MY ROLE
Product Designer
User Researcher
UX Writer
PLATFORM
Mobile Design
TIMELINE
May - Aug 2024
TEAM
Product Manager
User Research
Development
Marketing
MY ROLE
Product Designer
User Researcher
UX Writer
PLATFORM
Mobile Design
TIMELINE
May - Aug 2024
TEAM
Product Manager
User Research
Development
Marketing
MY ROLE
Product Designer
User Researcher
UX Writer
PLATFORM
Mobile Design
TIMELINE
May - Aug 2024
TEAM
Product Manager
User Research
Development
Marketing
OVERVIEW
Meituan Youxuan is an e-commerce platform that offers a next-day arrival shopping model, allowing consumers to pre-order items for next-day pickup. During the summer, I joined as a product designer, working on multiple UX projects to support business growth and enhance user experience
OVERVIEW
Meituan Youxuan is an e-commerce platform that offers a next-day arrival shopping model, allowing consumers to pre-order items for next-day pickup. During the summer, I joined as a product designer, working on multiple UX projects to support business growth and enhance user experience
OVERVIEW
Meituan Youxuan is an e-commerce platform that offers a next-day arrival shopping model, allowing consumers to pre-order items for next-day pickup. During the summer, I joined as a product designer, working on multiple UX projects to support business growth and enhance user experience
DESIGN JOURNEY
Project Overview
Improving the Customer Report Page for Accurate Evidence and Efficient Complaint Handling
Improving the Customer Report Page for Accurate Evidence and Efficient Complaint Handling
Optimized evidence submission ensures valid proof, fewer rejections, and faster reviews—improving user satisfaction and business efficiency.
Optimized evidence submission ensures valid proof, fewer rejections, and faster reviews—improving user satisfaction and business efficiency.
Final Outcome
[For Business]
Backend ticket processing speed increased by
Backend ticket processing speed increased by
60%
60%
[For User]
[For User]
Improve the efficiency of complaint submission by
Improve the efficiency of complaint submission by
40%
40%
[For User]
[For User]
Ease of use for the evidence submission enhanced by
Ease of use for the evidence submission enhanced by
80%
80%
CURRENT CHALLENGE
Missing evidence submission on the Customer Report Page created manual review delays, raising rejection rates and slowing complaint resolution
BUSINESS GOAL
Improving Complaint Handling Efficiency and User Satisfaction:
By optimizing the submission process, users can provide valid, category-matched evidence, reducing invalid complaints and rejections while increasing user satisfaction and review efficiency.
PROBLEM DISCOVERIES
Identifying pain points and improvement opportunities from the current design
I analyzed the existing page flow to uncover usability gaps and explored how design could improve user experience and optimize evidence submission
DESIGN GOAL
Defining Design Goals to Balance Business Needs and User Experience
Opportunities
Make key information fields mandatory
Make key information fields mandatory
Provide upload examples to guide users
Provide upload examples to guide users
Refine layout for clearer information flow
Refine layout for clearer information flow
Refresh page design to align with design system
Refresh page design to align with design system
Goals
Ensure the complaint information is clear and easy to understand.
Ensure the complaint information is clear and easy to understand.
Reduce user effort and improve the efficiency of complaint submission.
Reduce user effort and improve the efficiency of complaint submission.
Business Outcome
Valid Evidence 🎉
Valid Evidence 🎉
Valid Evidence 🎉
Valid Evidence 🎉
Valid Evidence 🎉
Valid Evidence 🎉
Improve the accuracy of evidence uploads and increase the efficiency of manual complaint processing.
Improve the accuracy of evidence uploads and increase the efficiency of manual complaint processing.
DESIGN EXPLORATION
Ensuring "Upload Evidence Sample" Stands Out Through Interaction Design
I realized the ‘Upload Example’ must always be visible to users, so my design exploration focused on the evidence pop-up interaction.
Iteration 1:
Example Placed Beside Upload Button
Iteration 1:
Example Placed Beside Upload Button
The “Upload Example” is positioned directly next to the upload button, making both elements visible together.
The “Upload Example” is positioned directly next to the upload button, making both elements visible together.
Pros
Example is immediately noticeable, increasing visibility and encouraging correct uploads.
Example is immediately noticeable, increasing visibility and encouraging correct uploads.
Cons
Takes up horizontal space, which may affect layout balance on smaller screens.
Takes up horizontal space, which may affect layout balance on smaller screens.
Iteration 2:
Popup Example After Upload Action
Iteration 2:
Popup Example After Upload Action
The example appears only after the user clicks the upload button.
The example appears only after the user clicks the upload button.
Pros
Keeps the interface clean and uncluttered.
Keeps the interface clean and uncluttered.
Cons
Example is hidden until after action; requires two steps, lowering discoverability.
Example is hidden until after action; requires two steps, lowering discoverability.
Iteration 3:
Hyperlink to View Evidence Example
Iteration 3:
Hyperlink to View Evidence Example
A text hyperlink allows users to open the evidence example on demand.
A text hyperlink allows users to open the evidence example on demand.
Pros
Saves screen space and offers flexibility for users who need guidance.
Saves screen space and offers flexibility for users who need guidance.
Cons
Relies on users noticing and clicking the link; risk of being overlooked.
Relies on users noticing and clicking the link; risk of being overlooked.
Iteration 4:
Simplified Upload with Hyperlink Example
Iteration 4:
Simplified Upload with Hyperlink Example
Users access the example via a hyperlink; uploaded content is no longer differentiated by title.
Users access the example via a hyperlink; uploaded content is no longer differentiated by title.
Pros
Simplifies the submission interface and reduces cognitive load.
Simplifies the submission interface and reduces cognitive load.
Cons
Example guidance is less prominent, which may reduce correct evidence uploads.
Example guidance is less prominent, which may reduce correct evidence uploads.
Aligned Design with Business Goals and Technical Constraints
In design reviews with the product and development teams, I aligned solutions with business goals and technical constraints to ensure efficient delivery
Even though I think that by working together with the After-Sales product team and the development team in the design review session, I learned more about the product’s goal as well as the technical constraints. We together seek the best solution for the improvement and ensure the feature can be rapidly launched.
"Nice work, Lesi. I like Iteration 1—it makes the examples super clear, which should cut down on invalid complaints and save the team review time."
"Nice work, Lesi. I like Iteration 1—it makes the examples super clear, which should cut down on invalid complaints and save the team review time."
"Nice work, Lesi. I like Iteration 1—it makes the examples super clear, which should cut down on invalid complaints and save the team review time."
- Product Manager
- Product Manager
- Product Manager
FINAL DESIGN
Incorporating feedback from the product manager, I refined my design to align with the business goals. Here is the final version.
Incorporating feedback from the product manager, I refined my design to align with the business goals. Here is the final version.
Incorporating feedback from the product manager, I refined my design to align with the business goals. Here is the final version.
Reordered Complaint and Evidence Sections
Reordered Complaint and Evidence Sections
Placed “Complaint Description” before “Upload Evidence” so users focus on required details before attaching images or videos.
Placed “Complaint Description” before “Upload Evidence” so users focus on required details before attaching images or videos.
Prominent Upload Examples
Prominent Upload Examples
Displayed clear examples beside the upload field, helping users understand the correct format before submitting.
Displayed clear examples beside the upload field, helping users understand the correct format before submitting.
Mandated Evidence Uploads
Mandated Evidence Uploads
Made evidence uploads a required field to reduce incomplete submissions and strengthen complaint validity.
Made evidence uploads a required field to reduce incomplete submissions and strengthen complaint validity.
Aligned Instructions with Upload Fields
Aligned Instructions with Upload Fields
Matched guidance for images and videos directly with their upload fields, improving clarity and reducing errors.
Matched guidance for images and videos directly with their upload fields, improving clarity and reducing errors.
OTHER IMPROVEMENTS
Enhancing Consistency by Aligning the Page Design with the Existing Design System
Before
Before
Outdated design inconsistent with other pages
After
After
Applied design system to update pages and maintain consistency
IMPACT
40%
Improved Customer Upload Accuracy
The enhanced interface reduces confusion by providing clear instructions, enabling customers to upload the correct evidence and minimizing the chances of missing or incorrect submissions.
60%
Increased Backend Business Processing Efficiency
With customers submitting accurate evidence as guided, the backend ticket processing rate has significantly improved, streamlining complaint resolution.
IMPACT
40%
Improved Customer Upload Accuracy
The enhanced interface reduces confusion by providing clear instructions, enabling customers to upload the correct evidence and minimizing the chances of missing or incorrect submissions.
60%
Increased Backend Business Processing Efficiency
With customers submitting accurate evidence as guided, the backend ticket processing rate has significantly improved, streamlining complaint resolution.
IMPACT
40%
Improved Customer Upload Accuracy
The enhanced interface reduces confusion by providing clear instructions, enabling customers to upload the correct evidence and minimizing the chances of missing or incorrect submissions.
60%
Increased Backend Business Processing Efficiency
With customers submitting accurate evidence as guided, the backend ticket processing rate has significantly improved, streamlining complaint resolution.
Due to the NDA, I only show one of the projects I was involved in. Contact me if you want to learn more about my Journey 👋🏻
Due to the NDA, I only show one of the projects I was involved in. Contact me if you want to learn more about my Journey 👋🏻
RETROSPECTIVE
I had a great summer with a company that cares about customers and supports employee growth. Big thanks to all the awesome coworkers I met during these 3 months!
01. Ask for feedback in an early stage!
Seeking early feedback can help prevent missteps in design when there is insufficient PRD or a clear design direction.
02. Review projects when it is finished
Evaluating what went well and what didn't after a project concludes can provide valuable insights that can be applied to future projects.
03. Never stop thinking
Business or product teams may occasionally fall short in delivering optimal solutions to achieve their objectives. Therefore, designers should strive to enhance user experience while also meeting business goals.
RETROSPECTIVE
I had a great summer with a company that cares about customers and supports employee growth. Big thanks to all the awesome coworkers I met during these 3 months!
01. Ask for feedback in an early stage!
Seeking early feedback can help prevent missteps in design when there is insufficient PRD or a clear design direction.
02. Review projects when it is finished
Evaluating what went well and what didn't after a project concludes can provide valuable insights that can be applied to future projects.
03. Never stop thinking
Business or product teams may occasionally fall short in delivering optimal solutions to achieve their objectives. Therefore, designers should strive to enhance user experience while also meeting business goals.
RETROSPECTIVE
I had a great summer with a company that cares about customers and supports employee growth. Big thanks to all the awesome coworkers I met during these 3 months!
01. Ask for feedback in an early stage!
Seeking early feedback can help prevent missteps in design when there is insufficient PRD or a clear design direction.
02. Review projects when it is finished
Evaluating what went well and what didn't after a project concludes can provide valuable insights that can be applied to future projects.
03. Never stop thinking
Business or product teams may occasionally fall short in delivering optimal solutions to achieve their objectives. Therefore, designers should strive to enhance user experience while also meeting business goals.
OTHER PROJECTS
Check Out More!
OTHER PROJECTS
Check Out More!
OTHER PROJECTS
Check Out More!
DESIGN EXPLORATION
Ensuring "Upload Evidence Sample" Stands Out Through Interaction Design
I realized the ‘Upload Example’ must always be visible to users, so my design exploration focused on the evidence pop-up interaction.
Iteration 1:
Example Placed Beside Upload Button
The “Upload Example” is positioned directly next to the upload button, making both elements visible together.
Pros
Example is immediately noticeable, increasing visibility and encouraging correct uploads.
Cons
Takes up horizontal space, which may affect layout balance on smaller screens.
Iteration 2:
Popup Example After Upload Action
The example appears only after the user clicks the upload button.
Pros
Keeps the interface clean and uncluttered.
Cons
Example is hidden until after action; requires two steps, lowering discoverability.
Iteration 3:
Hyperlink to View Evidence Example
A text hyperlink allows users to open the evidence example on demand.
Pros
Saves screen space and offers flexibility for users who need guidance.
Cons
Relies on users noticing and clicking the link; risk of being overlooked.
Iteration 4:
Simplified Upload with Hyperlink
Users access the example via a hyperlink; uploaded content is no longer differentiated by title.
Pros
Simplifies the submission interface and reduces cognitive load.
Cons
Example guidance is less prominent, which may reduce correct evidence uploads.