Photo with the status tracker design for desktop and mobile.

Cupon tracking

Led the design of a status tracker tool that allows users to track purchases.

UX/UI, Product design, UI development
Vanessa's photoby Vanessa Yévenes5 mins read

All information in this case study is based on my own work and does not necessarily represent the views of GRPN. Additionally, for presentation purposes, I have included fictional content, names, and images to illustrate the concepts effectively.

Overview

During my time as a product designer at a discount company, I had the chance to work on a status tracker product for around three months. The goal was to tackle the rise in customer support calls related to product status updates. A status tracker is essential for users as it provides valuable context, alleviating frustrations and anxiety by effectively communicating the progress of a process.

In this role, my responsibilities included research, wireframe and mock-up creation, and the implementation of HTML and CSS for both desktop and mobile web platforms.

The introduction of this tracking tool significantly reduced customer support calls while empowering users to independently track their purchases. This improved the overall customer experience and allowed the company to effectively manage product status updates.

The Problem

As part of my process and before jumping up on solutions, I used customer support feedback to understand what users’ pains were. It was a way to empathize with them and make connections with the possible solutions I worked on later. Also, I ran a competitive analysis of competitors in Chile to see what solutions they do, seek inspirations, key features, and identify patterns.

A visual representation showcasing the process of utilizing customer support feedback to develop a user map, aiming to pinpoint the pain points and requirements of our users.
I created a user map by analyzing user feedback patterns and incorporating customer support input, enabling us to accurately identify the pain points and needs of our users.



In the photo shows the results of the competitive analysis conducted on status trackers used by Chilean competitors like Falabella, Cuponatic, Paris, and Correos de Chile. The main focus was to understand how these competitors handle the task, identify patterns, key features, and gather inspiration from their products.
I researched status trackers from direct and indirect Chilean competitors such as Falabella, Cuponatic, Paris, and Correos de Chile. The main goal was to understand how competitors approach this task and discover patterns, key features, and sources of inspiration from their products.

The Solution

I created low-fidelity wireframes for mobile and desktop flows, considering patterns, user/business needs, and conducting UI testing. Here are my initial ideas, solutions, and the outcomes of the testing process.

Photo of the first ideas I worked on to look for a solution
I created mobile-first sketches to illustrate the user flow, focusing on identifying new interactions and exploring innovative possibilities.


Photo of the big scenario with all user interactions while using the status tracker tool.
The flowchart show how users interact with the status tracker tool, covering the entire journey and offering a complete overview of the process.


Photo of sketches to show the user flow looking to identify new interactions on mobile.
I made sketches to show the user flow looking to identify new interactions on mobile.


brand design
In the design process, I adhered to certain guidelines to ensure a cohesive user experience. These guidelines included simplicity in design elements and interactions to minimize cognitive load, clear communication through intuitive layouts and labels, responsiveness across different devices and screen sizes, and the incorporation of accessibility features to make the product inclusive and user-friendly for all.



Wireframes with defined content of status tracker in desktop.
These images show mockups of the final design for desktop and mobile web.



After finalizing the solution, I created mock-ups using a design and prototyping tool, adhering to the brand guidelines to maintain consistency and alignment with the brand identity.

The prototype demonstrates the user's flow for checking the order status specifically on the mobile web platform.


The prototype showcases the landing page of the status tracker, illustrating how information is presented on larger screens after the user requests the status of an order.

How will I measure the success of my design?

While I haven't finalized the specific metrics, I have developed a measurement plan to assess the success of my design by considering monitoring the following metrics for the solution of the goal.

  • As an indicator of conversion rate, It is considered the % of users that successfully completed the task.
  • As an indicator of retention, It is considered the number of users that returned to use the status tracker tool for the first time.
  • As an indicator of revenue, It is considered if the number of users who rely on customer support is less after launching this new feature.

Outcomes

This project taught me the importance of the status tracker feature for users to have control over their updates. Collaboration and seeking support from various teams were crucial lessons learned. Additionally, implementing such features can greatly improve internal processes within the business.

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