PRODUCT DESIGN
Designing a clear mobile experience for tracking and returning online orders
ShopRunner is an e-commerce site offering free 2-day shipping & returns.
As lead designer for post-purchase web experience, I led design iteration through several branding and back-end changes to ShopRunner.com. I worked closely with a product manager and team of engineers on this work.
Role
UX design
Visual design
User testing
Tools
Figma
Fugly UI
User Zoom
Timeline
Jun 2022 - Apr 2023
Status
Completed
A survey I conducted revealed some major flaws with a previous iteration of ShopRunner.com. Many of them were well-known to my team and were flaws in the code itself. There were major fixes in the work so that the visual refresh would match changes under the hood.
But what surprised me to learn was that users were struggling to understand how the order and return tracking process works. Some changes to the information architecture—the layout and emphasis of elements on the screen—could help that.
Quick, scrappy wireframes are helpful for working out the kinks and building support for a new direction.
I also supported our researcher in using Hotjar to do some click-tracking to understand where users were drawn to on the screen.
The ShopRunner rebranded site went live officially in March 2023. Shortly after, I moved off the project but I’m so grateful to have led design for post-purchase for over 2 years. It was incredibly valuable to me to see through its evolution.