boxed // responsive web + app // postorder

Company:

BOXED

Overview

The Challenge

Roles and
Responsibilities

The Process

Year:

2021

As an Associate Product Designer, I worked closely with the lead product designer, product team and customer support team to understand this problem and to execute the final flow for this new feature. Once the final mocks were handed off, I worked with engineering team to ensure proper timing logic and integration within the order system. Also conducted a visual QA to confirm that the interactions, messaging and layout were implemented as intended.

Research & Insight

It was important to analyze all related support tickets to identify trends and understand the timing of the add-to-order requests. After careful review, the team determined that the majority of requests occurred within 10 minutes of an order being placed, validating the need for a time-bound solution. Usability principles were considered to ensure that the feature would be discoverable, clear and actionable without creating confusion for customers.

Wireframes

A post-checkout flow was mapped for adding any items within the 10-minute buffer. It was critical to design a clear call-to-action that allowed customers to modify their order immediately after purchase. A module was included on the order confirmation screen asking if the user forgot something in their order. This same module would be reflected in the order confirmation email as well. Visually intuitive aside, the flow needed to keep consistency with the existing checkout experience.

Final Designs

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 is the better way to shop bulk. It is an online and mobile membership-free wholesale retailer that offers direct delivery of bulk-sized packages, ranging from groceries, household and paper goods, directly to your home or office.

Boxed noticed a recurring issue: customers frequently submitted support requests to add items to their orders after checkout. The goal was to reduce these requests by enabling a 10-minute “add-to-order” window, giving customers a short buffer to include forgotten items immediately after placing an order.

Repeat customers were often purchasing the same household essentials (e.g., paper goods, snacks) but were not consistently using subscription options. Boxed didn’t offer a subscription service, and customers needed a unified, intuitive checkout and subscription management experience to maximize conversion.

How might we increase average order value while providing customers a seamless way to benefit from recurring orders?

Impact

This flow significantly reduced the volume of support tickets for post order additions by 72.8%. It was determined that it provided customers with more control and flexibility immediately after checkout, in addition to improving operational efficiency for the customer support team.

Key Takeaways