Chewy Confirmation 2020
Desktop
Mobile
These were the exact same page on different devices.
We needed to align the order confirmation experience of mobile and desktop.
Chewy was delivering two sets of markup to the customer’s browser, reducing performance and creating inconsistencies in communication and clarity.
The order confirmation screen felt transactional, and not conversational. We needed to reassure the customer that their order is on its way, that it contained what they were expecting, and let them know of any next steps they should take.
Results
During
There were a lot of direction we experimented with between where we started and where we landed.
This one is pretty close to our end result.
After
Designing mobile-first, I focused on content parity and communicating with the customer by grouping any potential next steps within the order summary.
The product team rallied around the idea that post-purchase, the focus should be more on communicating with the customer “what happens next.”
This also meant designing from the content first, making space to reach out to the customer. Collaborating with the Content Design team from early on made for a smoother project.
If the customer wants more details, I included a button at the bottom to bring the customer back to their Order History screen, where they could get the latest updates on the status of their order.