Clarifying E-commerce purchase status
Clarified confusing purchase statuses with new subscription notes and benefit card updates.
Boosting transparency, reducing inquiries by 20%, and saving Forma support team 1 full workday.
Duration
6 Weeks
Role
Product Designer
Led end-to-end design
Stakeholder interviews, Wireframes, Prototypes, Competitive analysis,
and User testing
Team
1 Designer (Me)
1 Developer Manager
1 PM
5 Developers
THE COMPANY
Headquarters
Founded
2017
Industry
Revenue
Company size
200+
THE CHALLENGE
When status creates confusion
Users struggled with unclear subscription, benefit, and card statuses, which triggered a high volume of inquiries and lowered satisfaction for both clients and employees.
Meanwhile, the support team was overwhelmed with back-and-forth emails and manual work, creating inefficiencies across the experience.
THE SOLUTION
Transparent status made simple
Designed clear subscription notes and benefit card statuses to bring transparency for customers and reduce confusion.
By providing real-time visibility, we improved the overall user experience while significantly lowering inquiries for clients and the support team.
We achieved
Launched and enrolled by world class companies
Saved for the Forma support team per week
Reduction in member inquiries
RESEARCH
Uncovering problem:
intensive 2 weeks
research sprint
• 8 remote moderated user testing
• 4 Linear tickets
• Analyzing support tickets
• Stakeholder Interview
• Competitive analysis
COMPETITIVE ANALYSIS
How major banks design their card management interfaces?
Across multiple examples—like American Express—I noticed a few common patterns when handling inactive cards:
• Clear notifications
• A visible "canceled" or "inactive" status label
• An option to remove or hide the card
Conceptualization:
Led a cross-functional initiative to improve transparency by addressing key pain points and launching essential support features:
• Subscription Note Feature
• Clarifying Benefit Cards Status
