Post Purchase

I lead a complete redesign of the post purchase experience in order to create an optimized delivery scheduling flow, and personalized resources for customers.

Problem

KPIs showed there was a 20% increase in order cancellations. User feedback provided insights that estimated delivery dates, buyer’s remorse, or the level of technology associated with Sleep Number’s smart beds were impacting returns.

Research included collaborating with cross-functional teams to align businnes and user goals and ideate solutions. 

Design Sprint

Organized a cross-functional workshop to facilitate ideas, and define business and user needs.


User Research

Conducted a competitive analysis, explored best practices, and gathered existing metrics to identify areas of opportunity.


Usability Testing

Facilitated moderated testing on polished designs to gather unbiased feedback.

During the design process, I closely collaborated with Product Managers, Engineers, and Stakeholders to define vision and strategy, and align communication across the entire design process.

Scheduling

Provided an intuitive scheduling process that aligned delivery capabilities with more precise dates and times.


Information Hierarchy

Highlighted key information provided by user feedback earlier in the shopping and checkout path to provide clarity on delivery.


Engagement

Included resources such as steps to create an account, Sleep Number app onboarding, and information on smart bed features to keep customers engaged.

Creating a more engaging post-purchase experience for users, provided clarity for customers between order to delivery.

Order Cancellations - decreased by 10%


Pre-delivery next steps - increased by 45%


Streamlined engagement - fewer clicks from confirmation to delivery