MPB
Creating MPB's first on-platform order tracking experience
Since MVP users have been making contact with customer service to receive order updates, and it made up for around 20% of total requests. My goal was to bring this experience to the platform and provide customers with tracking updates so they know that they can trust and depend on MPB, creating a powerful way to improve the customer’s shopping experience.
Problems are users were sharing
"After I placed my order I went back to check on the website but couldn't find anywhere to view the progress of my order which was surprising to me."
"For the amount of money my camera was worth I was worried it hadn't arrived at MPB, so in the end, I had to get in touch to make sure it arrived safely."
"I needed a camera that week for a shoot but after placing the order I was unsure what exactly was happening with my order as there was no way to track progress on the website."
What did our users want to see from MPB
Confirmation
They wanted to know if their order was either being processed or if they were trading to us that their kit had arrived safely at MPB.
Progress
Users were looking to come back to the account section and see progress with their order and understand the status of it at any one time.
Time
Our users were looking to understand the timeframe for their order or trade-in to be processed in order to understand when they could expect to receive their kit, or payment if they were trading.
User goals for the solution
The user should have visibility of a clear system that can inform them of the status of their order at that given moment.
The user should be informed if their order/trade is going to be delayed or adjusted.
The user should be informed of expected timeframes related to any one stage of the order/trade process.
The user should be able to accept or reject an adjusted trade quote within the order updates component.
Business goals for the solution
Reduce the number of customer requests for order updates.
Automate order tracking systems. The fewer calls the customer services team receives the more they can focus on other services.
Provide a way for a user to accept an adjusted quote within the order tracking feature.
The solution
