Orders & fulfillment

Enhancing processes to optimize seller marketplace success

 
 

Order details

Background

The order details page was the second most-viewed page in ChannelAdvisor. The original order details page was on an older tech stack and needed to be updated.

I took this opportunity not just to replicate the page but to design a new-and-improved version that would better enable users to understand and track all of the intricate details of their order as well as provide a customized experience for the many types of personas (brand managers, customer service, fulfillment teams) that use the page.

Interviews

I interviewed several users of the page—e-commerce managers, operation managers, customer service agents, and warehouse workers—all of whom had different use cases for using the page. Some used certain sections more than others.

Across the different user types, I discovered the following common pain points with the old page:

  • The page isn’t streamlined. There’s a lot to read through, and some of it is duplicate information

  • It can be time-consuming to action the same items across multiple SKUs in an order

  • The customer has to copy and paste details to look them up and other places

Old order details page

UX/UI design

I redesigned the page in the following ways

  • Removed duplicate content to streamline the page

  • Created additional header sections to reduce the amount of dense text in any section. The additional header sections also helped the various user types organize the page to fit their needs (this was especially important given their differing tasks on the page)

  • Simplified workflows by enabling users to make bulk actions across multiple SKUs as opposed to having to individually action each SKU

  • Included direct links to individual SKU pages in the product catalog so that users didn’t have to copy and paste SKU details and then navigate to the product catalog via the product menus

Redsigned order details page

 
 
 

Orders dashboard

I designed a net-new page to enable marketplace sellers to track the progress of their fulfillment to help them understand progress and bottlenecks and optimize for better outcomes.

 
 
 

Channel Health

I designed a net-new dashboard to enable sellers to view listing and fulfillment health across marketplaces with the ability to create custom views to serve their unique needs and goals.