Managing an order
The client wanted to update users on order status and vehicle journey, and require tasks to finalise purchases.
Our manage feature was more complex than a standard progress tracker because users not only viewed the vehicle status/journey post-order but also completed tasks at each step to finalize their purchase. It combined a step tracker, guiding users through the purchase process, with a progress tracker, showing status updates beyond users' control, such as postal services.
Problem space
We began our research by examining best practices from different industries to accommodate both the user journey and the vehicle's progress status.
We explored experiences from postal service tracking systems, checkout journeys, gamification of progress trackers, and learning applications like Duolingo. Some initial concepts, discussed and ideated through workshops, included splitting the visual to enable users to toggle between pre-purchase tasks and the vehicle's status/progress. For the latter, we considered using status stickers to keep users informed about the different states of the vehicle: in production, in transit, arrived, being delivered. This approach aimed to manage anxiety and expectations while also allowing users to get excited about what’s coming.
Due to timelines, global alignment, and IT scope, we had to move quickly and simplify the experience. Key stakeholders, as it was a business requirement, had the final say and approval on the proposal.
Solution space
The solution was a step tracker where the vehicle’s journey (progression) was used as the title of each step. Under each step, we included mandatory tasks that users had to complete before finalising their orders/pre-orders and receiving the vehicle.
These mandatory tasks were introduced to users one at a time, each with a primary CTA to complete the requested step. Once a task was completed, users would wait for the next one to become active. The final step of this journey was 'Delivery,' where users were prompted to book a date to receive the vehicle.
This hybrid approach between a step tracker and the vehicle progress status helped balance both user needs and business requirements. It provided guidance to users and built excitement about getting a new vehicle. Quick testing validated this approach, proving it to be the right way to go.
Objectives and key results
We designed a multi-step purchase journey that guided users through various financial plans while keeping them informed about the status of the vehicle they were purchasing. This approach provided a seamless and informative user experience, balancing the need for detailed financial information with "real-time updates" on vehicle progress.
Although the client did not disclose specific success metrics, they expressed full satisfaction with the results. The enhanced journey effectively met user needs and business goals, ensuring a smooth and engaging purchase process.
