Dell Order Status Portal
Project Type
UX design capstone project for Dell’s consumer website
My Role
UX/UI Designer
Timeline
4 months
Contribution
User research
Project management
High-fidelity prototype
Validation study
Tools
Adobe XD
Dell is driven to provide technology solutions to a variety of customers through first-rate customer service and experience. They realize that not only do the products have to be good, but they have to be enjoyable to use, learn, fix, and take care of. The UX team at Dell recognized that customers have difficulty locating and understanding the right details after placing an order. Dell tasked us with redesigning their order status portal to improve user satisfaction and contribute to their mission of customer experience.
As a natural leader I took charge of the design efforts in the group, focusing on the prototyping of the new page and the graphic design tasks. Throughout the project, I collaborated with a diverse group of students, along with the UX Design team at Dell, to design an innovative solution to the challenge.
Project Goals
Identify the pain points in Dell’s current order status portal for home consumers through UX research.
Improve the time it takes the user to locate important tracking and order details by minimizing clicks.
As Dell is focused on customer satisfaction, the overall goal for this project is to improve the user experience of placing an order with Dell.
DEFINING THE PROBLEM
Our main research goal was to identify the user goals and common pain points when using the order status portal. To evaluate our research questions and project goals, we used the following methods: Competitive Analysis, Heuristic Evaluation, and Usability Testing.
Research Questions
What information do the users expect to find when they use the order status portal?
What information displayed on order status portals are most useful and commonly searched by users?
What motivates users to use order status portals?
How do the users feel when they are unable to locate the information that they need?
Design Requirements
Based on our research, we determined the following design requirements that influenced our decisions in the design phase:
Tracking Experience - There is a lack of detail that leads the user to click through to the postal service site. These details should be provided within the Dell page
Consolidate the Information - The navigation is misleading and not cohesive
Product Image - There are only words describing the purchased items, no images or visuals
Visual Hierarchy and Action Items - There is a lack of hierarchy, making it difficult to separate the sections and prioritize the information
Product Suggestions - A section should be added to suggest other products to accompany what the customer already bought in order to increase the rate of returning customers
Accessibility of Shipping/Returns FAQ - The FAQ page is disconnected from the order status portal making it difficult for customers to find the answers to questions they may have about their order
DESIGNING THE SOLUTION
The design process began by composing our ideal user flow for the new design. User flow was a top priority because according to our research, we needed to focus on combining several of the pages.
User Flow
Based on the user flow, we designed wireframes to address several requirements such as increased accessibility to help documentation, creating a tracking experience and detailed progress indicator, and including a product image.
Wireframes
The wireframes were then developed into an interactive prototype, which went through several iterations based on feedback from stakeholders. Throughout the design process, we continuously referred back to our UX requirements to ensure our new design addressed our users needs and business goals.
High-Fidelity Prototype
DISCOVERING THE IMPACT
Validation Study
We conducted an A/B test to see how the existing portal and our new design would compare on the same usability test. Based on the results, we concluded that our improved design validated the design requirements that we established in the discovery process.
We also analyzed the designs according to the System Usability Scale test and found that the existing system has a median score of 37.5, while the new system received a score of 90.
Taking these scores into account, we believe that we made a huge difference in the overall perceived usability of the Dell order status portal.
Existing Design
Design Improvements:
Tracking Experience -
Included tracking details
within the Dell pageConsolidate the Information - Orders are organized on one page and grouped in a structured way
Product Image - Added a product image so the user quickly understands which
order they are referencingVisual Hierarchy and Action Items - Used colors and visual cues to separate the sections and prioritize information
Product Suggestions - Added
a Suggested Products section
to drive businessShipping/Returns FAQ - Made this page accessible directly from the portal