boxed // responsive web + app // postorder

Company:

BOXED

>> Reduced Post-Checkout Friction with a Smart Add-to-Order Window.

>> Driving Cross-Functional Execution from Concept to Launch.

>> Data-Driven Insights Informed a Time-Bound Solution.

>> Design a Seamless Post-Checkout Intervention.

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>> Reduced Post-Checkout Support Requests.

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Year:

2021

As an Associate Product Designer, I partnered closely with the Lead Designer, Product, and Customer Support teams to define the problem space and execute a seamless subscription flow.
I translated insights into final high-fidelity designs and collaborated with Engineering to ensure accurate implementation, including precise timing logic and integration within the order system. A thorough visual QA ensured interactions, messaging, and layouts were delivered as intended prior to release.
Support ticket trends were analyzed to understand when and why customers requested post-checkout order modifications. The data revealed that the majority of “add-to-order” requests occurred within 10 minutes of purchase, validating the opportunity for a short, structured intervention.

Grounded in usability best practices, the solution was designed to be discoverable, clearly time-bound, and easy to act on, minimizing confusion while empowering customers with immediate control.
A post-checkout flow that activated within the 10-minute buffer was mapped, enabling customers to quickly modify their order without disrupting the existing purchase experience.

A prominent yet unobtrusive call-to-action was introduced on the order confirmation screen, prompting users to add forgotten items. This module was reinforced in the confirmation email to ensure discoverability across touchpoints. The experience was intentionally designed to align with established checkout patterns, maintaining visual and behavioral consistency.
Duration:

2 Months

Overall, the team discovered that:

  1. Small, more targeted UX interventions can significantly reduce support overhead.

  2. Data-driven insights guide design decisions and guarantee measurable impact.

  3. Design is constant iteration, allowing for future opportunities. For example, A/B test extending buffer times or explore smart suggestions (based on previous orders or shopping patterns) for forgotten items during checkout.

Boxed identified a recurring pain point: customers frequently requested support to add items after checkout. To address this,  a 10-minute “add-to-order” window was introduced, giving users a short, intuitive buffer to include forgotten items.
This design reduced unnecessary support requests while enhancing the post-purchase experience, empowering customers to correct mistakes quickly and confidently.
The introduction of the 10-minute add-to-order window significantly decreased support tickets related to post-order modifications, reducing volume.

Beyond operational impact, the feature empowered customers with immediate control and flexibility after checkout — improving confidence in their purchase while streamlining workload for the customer support team.

Key Takeaways