2016
The customer support team at 1MG was dealing with a deluge of queries regarding order status. The lack of clear information was also contributing to a high cancellation rate.
We understood that with the current state of operations, and the long process of order verification and allocation, we could only deliver at a certain pace, for the time being.
Also we realised, order tracking was hidden behind too many layers in the existing app. And even when a user managed to get there, it was hard to understand
We revised the order listing to prominently indicate status and show names of medicines for easier identification of individual orders.
In the order details, we included two tabs - a summary and tracking. In an active order, tracking was most important and was shown by default. For a completed order, we provided order details by default.
User testing showed the iteration was a significant improvement, but the tabs resulted in inconsistent flow for the user.
An expandable snippet of the tracking followed by other details made sense for both completed and active orders, providing a consistent user experience.
Over the next month, the tracking queries were reduced to almost half and there was a noticeable drop in cancellations as well.