Post-purchase User experience
Receipts View is a one-stop shop in Yahoo Mail designed to simplify post-purchase management. It helps users organize receipts, track packages, monitor returns, and identify refunds effortlessly.
MY ROLE AND MISSION
I was the Design Lead for Receipts View. In 2021, I joined the team with a mission to design and launch the Receipts View feature. This initiative aimed to streamline commerce management, enhance commerce utilities, and help Yahoo Mail stand out while driving higher user engagement and revenue growth.
OUTCOME
The final design drove a 230% increase in user engagement and contributed to $46M in annual revenue.
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DURATION
Dec 2021 - Nov 2023.
TEAM
4 Designers, 3 Product Managers, 2 Data Analysts, 3 Researchers, 10+ Engineers
#1
BUSINESS PROBLEM
Yahoo Mail struggles with brand differentiation, declining user engagement, and fragmented post-purchase experiences.
#3
SOLUTION
The Receipts View provides a one-stop hub for organizing receipts, tracking packages, returns, and refunds. It simplifies post-purchase workflows, enhancing user convenience and driving engagement.
#2
USER PROBLEM
Users face inefficiencies in managing receipts, tracking packages, and monitoring return/refunds due to a lack of centralized tools.
#4
TARGET USERS
Frequent Shoppers
Regular online buyers need efficient tools for receipts and package management.
Final Design Overview
#0 Shop done!
#1 What I bought?
USER PROBLEM SOLVED
No need to dig through inbox by providing an organized view of purchases, including amounts, items, and dates, for easy access and tracking.
Design Detail
Before
After
1 Visual Hierarchy Updated
Prioritizing important information and efficiently using space
Before
Hierarchy: The "Price" is placed below the product name, making it less prominent compared to other details.
Alignment: Key details (Merchant name, Product name, Price) are stacked, increasing vertical space usage.
Structure: The layout separates the "Date" and "Price" on opposite sides, which might make scanning details less intuitive
After
Improved Hierarchy: Based on information’s priority, highlighting "Price" and Marchant name, making it more noticeable and scannable.
Efficient Use of Space: The details are presented in a single row, reducing vertical space usage and improving readability.
Enhanced Balance: The new layout creates a cleaner, more balanced visual presentation with better alignment of elements.
2 Swipeable Items Images
Quickly view items in their purchases without needing to open emails. This saves time, reduces clicks, and provides a seamless browsing experience
3 Special receipt cases
Increase user case coverage which address the diversity of user transactions, improves the clarity and recall of receipts, and ensures a seamless experience even when data limitations exist.
User case #1: Digital services receipts
IExpanded coverage to include all receipts tied to payments, making it more comprehensive for users managing both physical and digital transactions
User case #2: Ridesharing app receipts
Extracts destination addresses and displays them as product names
User case #3: Fallback
In cases where the product name cannot be extracted or is unavailable, we show “Your receipt” in the product name section
#2 Where Are My Packages?
USER PROBLEM SOLVED
Difficult to keep track of package statuses across multiple purchases, requiring a centralized solution to simplify package tracking and reduce effort
Design Detail
1 Shipment status
Easily monitor their package progress. This streamlined design saves time by offering a quick visual overview of delivery updates without opening additional emails or apps.
2 Shipment history
The shipment history feature allows users to toggle between a collapsed view for quick status updates and a detailed view for full shipment history.
Receipts view
Package details
This design provides flexibility, enabling users to quickly check delivery progress or dive deeper into shipment details, such as tracking numbers, timestamps, and package contents, all in one place.
#3 Hug, I Need To Return
USER PROBLEM SOLVED
Tracking Return Policies: Users often struggle to keep track of varying return windows for different merchants. The design provides clear, easily accessible return timelines.
USER PROBLEM SOLVED
Simplified Returns: Provide tools to make initiating returns easier, such as scheduling pickups and generating packing slips directly
BUSINESS OPPORTUNITY
This feature leverages a partnership with DoorDash to address user demand for convenient return services. Users are willing to pay a small fee to have packages picked up and dropped off for them, creating a monetizable opportunity.
#4 When My Money Will Back?
USER PROBLEM SOLVED
Users struggle to track refunds due to unclear timelines, lack of updates on return status, and insufficient communication about refund progress.
This creates anxiety, uncertainty, and the need to frequently check bank accounts, leading to a frustrating and inefficient experience in managing their returns and refunds.
Design Detail
1 Return statuses
The return statuses feature provides four clear stages to track the return and refund process. This design ensures users are informed at every step that simplifies tracking, offering a seamless and stress-free experience for managing returns and refunds.
2 Special user case
Return partial items from one receipts
The Result
Measure Success
Receipts View was initially launched in October 2022 as part of the Yahoo Mail 2022 Update MVP feature.
For Business
Generated $46 million in annual revenue from commerce utilities.
For Users
The final design boosted the usage of post-purchase features by 230%
Users’ feedback
"Receipts tab is hugely important because I'm always digging through my inbox for receipts. Always. Always. Always, always. "
"I use receipts tab. I think at least a couple of times a week because it's really convenient for me. Before, I would have to go through a lot of my emails in order for me to find a particular email confirmation or receipts."
“Fantastic App. I absolutely love the new features in here! I. An have all my email accounts in one spot and the package tracking is great! Shows up right at top with cute graphics to show me my stuff is in its way. Way to go Yahoo! Love it!”
“Easy to navigate. Reminds you of bill’s upcoming and packages arriving Reminds you on a lot of important emails that we tend to forget as our life goes on. Thank you”
"The receipts tab is something I've not seen actually in other email apps. That was something different. When I clicked on it, I saw that it was a very useful will all the receipts that I have."
#5 In the future
Business Goals
Acquire new users for Yahoo Mail by offering enhanced commerce utilities.
Help users save time and money while shopping, creating differentiation from competitors.
User Problems Solved
Pre-Purchase:
Users need a better way to discover deals, apply discounts, and track offers.
Lack of centralized tools for saving time when searching for coupons and promotions.
Purchase:
Manual application of promo codes at checkout is tedious.
Users need features like auto-application of valid coupons, quick checkout with pre-filled information, and access to rewards or gift cards.
Post-Purchase:
Users struggle with tracking packages, managing receipts, and initiating returns.
Consolidated notifications and features for easy re-engagement with their purchases are missing.