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[Case Study 03]

Enhancing User Trust with an Order Confirmation Page

B2B e‑commerce

25% Drop in Support Queries: Better Order Confirmation, Higher Trust

Redesigning the page to boost clarity, ease anxiety, and reduce support calls.

[Project Overview]

Faced with a 40% cart abandonment rate, I redesigned the checkout flow to address user pain points by simplifying the process, optimising for mobile, and adding features like autofill and error validation.

[Problem Statement]

The original confirmation page had a confusing layout, lacked vital order information, and left users uncertain about their purchase status, causing frustration and avoidable support queries.

[Industry]

B2B e‑commerce

[My Role]

Product Designer

[Platforms]

Android

[Timeline]

1 month

View Presentation

View Presentation

[Persona]
Suresh Kumar

Kirana Store Owner

I want to restock his kirana shop confidently without order confusion.

Age: 42

Location: Coimbatore, Tamil Nadu

Tech Proficiency: Low

Gender: Male

[Goal]

Place accurate bulk orders quickly for daily essentials.

Get clear, instant confirmation with delivery details.

Avoid unnecessary calls to customer support.

[Frustations]

Wasted time calling support affects his shop routine.

Error messages that don’t explain the issue.

Confusing confirmation page makes him doubt what he ordered.

[Process]
[01] Pain Points in Existing Design

Too basic: Only showed “Order Placed”, confetti, and an order ID.

No item summary: Users couldn’t see what they actually ordered.

No delivery info: No clue when or how the order would arrive.

[01] Pain Points in Existing Design

Too basic: Only showed “Order Placed”, confetti, and an order ID.

No item summary: Users couldn’t see what they actually ordered.

No delivery info: No clue when or how the order would arrive.

[01] Pain Points in Existing Design

Too basic: Only showed “Order Placed”, confetti, and an order ID.

No item summary: Users couldn’t see what they actually ordered.

No delivery info: No clue when or how the order would arrive.

[02] UX Benchmarking

Compared 5 popular apps to identify best practices and missing features.

Noted gaps like missing delivery date and shipping info in our design.

Highlighted opportunities for engagement, like gamification and feedback prompts.

[02] UX Benchmarking

Compared 5 popular apps to identify best practices and missing features.

Noted gaps like missing delivery date and shipping info in our design.

Highlighted opportunities for engagement, like gamification and feedback prompts.

[02] UX Benchmarking

Compared 5 popular apps to identify best practices and missing features.

Noted gaps like missing delivery date and shipping info in our design.

Highlighted opportunities for engagement, like gamification and feedback prompts.

[03 Brainstorming with Stakeholders]

Held in-depth discussions to align user needs, business goals, and technical feasibility.

Identified user savings and visible benefits as a strong, unique differentiator to stand out.

Decided to highlight added value instead of focusing only on basic order tracking.

[03 Brainstorming with Stakeholders]

Held in-depth discussions to align user needs, business goals, and technical feasibility.

Identified user savings and visible benefits as a strong, unique differentiator to stand out.

Decided to highlight added value instead of focusing only on basic order tracking.

[03 Brainstorming with Stakeholders]

Held in-depth discussions to align user needs, business goals, and technical feasibility.

Identified user savings and visible benefits as a strong, unique differentiator to stand out.

Decided to highlight added value instead of focusing only on basic order tracking.

[04 Wireframing]

Structured key features into a clear wireframe with a logical, user-friendly hierarchy.

Divided content into three parts: delivery & savings info, points & schemes details, and NPS feedback.

Explored iterations for each section and finalized the most effective design with the team’s input.

[04 Wireframing]

Structured key features into a clear wireframe with a logical, user-friendly hierarchy.

Divided content into three parts: delivery & savings info, points & schemes details, and NPS feedback.

Explored iterations for each section and finalized the most effective design with the team’s input.

[04 Wireframing]

Structured key features into a clear wireframe with a logical, user-friendly hierarchy.

Divided content into three parts: delivery & savings info, points & schemes details, and NPS feedback.

Explored iterations for each section and finalized the most effective design with the team’s input.

[Outcome]
25% fewer support queries — clearer details reduced confusion.
32% more engagement — savings and coins drove interaction.
Higher trust — better clarity boosted repeat orders.
[Key Learnings]
Clarity Builds Trust:

Clear design reduces anxiety and boosts confidence.

Clarity Builds Trust:

Clear design reduces anxiety and boosts confidence.

Clarity Builds Trust:

Clear design reduces anxiety and boosts confidence.

Feedback is Gold:

Listening to users leads to meaningful solutions.

Feedback is Gold:

Listening to users leads to meaningful solutions.

Feedback is Gold:

Listening to users leads to meaningful solutions.

Early Wins Matter:

Creating impact early sets the tone for future work.

Early Wins Matter:

Creating impact early sets the tone for future work.

Early Wins Matter:

Creating impact early sets the tone for future work.

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