Order Management System
Problem:
Commerce Manager is Meta's business-facing platform that allows businesses to sell their products across Facebook, Marketplace, WhatsApp, and Instagram. It was initially built adhoc as a temporary solution to support Meta's nascent e-commerce ecosystems. As the ecosystem grew, the tool no longer met seller's evolving needs. I had the opportunity to redesign the tool to meet those needs and provide a visual refresh to align with the rest of Meta's business-facing products.
Goal:
User: Meet seller needs by providing a key features of a first-class order management tool; order fulfillment, returns, refunds etc.. Help businesses sell their products across the Meta family of apps.
Meta: Increase e-commerce activity across the family of apps by improving the seller fulfillment processes and response times, thus improving the consumer/buyer purchasing experience.
Meta: Increase e-commerce activity across the family of apps by improving the seller fulfillment processes and response times, thus improving the consumer/buyer purchasing experience.
Solution:
The video/animation below was used to communicate my vision for the transformation of Commerce Manager. This format was easy to circulate across multiple teams and disciplines that worked on the product but weren't involved in the day-to-day development. Specifically, it calls out combining orders and returns into a single entity, this aligned more accurately with our seller's existing mental model.
The video/animation below was used to communicate my vision for the transformation of Commerce Manager. This format was easy to circulate across multiple teams and disciplines that worked on the product but weren't involved in the day-to-day development. Specifically, it calls out combining orders and returns into a single entity, this aligned more accurately with our seller's existing mental model.
The redesign combined orders and returns into a single entity on a single page. This matched our seller's conceptual model of order management.
Challenges:
This was a multi-level redesign that worked across the conceptual level, tactical flow level, and visual design level. Managing this complexity required the prioritization of key surfaces and a phased approach to redesign and development. We redesigned the orders overview and detailed view first (see above), followed by key flows/screens such as refunds, shipping label uploads, and order fulfillment.
This was a multi-level redesign that worked across the conceptual level, tactical flow level, and visual design level. Managing this complexity required the prioritization of key surfaces and a phased approach to redesign and development. We redesigned the orders overview and detailed view first (see above), followed by key flows/screens such as refunds, shipping label uploads, and order fulfillment.
This was a design-led project that aligned with the larger organization's goals of improving the seller experience. It was a long-term success play to unlock opportunities for small businesses. Pushing this project forward required vision sharing and collaboration with multiple teams across the larger organization (e.g. the design systems team).
The complexity of order management also required designing for a variety of error states and worst case scenarios. Below is an example showcasing the challenges of designing credit card/payment inputs when sellers use our platform to purchase shipping labels.
A unique challenge in this project was designing for both the business and consumer experience. Below, on the left is an example of the seller experience for assigning shipping rates. On the right is the consumer experience, in this example it shows the shipping selection experience during checkout on Instagram.
A business/seller sets shipping rates for items in their catalog
A user selects their desired shipping rate during checkout on Instagram.
To learn more about this project and see the details of my design process, please contact me here.
