Post Purchase

I led an end-to-end redesign of the post purchase experience in order to create an optimized delivery scheduling flow, and personalized resources for customers.

Problem

Performance indicators 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 in order to understand the behaviors, motivations, and needs of users.

Design Sprint

Organized a cross-functional design workshop to facilitate ideas, and align business objectives 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

Created an intuitive scheduling process that aligned delivery capabilities with more precise dates and times, and allowed for add-on features such as mattress disposal.


Information Hierarchy

Providing clear steps within a redesigned progress indicator and simplifying content areas allowed for users to better understand where they were in the post purchase process.


Smart Bed Resources
Included new resources within the Account Dashboard such as a how to use your smart bed tool, Sleep Number App onboarding, and Sleep Number Rewards onboarding.

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

Order Cancellations - decreased by 10%


Pre-delivery next steps - increased by 45%


Streamlined engagement - fewer clicks from confirmation to delivery