Designing the My Account experience

In my role as a user experience designer within the Accounts team, I was responsible for crafting seamless experiences that empowered users to effectively manage and view their orders, while also providing them the flexibility to customize their account preferences.

My Projects

• Enhanced the visibility and prominence of the customer's order status, providing an informative experience

• Designed a comprehensive notification centre, empowering users to efficiently manage their notification preferences

Redesigning the order history and detail sections

User need:

• Based on customer feedback, we identified pain points related to order tracking and delivery status comprehension, users faced difficulty in locating understanding the current delivery status

Approach:

• Initiated the process by formulating hypotheses to identify the root causes behind users' challenges in locating the delivery status

• Conducted usability tests on the existing Walmart website, providing users with specific instructions to locate their order status, while also soliciting feedback on their experience to locate past orders

• Continuously iterated on the designs, incorporating feedback from clients and collaborating closely with the engineering team to ensure alignment with technical constraints and system requirements

Challenges:

• In order to address the diverse combinations of order statuses influenced by factors such as the number of packages and the involvement of Walmart or third-party vendors, we implemented intuitive designs. 

  • These designs focused on prominently displaying the most relevant and important information to users, and facilitated user comprehension of the wide range of order statuses within the system, encompassing both Walmart-fulfilled and third-party vendor-fulfilled orders.

Above is a wireframe for the order history section. My design partner and I prioritized the visibility of shipment count (e.g., two packages for a specific order) and timelines indicating when the order arrived. We implemented prominent call-to-action buttons for users to view the order details and closely track the order status.

Above are the designs for the order details page. To enhance user experience, my design partner and I prioritized the display of essential information by placing it prominently at the top of the interface. This included crucial details such as shipping information and order total, facilitating easy recognition for frequent users.

Then, we implemented a larger banner above the products to emphasize the order status and estimated delivery date, ensuring clear visibility and comprehension for users.

The results of the usability testing yielded highly positive feedback from both first-time and returning customers of Walmart. Users expressed their satisfaction with the effortless access to view their order information and appreciated the ability to track their packages in real-time, providing them with valuable updates on the delivery status.

Creating a notification preference centre

User need:

• With the new capability of SMS notifications and a new mobile app, Walmart needed to create a centralized location for users to manage

Approach:

• Conducted competitive research to analyze the implementation of notification centers in other businesses

• Explored and understood the business and technical requirements for managing notifications, including the systems to which the notifications would be connected, and the need for real-time updates

• Conducted a research study to gauge user receptiveness to additional notifications from Walmart, specifically identifying the types of notifications that were most important to them

  • The findings revealed that users generally preferred to opt out of marketing or promotional notifications, but desired timely updates regarding their orders

• Developed a responsive user-friendly notification center that leveraged existing design system patterns, allowing users to easily toggle notifications on and off

• Designed the notification center with accessibility in mind, implementing features such as screenreader support to audibly convey system status changes when toggles were activated or deactivated, ensuring clear communication to users about the specific events occurring (e.g., "Email newsletters will not be sent to your email")

Other Projects

• Devised an intuitive sign-in flow utilizing phone numbers, enabling customers a variety of methods to easily access their accounts

• Created personalized profile cards that dynamically appeared on the home page, delivering a tailored experience for users