E-COMMERCE APP
B2B ORDER TRACKING APP
Overview
Annual growth in e-commerce retail sales accelerated during the pandemic as more consumers shop online and customers’ needs and demands have skyrocketed. E-commerce service owners have reevaluated their operations to enhance customer satisfaction.
The B2B order tracking system was designed to be incorporated with the B2B e-commerce website for Mega Wholesalers, to ease customers’ needs and their frustrations.
Project Goal
Providing a single seamless order-tracking experience where users can easily track their order after checkout, notify when dispatched till arrival. Users can also inspect their product and, in case of damage, can decide to return some or the entire order.
Problem Statement
After order completion, we realized most of our users were interested in following their orders as it progresses across various stages. Usability testing reveals that users track their orders at different times, ranging from immediately after completing the checkout to several days later.
What are we trying to solve?
- Customers should always expect their order to be delivered within the timeframe promised by the business.
- Customers should be informed well in advance if their order is going to be delayed.
- Customers should be informed if an item from their order is going to be delivered separately and how that would impact delivery estimates.
- Customers should have visibility of a clear system that can inform them of the status of their order at any given time
- Automate order tracking systems. The fewer calls the customer care team receives the more they can focus on other services.
- Reduce cost to the business. Dealing with customer complaints or inquiries can get expensive in the long run.
Design Process
User Research
In this project I used 2 research methods : Qualitative & Quantitative Research Methods
I carried out qualitative research with 10 participants with a focus on finding out what expectations do our current customers have and what would be done better from their current experience. The aim was to have our users answer open ended questions based on their pain points, expectations, goals and motivations.
I also carried out an online survey with 15 participant to get direct answers to some questions like participant preference when it comes to online shopping and delivery, age bracket.
User Painpoints
Feature Prioritization
After research analysis I came up with must have features
- Create a Dashboard, user can view( orders, order processing, delivery, & returns –
The dashboard will allow users to monitor all their online orders and shipments, status at any point in time.
- Create an overview process ( orders, order processing, delivery, & returns
Most of the confusion happens after checkout, users are not able to have a real time order tracking after order has been processed, the fear that comes with what happens after an order has been delivered and a product get damaged upon arrival what happens can they still be able to immediately return some of the damaged product from their orders, and pay less.
