Order Detail
Case study
·
4 Min Read
Project Snapshot
Goal
Redesign the Order Detail and Order Confirmation pages to make delivery and payment status clear, support reseller tools, and align with Oriflame’s design system.
Role
Lead UX/UI Designer
SCOPE
Order Detail and Order Confirmation pages design for 55+ markets
Market
55+ Oriflame markets. MVP in Czechia and Spain
Impact
Clearer hierarchy for critical information, reduced support load, and improved experience for both customers and resellers. MVP in development.
Context
The Order Detail and Confirmation pages share most components. The Confirmation page appears immediately after purchase, while the Order Detail page is accessed through order history and is one of Oriflame’s most visited pages.
The design had not been updated in over a decade. It had become bloated with secondary features while neglecting key tasks, such as creating a claim, paying for a credited order, or cancelling an order. Critical details like delivery dates and payment status were easy to miss, and workflows varied between markets.
Our aim was to modernise the experience, prioritise the most common user needs, support complex market-specific payment flows, and add tools without overloading the interface. A key goal was to make users more self-sufficient, reducing the need to contact support for order-related tasks they could complete themselves.
The legacy order confirmation page
The legacy order detail page
Who we designed for
Casual Shopper
Everyday beauty and wellness customers who typically pay instantly online or, in some markets, upon delivery. They value reassurance that their order went through and benefit from simple, intuitive paths for actions like making a claim. Clear post-purchase updates can also inspire them to share feedback or product experiences.
Brand Partner
Independent resellers who place multiple orders each month as part of their business. They need quick access to tools like downloadable product lists, invoices, and Business Points summaries. Efficient claim handling and self-service options help them stay independent and reduce reliance on customer support.
What did I do?
User Research
Wireframing
Copywriting
High Fidelity Prototype
Visual Design
I led the UX process from research to delivery. I defined the problem using data and interviews with Support Center staff and customers, mapped the new logic through workshops with Payments and Delivery teams, and designed flows and high-fidelity screens. I ran usability and A/B tests, ensuring the experience worked for both casual shoppers and Brand Partners.
What we learned
Medallia
Google Analytics
User Interviews
Think-Aloud Test
Benchmark
On the Confirmation page, key issues included showing the tracker too early and poor visibility of payment status. In less digitalised markets, users could place an order without paying immediately, but this was only noted in small text despite being crucial. Digital payment failures also lacked clear guidance on what to do next. Stakeholders also saw potential in this page for actions such as referral programs that could benefit both the sender and the recipient.
For the Order Detail page, research showed that the main reason people visited it, both casual shoppers and Brand Partners, was to check their delivery status. The legacy tracker had only three stages: Order placed, Out for delivery, and Delivered. It often stalled at “Out for delivery” because real-time updates from local couriers were missing. With Oriflame operating in more than 55 markets, integrating with all delivery providers was too costly and unsustainable.
Key decisions
The order detail page should focus on managing the order and viewing the delivery date, while the order confirmation page should emphasize the payment status and a positive message indicating everything went well.
Place the delivery date and shipment status at the top in a clear, prominent style for both order detail and confirmation pages.
Show payment methods selection with a clear tailored message on why the previous payment attempt didn’t go through.
Bring quick actions menu to the order detail page that would cover functions such as download product list, download invoice, create a claim, cancel order, and buy all again.
Final Design
Order confirmation
Paid order
Order confirmation
Unpaid order
Order detail
Shipped order
Reflection
Balancing general customer needs with reseller-specific workflows was the core challenge. Focusing on clear delivery and payment communication addressed the majority of pain points. Next steps include tracking impact on support tickets after launch and iterating on the repeat purchase feature based on adoption.