“What’s the difference between Online Order and Store Purchase?”

“Why do I need both email address and order number here?”

“I should just use my order number...”

“There is no hierarchy of information - I’m more interested in the delivery information not the price and product image.”

“If I ordered multiple items - this will be really confusing in the chat, This is taking the whole screen.

”I don’t want to keep entering order numbers and email for multiple orders”

”Can I have Cancel order/Refund options here?”

Define Customer Problem

As a Lowe's customer seeking order assistance through the chat, I want to access my order information quickly and easily, with minimal steps and comprehensive details provided.

Goals

1. Improve Order Status Experience:

• Reduce customer interactions needed to access order status.

• Eliminate customer input for retrieving order status of one or multiple orders.

• Optimize the display of multiple orders/items (e.g., carousel vs. list).

• Create an order card experience that aligns with customer intent and information hierarchy.

2. Secondary Goals:

• Address FAQs related to order status (e.g., package details, return policies).

• Develop experiences to help customers switch to similar items if delayed or canceled.

3. Tertiary Goals:

• Implement proactive chat for recently canceled or delayed orders.

• Develop Spanish-language order status flows.

Guest Order Lookup

• While a conversational order lookup feels more personal, the back and forth can be tedious. A form is easy, efficient, and feels more secure, so it is a better fit for users trying to quickly look up their order information.

• And although more options are generally appreciated, the order number doesn’t seem necessary when most users would gravitate to the convenience of using their email.

• The updated greeting and legal text were also appreciated, which were able to eliminate complaints of clutter seen in previous feedback.
  
  QUOTES:
  ”It felt like one request instead of 3 or 4. It felt like, "Here's what I need from you, fill it in at your own pace."

  
  ”It didn't ask for an obscure order number or something I had to look up, which was convenient. It took two seconds to find my order.”
  
  ”I feel like B was the quickest and most efficient. I feel like I would never use my order number to look something up if I was also able to just use my last name.”

Logged In Order Lookup

• Logged-in users found value in being recognized and felt more assured that the correct information was being pulled when Chat proactively displayed their recent order information.

• While the Small order card design had a slight lead, those seeing the Mini version first didn’t feel lacking in information, and most still felt it met their basic needs to identify an order.

• Users naturally preferred seeing a full menu of options when first opening Chat, to help understand what it can do for them. However, quick and easy access to an agent is also very important and should be provided.
  
  QUOTES:
  ”It's nice to be recognized by the system. It makes me feel like it's going to help me better because it knows me and my order history.”

  
  ”I like the ability to see more than just one previous order. I find the info provided in the smaller options to be sufficient in providing the info that I really need.”

  
  ”I like that I don't have to go through five more steps to reach a real person, I don't mind chat bots, but sometimes I must chat with a real person.”

Order Card Interactions

• While most preferred an expanded order card to the “straight to desktop” design, over three quarters of participants rated all three flow variations as valuable and satisfactory experiences.

• Going straight to the desktop Order Details page is straightforward and satisfies users’ basic needs, but the addition of a quick Track Package option is a helpful bonus.
  
  QUOTES:
  ”I prefer a combination of the 2 or even all 3 options. When forced to pick one, I went with Version 3, but only because of the Track Package button.”
  
  ”I would much prefer to have a similar "Click for full details" button, instead of "Reorder".”
  
  ”Whatever version wins in the end, I always want to be able to easily track my package. All versions were excellent, but a tracking button should be easy to find.”