Mechanical design engineer
Sam
I review past purchases when I’m planning the next production line. Show me what I bought and which configuration it was.
Case study · 01
From static archive to self-service.
The client’s Order History rebuilt as one workspace for tracking, reordering, and after-sales — on top of the existing corporate design system.
Redrawn for confidentiality
31
Journeys unified into one experience
3
Research methods, one direction
7
Improvements shipped
01 / The challenge
An archive pretending to be a workspace.
Three disconnected journeys — viewing, tracking, and after-sales — each behind its own page and its own search.
Before
Filter-first. Static rows. No shipment status, no item-level expansion.
After
Orders visible on load. Status per row. Advanced search and item detail in place.
02 / Research
Three methods, one consistent answer.
I started with customer feedback, competitive analysis, and workflow mapping to understand what users needed most and where the experience broke down.
The research confirmed what users wanted: faster search, better order visibility, and easier access to frequent tasks — without switching pages.
03 / Personas
Three customers, three jobs to be done.
Quotes are drawn from customer interviews, aggregated Useberry testing responses, and user-intake notes.
Maintenance technician
Liam
I need order data for warranty claims, technical requests, and documentation. Don’t make me hunt across pages for it.
Channel partner
James
I reorder the same items every week. Get me from the order list to the cart in two clicks, not seven.
04 / Goals
Three things to fix — before anything else.
Search & filtering that actually finds.
Predefined and custom date ranges, multi-field search, filter by shipping status.
Key info visible at both levels.
Order-level overview and item-level detail surfaced in the same view, not behind two clicks.
Connect history to after-sales.
Warranty, technical, repair, and help actions reachable from the order itself.
05 / Concept direction
Three concepts. The strongest patterns survived.
Early explorations probed what should stay and what needed re-thinking. The strongest signals carried into the final design: product images on the row, a list-based layout, an inline order details preview, and a clear information tile for help, returns, and FAQs.
06 / Design approach
Designed inside an enterprise system.
The client’s corporate design guidelines define the tokens, type, and component vocabulary across the platform. The redesign respected those rules — and extended them where the existing library couldn’t carry the work.
Inside (and back into) the corporate design system
New components were designed where the existing library fell short — the date & time picker, the order accordion, the single access point — each specced for engineering handoff.
07 / Testing insights
In their own words.
Density and labelling both surfaced — but users especially valued having shipment summaries visible directly in the order list.
“A clear view of the order — finally, in one place.”
Tester · 01
Mechanical design engineer
“I was trying to figure out what the sub entries were about — titles like Shipment 1 / Shipment 2 would clarify.”
Tester · 02
Maintenance technician
“Once I understood the structure, the list felt intuitive.”
Tester · 03
Channel partner
After testing, we tightened the visual structure of split shipments — so it's clear at first glance which item belongs to which shipment.
08 / Final outcome · Order History redesigned
A page customers can actually finish a job on.
09 / Beyond Order History
The pattern outlived the page.
Order History was the proving ground. The accordion list, advanced search, and inline-action pattern carried into other My Account pages — and the same structural choices opened room for after-sales features that didn’t exist yet.
Now
The pattern carried across My Account.
Same accordion list, advanced search, and inline actions extended into Quantity Contracts and the Contracts order page — one mental model across the customer area.
Next
Room to grow into after-sales.
The redesigned structure leaves space for warranty, technical, repair, and help content — without a re-architecture.
Warranty claims
Submit a claim from the order row itself — no separate form, no separate page.
Technical & repair requests
Pre-filled context from the order. Less typing for the customer, fewer follow-ups.
Help content in place
FAQs and how-tos surfaced where the question gets asked.
The full project
Interested in the full project?
Additional screens and project materials are available during interviews.