Order Tracker Redesign
DoorDash | 2024
Order tracking platform product's mission is ensure every DoorDash customer get fed with a high quality and delightful delivery experiences. As a design lead, my responsibilities include driving E2E design strategy - responsible for reducing user anxiety & recovering from unpleasant deliveries features from strategy to execution. Managed platform components, guidelines and drove platform vision and design standards. Worked with 50+ features teams to ensure execution.
Company:
DoorDash
Role:
Design lead
Year:
2023 - 2024
Challenge
Over time, DoorDash delivery page has taken on a bigger job. From resurant delivery only to multiple vertials and fulfuillment types, the page requires a redesign to support business scale. The challenge is to create a system for teams to build into the surface, while maintaining the main JTBD for users: srat on top of their order status.
Objective
The goals are: 1) Offer a delightful live delivery experience to customers, so that they are determined to come back and build a long-term relationship with DoorDash. 2) Define three tiers of content for this page and will respect this hierarchy across the experience. 3) On top of principles, establish processes to track performance and maintain a high quality bar for each of the tiers
Results
Drove +3% DoubleDash attach rate, -0.3% global cancellation rate, and -1.4% never delivered order rate
