Wayfair Account Overhaul
Desktop and Mobile Web Experiences
The Customer Problem: Wayfair customers often have to navigate to our Account settings to access information related to their orders, credit cards, and shipping information, but our experience was a MESS from years of neglect.
The Business Problem: We simply hadn't as a company invested time in maintaining the darker corners of our website like account. Because of this, customer service was having to handle situations that customers couldn't resolve on their own, simply because they were lost.
The Solution: Saying enough is enough and reworking the account section to organize and bucket information in a digestable way.
My Role: Lead UX Designer
What i started with... : (
Research & Analysis
I worked with a product manager to pull the numbers for account usage to understand what our customers were navigating to My Account for. Once I understood that I did a full analysis of our current experience. The links, where they directed to, and what was on each of those pages. I analyzed and took hundreds of screenshots from all of the top e-commerce account experiences and all of Wayfair's competitors.
New Information Architecture
Organized Information architecture, with a plan in place to get us closer to feature parody where it makes sense for the device. Heavy emphasis on Orders and tracking as over 70% of those accessing "My Account" are coming to access those links.