Track my order
UX / UI
About Challenger
Challenger’s objective is to maximise Virgin Media’s digital potential and quickly adapt to ‘digital first’ customer behaviour to rapidly increase digital sales to make up for the loss of other channels in short-term, but also long term.
My Role
I had the opportunity to work alongside:
- Product owners
- Subject Matter Experts (SMEs)
- Frontend Developer
- Technical Delivery Manager
- Frontend Tester
- Backend Solutions Architect
- Copywriters (shared)
THE PROCESS
Quick session with Product owner and Subject matter expert to understand the requirements, user needs, limitations, define deliverables, discuss user testing dates and capacity. At this stage we did not worry about what can and can not be done within the existing legacy system.
“We want to keep our new customers informed of the whereabouts/ status of their recently placed order’
Comments and observations:
- Linear vs circular display
- Realtime map
- Current status upfront
- Historical past information
- Estimated dates
- Amend functionality
- Contact support
- Name of courier
- Package lost or stolen
The steps and customer’s touch points will vary depending on what package the customer has ordered. There are 4 scenarios to be mindful of:
- Scenario 1: Package/s delivered by post
- Scenario 2: Packages are Collected by the customer (Click & Collect)
- Scenario 3: Package comes with an engineer
- Scenario 4: Some items on the post others with engineer
Scenario 1: Broadband package – Self installed, sent by post
Scenario 2: Broadband package – Self installed, Click & Collect
Scenario 3: Broadband package – Engineer booked/required
Scenario 4: Broadband +TV+SIM package – SIM by post, engineer visit
Once features and journeys have been explored, I had a meeting with senior stakeholders; Squad’s Product owner, SME, Technical delivery manager, solution architect and the solution architect manager in order to identify:
- What can be done and what’s a very long shot
- For the features that can be done now ish, he explained what needs to happen and who was responsible for those actions, for the PO to assess dependencies
- Measure the effort involved in developing some features
- For completely out of the box features, he gave us advise how and what need to happen in order to move towards that direction
In order to do the first round of user testing and get user feedback fast, I tried to use as much of the component library as possible, yet in some cases I had to break an existing component or combine a few components to match as much as possible the brand style and direction.
We would conduct 10 recorded unsupervised remote user testing sessions using the userzoom platform. I would watch through the sessions, analyse the findings, put them together into a ppt presentation and present it to the wider group, often Sales1 and CRO squads.
- Simplify the steps and show only the ones that really add value to the user
- Add a courier name and tracking number so they can track, delivery date and time to coordinate accordingly
- Add estimated delivery date for customers to have a rough idea when it will arrive
- Work on FAQs and start planning some card sorting session, tailor the information to when user’s might need it most
Iteration based on feedback from the user testing
Learnings & Takeaways
- Concept was well received
- Some participants appreciated the estimated go live date upfront
- All the participants would click on the Track your order tile to find out the whereabout of their order
- Most participants were satisfied with the level of detail given with the information, they didn’t find anything confusing
- The majority of participants found the journey super easy, straight forward and to the point