Context
Customers had no reliable, unified way to track the status of complex enterprise orders, generating high call volumes and eroding trust across the post-purchase journey.
Fragmented systems and inconsistent data meant teams spent more time reconciling order states than serving customers.
Approach
Led end-to-end service design research to map the order lifecycle and surface the moments that mattered most to customers.
Designed a single, real-time status experience with clear states, proactive notifications, and a consistent visual language across touchpoints.
Partnered with engineering and operations to align on a shared data model and a phased rollout strategy.
Results
Reduced order-status support inquiries and improved post-purchase satisfaction.
Established a reusable design pattern and data foundation adopted across adjacent products.
More work
