Order Tracking Experience
StreamLine is a popular mobile banking app that enables users to manage their accounts, track expenses, and make transactions. The app, however, was facing usability issues that led to a decline in user satisfaction and engagement. Our goal was to redesign the app, improving its UX/UI to provide a seamless, intuitive, and enjoyable experience for users, ultimately increasing user retention and satisfaction.
Summary
Understanding the delivery experience at Sary and the different activities, cases and touch points to be able to see the solution opportunities and work on them.
Problem Statement
We want to know the cases that the order goes through from the time of its creation until it reaches the customer, and to identify the problems that they face in the delivery and provide solutions to solve them.
Our lack of transparency in communication, inaccuracy of delivery time, and poor predictability drives customer care calls and negatively impact customer satisfaction. It affects our brand and why people would use Sary services over competitors.
Benchmarking:
In an effort to better understand the competitive landscape, my goal was to compile a comprehensive list of all competitors currently active in the market, focusing specifically on those operating within the same or closely related segments. This task involved in-depth market research and analysis, identifying key players, and studying their market positioning.
This allowed us to gain a more nuanced understanding of our competition, enabling us to identify potential threats and opportunities, anticipate market trends, and better position ourselves for success.
After this initial research, I conducted a detailed analysis of various aspects. This comprehensive analysis allowed me to gain deep insights into user behavior.
I examined the patterns and trends that emerged from the user data, which gave me a clearer understanding of user needs and preferences.
This valuable information was then utilized effectively to shape and inform our strategy, ensuring that our solutions are user-centric and meet their expectations.
To further enhance our understanding, I created a detailed comparison table that aligns with the patterns and industry standards prevalent in the most commonly used apps.
This process involved selecting specific events, meticulously documenting observations, and providing comprehensive comments for each app. This in-depth analysis allowed us to identify benchmark practices and trends that could be leveraged to improve our own app.
Solution Designs
After understanding the problem, conducting benchmarking, collaborating with the customer experience team, and going through rounds of user interviews and testing, I incorporate all the results into the final designs.
Orders List
Our orders are organized based on shipments, presenting a challenge in tracking shipments from the orders page. As we don't have a general status for the entire order, we attempted to keep the order card always open.
This allows the shipment statuses to remain visible, facilitating tracking from the order page. Additionally, we included images of the items to clearly identify the contents of each shipment.
Shipment page
I placed the order tracking feature prominently on the first view to immediately highlight the current status and delivery time, capturing users' attention.
In the second section, users can view the items in their shipment.
I added a help button at the top of the menu for users who might need assistance.
Additional information, such as payment details and location, is also available if needed.
Orders List
Our orders are organized based on shipments, presenting a challenge in tracking shipments from the orders page. As we don't have a general status for the entire order, we attempted to keep the order card always open.
This allows the shipment statuses to remain visible, facilitating tracking from the order page. Additionally, we included images of the items to clearly identify the contents of each shipment.