The information that was shown to the user was too basic and doesn't answer all the doubts that they had once the order was placed. At that moment the information showed was:
To find out what our users needed, I conducted interviews and read ratings they wrote on the App Store and Play Store, as well as those they wrote on the NPS. There was information missing in the order details that was very important for users such as:
We needed to change the information architecture of this screen and for this, we started it from scratch. We realized that we could make this screen have as many modules as the business needed in the future and likewise give the Marketing or Sales teams the possibility to have cross-selling items or informational (tutorial) modules where the client can be informed about new products, features, or personalized messages.
After this, we did user testing to find out which modules we were proposing were the ones that made the most sense to people.
After knowing what information should be and the order in which we should present it, we could now make the interface mockup (UI Design) and do the last tests with users to finish validating our solution.
By lowering the number of customer service tickets by 25%, customer service agents had two extra hours per week to deal with inquiries about changes in orders.
Customer service tickets
Extra per week per agent