We aimed to simplify the tracking setup process for customers by introducing a setup wizard.
- Scope: Research & Consultation
- Role: Research & Concept
- Tools: Figma, Figjam & HTML
- Collaborators: Stakeholders, UX Writer, Development Team & Product Manager
Concept for the intitial setup page
Current Problem & Concept Creation
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Setting up order tracking with our code was time-consuming, requiring customers to read through documentation, occasional technical expertise, testing, and communication with our technical integrations team.
To simplify this, we developed APIs for popular e-commerce platforms for quicker setup.
I worked with stakeholders on concepts and user flows, and with the UX writer on clear, consistent content. After finalising the designs, I created prototypes to demonstrate interactions with our engineers to minimise technical issues.
Process
First Release
With the first release of the tracking wizard, we offered both easy and advanced setup options.
These guided customers through two paths, allowing them to test and debug orders without contacting our technical team.
We updated the progress bar, limited steps to avoid overwhelming users, and added a sub-navigation stream to indicate the customer’s location during the advanced setup.
Research
After our first release, we used qualitative and quantitative insights to assess the customer experience. Despite easier setup for tracking, customers still encountered issues with debugging and often needed help from our technical integrations team. We also identified difficulties in finding information on some pages, so we had discussions with stakeholders about these pages and made necessary changes.
Outcome
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We enhanced the tracking installation guide by making it easier to integrate the tracking code and conduct test orders. Upon completion, customers are directed to a page that displays the test results.
Successfully setting up tracking triggers a success feedback message, while any issues display warning/error messages. The guide directs customers to resources to resolve any issues, saving time for both customers and our teams, who would have otherwise spent considerable time liaising with each other to set up tracking.
Continuous Iterations
After the research we had conducted and iterations, we found the tracking guide worked well for desktop users which is what most users used. So we focused our iterations on quick fixes to enhance UX, such as adjusting component placement, sizing, interactions, and content.
Key Takeaways
Collaborating closely with stakeholders and engineers, helped the UX writer and me refine and condense the content to create a user-friendly guide.
Before the initial release, A/B testing would have been beneficial to save time on future adjustments.
Continuous iteration post-release is needed to enhance the overall customer experience.
