Order Process
A redesign project that provides visibility for FashionGo buyers to manage their wholesale orders and to keep track of logistics every step of the way.
My Role
User Experience Designer
Company
NHN Global
Timeline
5 Months (Q4 2021 to Q1 2022)
My Contribution
I had the opportunity to be the sole designer and took over this challenging project from my senior from September 2021 to February 2022. Some of my contributions were researching, designing experiences/interfaces, UX auditing, documenting, and continuous iterations. I worked closely with my PMs and collaborated with cross functional teams to built this experience.
Problem Space
The current order process experience is lacking transparency. Buyers are often left in the dark without knowing their orders whereabouts. When unforeseen circumstances come up, users are unable to take appropriate actions to fix the situation without going through hassles to reach the customer service.
Outcome
Rethinking the design, I worked closely with the PMs to built a new experience to provide order visibility and convenience to the users, where they can easily keep track of the statuses of their orders, take immediate actions if an order went wrong, as well as edit or manage orders including returns and cancellations, all available within their fingertips.
Current Experience
A quick audit for the current design:
â—† Order statues are all placed under a single tab, which is cluttered and difficult to skim through.
â—† Multi-select dropdown search causes extra clicks and cognitive overload.
â—† Error statues are unclear of which order it applies to.
â—† Limited order modification allowed.
â—† Business policies are overly long and took up real estate on order details.
â—† Complex payment update slows down order issue resolution.
Order History
Order Details
Research Insights
Ship Dates Unavailable
Shipping date notifications and confirmations are not available in order to keep track of each shipment on the order.
Order Confirmation Wait
Sometimes when the vendors don’t process the orders in a timely manner, buyers have to wait indefinitely or reach out to the vendor through phone.
Unnotified Order Delay
Preorder and backorder items that get postponed are not notified to the buyers, which can caused difficulty in budgeting sales.
Return Hassle
Currently the only way buyers can return items they purchased is via phone which makes the process inconvenient.
User Needs
Order Process & Status Transparency
Users should know what happens to their orders every step of the way, this involves understanding processing procedure from the vendors and company policies.
Information to Make Informed Decisions
In the case of unexpected circumstances, urgent information should be provided to allow informed decision makings.
Actionable Flexibility with Placed Orders
This includes the ability to allow reasonable actions within a reasonable time frame after the order is being placed.
How Might We..
Froster transparency to enable users to keep track of their orders and make informed decisions?
Workflow
Wholesale order logistics is often complex and unforseen scenarios can take place. In order to to get purchases into the hands of the buyers, there are many stages that need to be cleared, which involves the availability of items, no cancellations from either side, sufficient funds, and a fully shipped order.
Overview
Based on user research, we discovered that buyers care the most about whether there are immediate actions that needs to be taken to unhold an order, such as required order confirmation, declined payment, or item pending. We placed these information to the top of Order History to allow buyers to land on the urgent statuses quickly. They are then followed by the number of shipments shipped, pending returns, and consolidation orders. Tabs are created to clarify 6 order statuses: All, New, In Process, Shipped, Cancelled, Returns, Consolidation. Status tags differentiate attention required orders from the rest and are highlighted to create a sense of urgency. When users click into the PO they can view the order details.
Sort + Search
Search is one the the most frequently used feature by the buyers, we eliminated multi-select dropdown search and implemented global search into the new design to enable faster access to lookup an order. Sort can be done by order date, amount, and vendor name.
In Process
With orders that are in process, some of the most common actions required are payment updates, order confirmation, and sometimes, multiple orders can also be merged. We implemented CTA buttons, payment update modal, and notification banners to the order details to enable buyers to quickly resolve or be notified regarding the status.
Tracking + Return
A major pain points showed that users don't know when items are shipped and when to expect its arrival, hence we added in estimated ship date to and tracking to provide visibility of shipments whereabouts. Another pain point is return hassle where buyers have to call customer service, in order to solve the problem, we designed an online return experience. The originally cluttered vendor policy on order details page are now incorporated as link to save real estate and added to Request RMA page for better relevancy.
Order Statues
Lastly, the remaining and order statuses: Cancelled, Returns, and Consolidation. Please note that consolidation tab is a placeholder as designs have not been fully flashed out upon this case study and will require further research.
Success Metrics
% of Return by Phone Decrease
Number of online return requests increase in comparison to by phone returns
Order Issues are Being Resolved
Number of Pending orders confirmed & Declined order payment update
Customer Service Call Reduction
Less complain about vendors or order process
Potential New & Existing Customer
Increased number of new & existing customer
Retrospective
Align User and Business Goals
Understand business models thoroughly leads to better design decisions and product building.
Stay Adaptable
Prepare for constantly changing requirements by being agile when designing and documenting.