ESPRIT guest order trackingProject Overview: Many e-commerce platforms require users to create an account to track their orders, which can be frustrating for one-time buyers who do do not want to sign-up.
The goal of this project was to design a Guest Order Tracking Feature that allows users to check their order status without needing to sign in.
My Role
UX/UI Designer
Timeline
2023
Tools
Figma
Platform
E-commerce
User Stories
“As a guest customer, I want to check my order status on the website, so I don’t have to create an account for that.
“As a guest user, I want the tracking page to be mobile-friendly, so that I can check my order status conveniently on my phone.”
Objectives
Design a new feature for guest order tracking, allowing users to check the status of their order without logging into an account following a mobile-first approach.
Pain Points
Account creation
⚠️ Some users did not want to create an account just to track a single order.
Customer Support Dependency
⚠️ Many users relied on customer service for order updates, increasing support costs.
Goals
Implement an easy-to-use tracking system requiring only order number and email/phone number.
Develop a mobile-responsive design for seamless access on all devices.
the process1. User Flow
A user flow was created depicting the process of checking the order status as a guest customer. Key steps included:
User finds ‘Track Order’ link on the website (footer).
User either proceeds to login, or land on Guest Order Tracking page.
Enter product number and zip code.
User views the order status.
2. Wireframes & Design
Using the mobile-first approach, wireframes were created to visualise the layout and interactions.
Key features include:
Entry point for the feature is the website footer with an additional placement in the mobile menu.
A simplified and clean input fields layout for order lookup.
Adding an account login link, as well as providing quick access to customer support details.
The new guest tracking page was optimised to cover any branding variations across the different market regions.
3. Next steps
The next step of the process would be design validation, where tests are performed to ensure the design actually meets users needs and improve their order tracking experience.
Testing methods that would be used in this scenario are usability tests with live prototypes, or A/B testing.
4. Conclusion
The guest order tracking feature addressed user pain points by enabling a faster and frictionless order tracking experience.
The next steps in the process would be a testing stage where the new design is validated. This would show whether there are measurable improvements in key business and user metrics, such as reduction in customer service inquiries related to order tracking and higher customer satisfaction rates (could be measured via post-tracking survey).
