Virgin Mobile USA – Order Details & Tracking 

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To comply with my non-disclosure agreement I have omitted any confidential information.

Summary

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The logistics and customer experience team wanted to add more useful information to the Order History section after receiving a fair amount of calls from customers requesting more information on their orders, in particular wanting to track their order progress. 

My Role

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I worked with the Inventory Logistics Manager, Customer Experience team and Business Analyst to develop use cases and scenarios to better understand user goals and potential flows, integrating customer service feedback, and card sorting results. I created UX documentation and design specifications including: product requirements, user stories, information architecture models to simplify the navigation system, task flows, and hi-fidelity design comps.

The Problems

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1. There was a lot of confusion around the label ‘C’. The functionality at the time only showed two order states: Ordered and Completed cryptically displayed as ‘O’ and ‘C’.
2. Customers were anxious to receive their new phones and wanting to intercept delivery of an expensive item. They wanted more detail on the order including delivery time and tracking number. We also wanted to decrease or eliminate customer service calls on this topic as we migrated our traditional customer service processes to a highly personalized web-based self-service model.
3. Most customers managed multiple lines on their account and would upgrade phones at the same time, which had to be ordered separately (a known issue). Customers could not remember which order number went with which phone and would usually call if they wanted to track a specific order.
4. As part of the ‘satisfaction guarantee’ brand value, we wanted to give customers an easy way to start the return process should they decide not to keep the phone.

Solutions

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After a quick competitive analysis to see how other e-commerce sites handled order tracking, we ran a card sorting workshop to learn how our customers expect order information to be labeled, categorized, and organized.

We then created new task flows for both two personas: guest customer that wants to check their order status quickly without logging in to the site and authenticated customers who are already logged in.

We used kept the table structure using existing components from the My Account re-design.

I designed views for a guest Track Order authentication, Order History and Order Details including order progress, and an edge usecase for orders that have not been processed.

^{Order History - My Account View}

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^{Order Placed - Tracking and Returns Enabled}

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^{Order Delivered - Tracking and Returns Disabled}

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