Shippo Case Study

Merchant Order Management

The goal of the Shippo is to become the shipping layer of the internet. Many e-commerce merchants struggle in fulfilling their online orders cheaply and efficiently, and Shippo needed to be the one-stop to visualize, organize, and fulfill many orders with as little clicks as possible, for any type of small-business. Another goal was to be the thought-leader in online fulfillment, so that merchants become aware of extra features like returns, parcel insurance, and international shipping gracefully as they grow their business.

I created a value map of the needs of the merchant, aligned to the jobs of Shippo, as well as the goals of the product.

I tested a concept with low fidelity online prototypes to understand what is self-discoverable and completed without guidance for non-Shippo and existing Shippo customers. The goal was to create a vision for the Orders page that eases the understanding of fulfillment for new users, as well as reducing frustration for existing users.

Upon initial launch in 2022, this project launched on Shippo.com in three phases, with iterative monitoring and customer interviews until final release. Additional learnings from new users and high-volume merchants challenge the viability of this new flow, which is the current focus of 2023.

Concurrent to this project was to improve the Design and Development process by creating a comprehensive Figma Design System, matched by a component library managed in Chromatic. The design system’s priority was simplicity and reusability, extending and matching the customer mental model.