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Order Tracking_Thumbnail.jpg

The Problem:

  • Existing design did not align with expected e-commerce experience.

  • Shoppers were left in the dark once the box had left our warehouse unless they navigated to third party courier site

  • Missed merchandising opportunity by sending them to an external site.

The Solution:

  • Full transparency on the status of each shipment in their order

  • Streamlined re-ordering process

  • Enticing repeat purchases through promotion of sale and new categories

The Impact:

  • Reduced calls to customer and consultant support

  • Cleaner experience for customers

Many States for Every Order Status

I passed off a pretty massive file to developers with 48 frames for mobile alone.  Each order status has several versions: collapsed, expanded logged out, and expanded logged in.  Although tedious to create, this gives a logged out visitor as much visibility as we can.

Collapsed:

Order Tracking A Confirmed A.png
Order Tracking A Confirmed B.png

Expanded Logged Out:

Order Tracking A Confirmed Expanded Logged Out A.png
Order Tracking A Confirmed Expanded Logged Out B.png
Order Tracking A Confirmed A.png
Order Tracking A Confirmed B.png

Expanded Logged In:

Order Tracking A Confirmed Expanded Logged In A.png
Order Tracking A Confirmed Expanded Logged In B.png
Order Tracking A Confirmed A.png
Order Tracking A Confirmed B.png

Provide a Quick Preview on the Account Page

Shoppers want ease when finding their shipment status.  To help, we added a preview on the Account page.  The screenshot shows the 5 possible shipment status until the full delivery is complete.  Most orders ship in a single shipment and most customers only have one order at a time.  This means most users will only see one of these shipment statuses at a time.

Order Tracking _Account All Options.png

All Shipment Statuses

Order Tracking B Processing.png
Order Tracking A Confirmed A.png
Order Tracking D Shipped A.png
Order Tracking F Delivered A.png

For orders shipped in multiple shipments, we have multiple shipment statuses.  The below images depict an example of one order being shipped in two different shipments.

Order Tracking C Partial Shipment.png
Order Tracking D Shipped B.png
Order Tracking E Partial Delivery.png
Order Tracking F Delivered B.png

For orders heading within a 50 mile radius, Scentsy offers warehouse pickup.  The following images depict the two statuses: Ready for pickup, and Pickup complete.

Order Tracking G Ready.png
Order Tracking H Complete.png

A Closer Look at Shipment History

Order Tracking Shipment History.png

Shoppers can expand the shipment history as soon as a tracking number is created.  We pull this data directly from the courier so shoppers no longer have to navigate to a third party site which allows them to stay on our site and (hopefully) continue shopping.

Quick Order Tracking

Order Tracking_Track Order.png

Added quick order tracking to the account page and a link in the footer to align with best practice. 

Order Tracking_Footer.png

Always working on an improved user experience.  To see how these changes look in live, check out scentsy.com

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