Product Lifecycle Support Mobile Redesign

Amazon, 2018

Helping the customer get the most out of their purchase.

Can we fix an item before a customer chooses to return it? In order to stem customers from choosing to return a broken hardware item (a costly process for Amazon), we were tasked to redesign a page that provided customers with post-purchase care options.

We call it the Product Lifecycle Support (PLS) page.

The previous PLS experience. The customer can choose between talking to a technician or getting a repair.

Understanding the space

First we created a project canvas to get our heads around the space. As I had just joined this product, it was important for me to know who were the stakeholders and what work had already been done in the space. After reviewing this material, I had derived that the current experience suffers in three key areas:

• Usability - Customers did not understand the content on PLS pages.
• Clarity - Customers were unclear who was providing the support. For repairs, customers were unsure of what the process would entail.
• Confidence - Customers didn’t have enough information to decide whether to take an action. They were also unsure that the associates that would help them would be knowledgable enough to provide support.

Starting out right

I wanted to understand exactly what was needed from this experience, so I worked with my PM stakeholders to draft use cases.

Customer intercepts

After going through design explorations, we needed a way to get feedback to validate the direction we were heading. As we were a scrappy team and had no dedicated UX researcher, I took the initiative to do more guerrilla-style customer intercepts.

This resulted in several changes that were made to the design.

Final Design

For the final deliverable, I created a modular, card-based hub that displays all the post-purchase care options in one scrollable page.