CCS Post Order Experience
INTRODUCTION
CCS Medical is a leading provider of home delivery medical supplies that offers a complete line of quality products such as Diabetes Testing Supplies, Breast Pumps, etc. Currently, meaningful engagement in CCS portal is very low — users weren't doing much other than viewing past orders.
PROBLEM
CCS is spending an incredible amount of time answering calls and replying to emails about the status of their customers' orders, confirming orders, and even tracking customer orders.
When CCS brought this problem to the table, we first started mapping out CCS current portal in order to visualize how information was structured. This enabled us to find out the lack of transparency on what is happening to the order process - which is what's causing the huge call time.
Observation
More than 50% of the supply order process is opaque to patients
Only CCS knows where the patient is in the process - no one else does
Let’s see our previous experience first.
We also decided to analyze our experience flow first. Once a patient places an order, the patient does not have visibility to what happened to their order until the order has been shipped with a tracking number which will lead to the patient contacting CCS to ask about the status of their shipment.
Order History page and Order Detail Page is almost identical; the only difference is products being listed out in the Order Detail Page. Also, when we get into the Order Detail Page, it only shows delivered status, but no way to track where/when delivered from this screen - user would need to go back to previous screen.
OPPORTUNITY
The opportunity was to have a page where patients can see the shipping status updated in real-time with estimated delivery dates and easy-to-find contact information.
When CCS brought this problem to the table, our team sat down together to think about everything that could happen once an order is placed in order to come up with the best solution to solve this issue. While doing this exercise, we were able to uncover many different problems that could occur once the order is placed.
CCS currently has an end-state of “purchased.” However, from the patients perspective, “purchased” is the initial state.
By bringing more clarity to the post-purchase experience, we could give CCS more time to focus on their business and increase customers’ trust in the merchants, and in turn, increase the likelihood of them returning to that store later.
How could we enhance the experience to build retention and make it more dynamic? We decided to put our focus on the post-purchase experience – what happens once you complete your order.
SOLUTION
Dashboard
Order Details Page
EXPLORATIONS
I explored different ideas for how to best present the information we wanted to present.
Since we are trying to make it mobile friendly, my first thought was to go with a modular approach and break the page down to different sections so patients can clearly see things by viewing at different categories.
Order summary
The first section was to show a summary table of the products that are included in the shipment.
Customer Details
This section includes general information of customer and the order such as the shipping or the payment method
Another thing that we thought was helpful was the amount that customer is paying because most of the time, insurance will be covering a portion of it. It would help give clarity on how much customers need to pay/have paid.
As this section has many information that customer already know, I decided to provide the Ability to expand or collapse to simplify the screen and allow user to look for information more easily.
Timeline
See the history of the order throughout your OMS, including the different order statuses along the way
Shipping Details
Providing a link to track shipment once order is shipped. Included image of who the carrier to make it more visually interesting.
Payment
Providing a breakdown of the total cost of the order, how much insurance will cover and how much customer owes. A link to navigate to check their account balance and make any needed payments.
PUTTING IT ALL TOGETHER
