to pay more attention to the entire tracking process. Amazon is obviously not a professional logistics and express delivery software, but more effective and integrated delivery services would improve overall shopping satisfaction and user retention.
The real challenges
User stories reveal the need to pay more attention to the entire tracking process. Amazon is obviously not a professional logistics and express delivery software, but more effective and integrated delivery services would improve overall shopping satisfaction and user retention.
I arranged the factors mentioned by users in four quadrants and integrated them into subsequent prototyping according to different levels of needs. This process revealed that users primarily prioritize order status and the efficiency of accessing it. While not all needs can be directly translated into concrete modules, enhancing status feedback and exposure emerges as pivotal goal for the overall tracking process.
Prioritization
I conducted five rounds of sketches and two rounds of iterative prototypes. Initially, I centered the design around diverting the user journey, only to realize that this approach would overly complicate the issue.
Users themselves were often unaware of the number of their shopping orders. Based on further user testing, I continuously challenged my initial ideas, shifting my focus towards guiding users to access deeper information step by step, which would alleviate the struggle of pondering the right direction at a crossroads.
Users themselves were often unaware of the number of their shopping orders. Based on further user testing, I continuously challenged my initial ideas, shifting my focus towards guiding users to access deeper information step by step, which would alleviate the struggle of pondering the right direction at a crossroads.
Prototyping
Meet the brand new
tracking system :)
tracking system :)
I revamped Amazon's order pages to align it more closely with modern online shopping expectations.
To create a more spacious profile design, I restructured the layout and zoning of other features. Additionally, I prioritized displaying the urgency and related pickup time for orders, serving as a reminder for users to collect their packages in time.
Chronologically listing the orders frees users from relying on memory to track packages. Items in the same package will automatically merge into one column, helping users clearly follow up the progress.
Thumbnails reflect the contents and quantity information of the order.
Finally, the inclusion of a progress bar and map browsing contribute to further comprehends of the status. Users can also review their shopping process by accessing the order summary.
As an avid online consumer in the digital age myself, I'm familiar with the anticipation of receiving a package. However, the unpredictability of arrivals can often be more burdensome than exciting. In these frustrating moments, I'm always reminded of my childhood experiences playing claw machines. We'd eagerly manipulate the joystick, hoping to secure our plush friends to come to us.
However, I don’t think any service wants to be that lamentable robotic arm that causes dolls to get stuck on exits.
However, I don’t think any service wants to be that lamentable robotic arm that causes dolls to get stuck on exits.
Outlook...
