User Experience
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Post-Purchase Tracking
New Post-Purchase Tracking Page.
This first-ever B&H post-purchase tracking page allows users to have more information about their package delivery than has heretofore been available. The new page feeds in the status from major carriers and gives the user up-to-date status notifications. It has been designed to account for every scenario of shipping—from regular status to failed attempts to shipping errors.
New Post-Purchase Tracking Carrier Details Layer
The carrier layer lets the user see all the realtime status changes as well as tracking number and additional functionality provided by the carrier.
Some of the findings from user testing on different audiences:
During the design process there was testing done on various parts of the experience. Here is an example of some user testing conducted on two version of the mobile tracking screen.
Some of the findings from user testing of multiple different audiences:
Version A was overwhelming and busy. Users were unclear about what they were looking at. Version B users seemed to care about only the most recent tracking status.
With version B users only seamed to care about the most recent tracking status and not necessity to show all status.
Some users didn’t find it useful to show the carrier. And, from an experience point of view, we didn’t want the user clicking out of the site via the tracking number.
Version B utilized the B&H styled tracking bar with shipping milestones, which users liked and was recognizable from other screens in the shopping experience.
Version B users found that the information was easier to follow and that the shipping data was relevant.
In Version B users liked how the “see all shipping details” was a big button. Users from version A missed that link.
After modifications and revisions from the feedback the final version was created and used.
Password Security update
Password security update
This feature, available across the site, provides users with password requirements to strengthen their account security. When new users highlight the password field, the requirements will show in a tooltip. If an existing user logs in with a weak password, the system will detect and ask them to create a new password using the tooltip.
Help Center
New Help Center page
After doing research though analytics and learned what user were interacting most with. I designed an update that made it easer for the user to find what they are looking for.
Updated Rating and Review experience
New hover overlay to show a quick detail of reviews
Creating an overlay of a quick view of the ratings breakdown saves the user from scrolling down the page and clicking the reviews tab. It helps make the shopping experience faster for the user, who will then convert more efficiently. Also, it positions the product prominently and favorably.
New review badges
New review badges show if the review is from a verified buyer or from the brand’s website. This adds clarity and transparency for the user, creating trust and strengthening the brand.
Review filters and search
This new feature—a filter, sort by, and search for the review section—allows the user to find the desired review. The user now has the ability to sort by verified or other types of reviewers. This also allows the user to search for key words in any review.
Enhancements to Q&A
Update to Q&A experience and UI
Providing an inline answer box keeps the user on the page so there’s less chance of abandoning a potential conversion. An update of the UI in this interaction adds to the brand strength with consistent CTAs and user expectations.
Update to type-ahead experience
This updated type-ahead interaction lets the user clearly see what similar questions have been asked within the input field. This keeps the actions close to what the user is doing, so that there’s no guess work or frustration with asking a question.