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Order page design
Revamping the Order Page for Enhanced User Experience
Cancel Item
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Confirmed
Arriving by Sat, 09 Jan
Current Order Status:
Track Order
Cancel window closing at 23:00
You cannot cancel if order gets shipped before time
Refund processing
Expected in 3-7 working days
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Cancelled
On Sat, 09 Jan
Current Order Status:
Track order
Re order
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Payment failed
Uh-Oh, Your Payment was Declined
Current Order Status:
Re order
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Order Delayed
Will reach you soon.
Current Order Status:
Track Order
Problems with the current design
The design wasn't flexible, so developers had to code separate pages for both web and mobile.
Users couldn't cancel, leading to over 80% of user queries.
There were no product suggestions.
Different page states didn't have clear call-to-action buttons.
Solution for existing problems
Breaking the page into smaller parts and organizing information that usually goes together.
Including CTAs that change based on what's happening.
Introduced suggested products.
Impact it had on business
Cut user questions by 78%.
Boosted sales by 10%.
Increased product cancellations by 30% (though it was previously up to 20%).
Saved time in development and made the user experience smooth across all platforms.
Dynamic Components
We split the information into three sections:
Order details
Order status
Contact information
Next, we outlined the different stages of an order. By making the order detail section dynamic, we could easily update information as the order progressed—from confirmed to payment failed, on the way, canceled, or delayed.
Conclusion
Even though we saw a temporary increase in order cancellations, it was actually a planned move that balanced business needs and user satisfaction. This decision ultimately led to a better overall experience for our customers, helping us keep them around for longer.
We later applied this same approach to handling returns and cancellations, which helped us work more efficiently and save time on design and implementation.
Additionally, we introduced cancellation timelines tailored to each brand's policies.