Shipment Tracking
Design and business problem:
Customer contacts around shipment tracking is the top customer service contact generator. "Where is my package" type of questions are the top reasons's for customer calls even though this information is currently found in the shipment tracking page. In addition, there are many actions related to late or missing packages and items that the customer cannot resolve online.
Design goals:
- Provide a visual design and information that is easy to scan and is transparent.
- Provide reassurance about the path the package is taking, promoting more trust in Amazon's shipping process.
- Provide richer and actionable information about a package so that the customer can resolve issues quickly and with minimal effort.
- Revise the shipment status markers and language that is shown to customers.
Project is currently launched. Phase 2 in progress.
Existing design
Key issues: readability, difficult to scan. Layout and visual treatment does not allow important information to stand out. Doesn't allow customers to take actions, not proactive about resolving issues. No visual indication of where your package is, customers find reassurance that their package is moving towards them.
Early explorations
I explored different display layouts, location of entry points, and information focus.
Preparing to ship state
Desktop and mobile web
In transit state
Desktop and mobile web
Shipping states
Shipping speeds and In transit markers
Text message sign up states
Delivered complete documentation for all use cases of delivery types and text message sign up states.
We wanted to launch the ability for customers to change and combine delivery dates. A calendar view was a great solution for visualizing all of a customer's deliveries.
