webstaurantstore
Redesigning the Order Management Experience
I led the end-to-end design of WebstaurantStore’s mobile order experience - a high-traffic flow that helps customers quickly track orders and stay on schedule. It’s now driving faster reorders, fewer support tickets, and shaping our desktop redesign.
ROLE
Product Designer
TIMELINE
2023 - 2025
Team
why this matters
For an e-commerce platform, order experience is core to business success
If people can’t find their order info or don’t understand what’s coming when, they get frustrated. That frustration often ends up as a support call. But when it’s done right? It builds trust, reduces confusion, and keeps people coming back.
OUR GOAL
Make it easy for customers to track orders and find past items - reducing friction, building trust, and keeping them coming back
impact
Cutting reorder time by ~59%
Design adopted by desktop
Highlights
This work spanned 2 major phases:
Order 1.0: Mobile MVP launch (3 months)
Order 2.0: Iterative improvements based on real usage (1+ year)
This is a limited case study. Feel free to reach out for more.
Order 1.0 | SEP 2022 - Dec 2022
Bringing the order experience to mobile MVP
Business need
When we launched the mobile app, we needed to carry over core desktop features. Order tracking was one of the most complex and important flows.
Goals
Bring core desktop order tracking to mobile in a way that’s simple, clear, and MVP-ready.
Challenge
A single order could include multiple shipments, packages and carriers. Turning that complexity into a clean, mobile-friendly UI without losing key details was the biggest challenge.
Results
Shipped on time with zero critical production issues
Influenced the redesign of the desktop experience
Order 2.0 | dec 2023 - aug 2025
Iterating on what we shipped
Business need
After launch, data and support feedback made it clear the MVP wasn’t enough. “Where’s my order?” was still a top support driver.
Goals
Help users quickly see their shipments, track without friction, and rely on accurate delivery info.
Challenge
Data constraints
We don't have reliable ETAs yet, so we designed around incomplete info while the accuracy work was still TBD.
Roadmap pivots
Midway through, the warehouse flow changes and our first design no longer fit. We had to adjust quickly and keep things moving.
Results
A new version around shipment-level clarity. Instead of order based layout, the order history will have shipment based layout for instant infomation right away.
Cutting reorder time by
~ 59%
across user segments
Created the foundation for future ETA improvements
Design adopted for upcoming desktop redesign
Reflection
What I learned
Design isn't set in stone
The first version is never the final one. I had to revisit the experience often, using data and feedback to guide continuous iteration. Each cycle made the product more useful and trustworthy.
Collaboration is key
Working side by side with engineering and leadership meant we could adapt quickly when priorities shifted. That alignment helped us pivot smoothly without slowing the team down.
Designing with limitations
The key was staying focused on what users truly needed while finding flexible ways to deliver within those boundaries.
