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the opportunity:

Making it easier for customer support agents to answer the support question, "Where's my order"

1

The ask

To revamp the existing Freshdesk Shopify integration with better features.

The team

Product Designer (me), PM, Engineering squad

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3

The timeline

3 months for research, design, and handoff.

IMPACT
& REVENUE

Increased feature adoption from 2.2% per month to 3% per month and increased customer support productivity. Generated revenue of $600K ARR in 6 months.

Read the release article
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The Impact:
This design increased feature adoption from 2.2% per month to 3% per month.
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01
Introduction to Freshdesk
The success metrics, what Freshdesk does, and what the project is about.
02
User Research
03
Plan of action
04
Mocks
Freshdesk is a Customer Management tool to help businesses resolve their customers' issues.

So when customers reach out via multiple channels, it gets created as support tickets in Freshdesk.
After being assigned support tickets, Freshdesk support agents use the Shopify widget to cancel or refund orders.
And the cycle repeats for every support ticket.
OPPORTUNITY - TO IMPROVE THE EXISTING SHOPIFY WIDGET AND BOOST TICKET RESOLUTION.

Starting with user research - we sent out surveys and questionnaires to our users (qualitative research) to understand in detail how they'd like the integration to be improved and what problems they were facing.


survey results

When asked "How would you like to improve the integration?"

Other requested improvements:
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• 15% wanted to be able to edit the orders
• 13% wanted to view the order status
• 4% wanted better cancellation capabilities
• 3% wanted to see the stock/inventory of their products

user research pt ii

"What kind of queries do your customer support agents get?"

The top 3 queries were:
"Where's my order"
"I would like to return this item"
"Can you cancel my order"

competitor analysis

Other CRM - Ecommerce integrations were compared, and each of them had their pros and cons which were listed. (not shown to comply with the company's policy)

Scope & Planning

Planned added features:

• Add a button to show more order information.
• Improve order cancellation and refund.
• The tracking information was scrapped from the roadmap due to engineering constraints.

Design principles

collaboration and contribution

the team

Product Designer (Me), PM, Engineering Squad

MY CONTRIBUTION
Designing the mocks

I reused components that already existed in the design system, save for one mini button.
I designed this mini button which was was reviewed by the design system team, engineering and product team and then built.

The shopify widget - old integration vs the designed integration

Before (left)  & After (right)

We changed the information architecture of the card and made the Cancel and Refund flows more visible. We also added a More information flow.

the designed integration

The Shopify widget (in the widget area)

The Shopify widget (in detail)

the added flows to the widget

The Shopify widget - deep diving into the changes

Before

The old Refund and Cancel flow and why it didn't work

aFTER

The designed Cancel flow (in a slider)

aFTER

The designed Refund flow (in a slider)

a new addition

A shipping information slider

As part of this project - I also designed an e-commerce onboarding experience for potential customers that come across Freshdesk from Shopify.
The onboarding experience was added as part of the secondary release.

Please note that only half the case study is shown to comply with the company's NDA policy.

Thank you!