The wheels are in motion.
How a broken order tracker was overwhelming the call center.
My role
Contributions: Design direction, solution framing, cross-functional alignment
The ask
17% of inbound calls to the Driveway call center were customers just wanting to know what the state of their order was. Not a problem with their order. Not a complaint. Just a status check that the product should have been handling.
The ask was simple: give customers enough information that they don't need to call.
The busted ‘ol tracker
You placed your order. The tracker said "Order Received." Then... it just kind of stayed there.
Well, ok, not for all orders, but if a vehicle swap happened, which it did for 87% of orders, the order was redesked in Salesforce and the tracker didn't know. Customers didn't know. But the call center knew, because their phones didn't stop!
The call center was doing the job the product should have been doing.
Before touching Figma, we mapped the whole thing
We worked with the call center to map the full internal process, every phase, every state change, every Salesforce trigger along the way.
It was a lot. So while it definitely needed to be filtered, our existing tracker may have overshot the mark.
What does a customer actually need to know?
Out of everything in that spreadsheet, customers really need three things:
Where am I in the process?
Is there anything I need to do right now?
What's happening on your end if there isn't?
Everything else is noise.
Three distinct layers. One job each.
The tracker showed where you were.
The page surfaced what you needed to do next.
The detail panel gave you the full picture if you wanted it.
Four phases to your driveway.
The full Salesforce process collapsed nicely into 4 customer-facing phases. The complexity stays hidden and the customer know exactly where they are in the process.
When to go bespoke.
Stakeholders wanted something more visually engaging. The design system wasn't the right tool for this one. We built something bespoke. Purpose-built for a customer who just spent a lot of money and wants to feel like it.
How it all came together.
From confirming your order to vehicle delivery. Contextual content that shifts based on where you are. Self-serve tasks when there's something to do. Clear explanation of what's happening on our end when there isn't.