2024
Myntra
Case- Study
Background
Redesigned Myntra's My Orders page to address confusion and poor discoverability. Through research with sixteen users, I identified critical pain points, including buried delivery dates, unclear subscription information, and the inability to filter orders. I explored two prototypes, tested with users, and launched a simplified design that prominently surfaced delivery information. Results: forty percent reduction in support tickets and twenty percent increase in customer satisfaction.
Core problem
Challenges included aligning stakeholders on design direction, managing complexity across different order types and models, and coordinating between product and business teams on a high-impact redesign
The Approach for My Orders
Started with discovery to understand the existing experience, followed by user research with sixteen users through in-depth interviews. Synthesised findings into key pain points, then explored multiple design directions through ideation. Built two prototypes, tested with users to validate the best solution, and collaborated with developers for a smooth handoff.
Steps Taken
Discovery — Audited the existing My Orders page, mapped the current user journey, and identified usability gaps in the outdated design
Research — Conducted in-depth interviews with sixteen users to understand their mental models, behaviours, and frustrations around order tracking and management
Synthesis — Analysed research findings to surface key pain points, including buried delivery dates, confusion around SIP and auto delivery, inability to filter orders, and high dependency on customer support
Ideation — Explored multiple design directions from segment level to minimal layouts, generating two primary concepts — a listing view and a shipment level view
Prototyping — Built two detailed prototypes representing each design direction, ensuring both were realistic enough for meaningful user feedback
Testing — Conducted usability testing with users to compare both prototypes, gathering qualitative insights to validate which approach was clearer and more intuitive
Handoff — Created detailed design specifications and worked closely with developers to ensure the final design was accurately implemented without losing key interactions or details
Key Improvements
Simplified Layout — Decluttered the overall design to reduce cognitive load and make order information easier to scan
Added Filters — Introduced filtering functionality to help users quickly find specific orders across a large order history
Shipment Level View — Restructured orders by shipment for clearer visibility of delivery status
Reduced Support Dependency — Clearer information hierarchy meant users could self-serve without calling customer support
Results and Impact
40% reduction in support tickets due to clearer order information
20% increase in customer satisfaction post-purchase
35% decrease in returns
₹4.1 crore in projected annual cost savings
2024
Myntra
Case- Study