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24s | Reworking the app's user account to simplify order history access

24s | Reworking the app's user account to simplify order history access

product challenge

Rework the app user account's information architecture and interface to focus on what matters: their last order

sector

e-commerce - luxury

key users

24s app users and new users

date

Sep - Nov 2020

The new user account's homepage provides immediate access to key user information: their most recent order's status and delivery date.

Once viewing their order, two secondary actions draw the focus:

  • Tracking their order, as 24S is a marketplace and not always in charge of shipping packages.

  • Viewing the returns guide, as recollecting returns was still a major painpoint at that time and we didn't want to make it too visible. We have instead highlighted returns being free for a whole month.

The new user account's homepage provides immediate access to key user information: their most recent order's status and delivery date.

Once viewing their order, two secondary actions draw the focus:

  • Tracking their order, as 24S is a marketplace and not always in charge of shipping packages.

  • Viewing the returns guide, as recollecting returns was still a major painpoint at that time and we didn't want to make it too visible. We have instead highlighted returns being free for a whole month.

step by step design process

step by step design process

  1. Review the current experience's painpoints: users are lost between several actions and order history is hidden

  1. Workshop with PM, customer service and tech team to prioritize essential user account actions

  1. Reworking account user navigation through card sorting

  1. Prototyping and testing the new interface on Maze through a user panel

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