Boxed Up Perks Program
The program unlocks discounts and deals for Boxed customers. For $49/yr. customers earn 2% back on every order, free shipping on standard orders and exclusive discounts. This experience was unique because by adding Boxed Up to the cart the site flips into the Boxed Up experience allowing customers to try before they buy. Checking out seals the deal and they are in the club.
My Role & Responsibilities
Lead Product Designer
I worked closely with a product manager, engineering and QA teams through out the development of this project.
Challenge
How might we get user to experience the benefits of Boxed Up before they purchase the program? How might we build a way to explain all of the benefits of the program to increase transparency.
Target Users
New/Existing Boxed Customers
Check out the Boxed Up Perks Program!
AutoSave Subscription
At the beginning of 2021 we launched Boxed AutoSave with the goal of increasing average order value and repeat purchases.
My Role & Responsibilities
Lead Product Designer
I partnered with a product manager and engineering throughout the development of this project.
Challenge
How might we increase our average order value while offering a way for customers to benefit from recurring orders.
Target Users
New / Existing Boxed Customers
Get everyday items at a great price with Boxed AutoSave!
Seller Portal and Marketplace Sellers
At Boxed we have around 3,800 products in our catalog. In an effort to expand our assortment and incorporate new sellers we developed the Seller Portal. The platform helps retailers and individuals sell their goods on boxed.com. Sellers can login and see their account snapshot, upload their catalog, fulfill orders and manage inventory. The Seller Portal also empowers small retailers to sell their products to a bigger audience leading to a more expansive catalog and wider selection for Boxed customers. Before the Seller Portal, Boxed only had 4 Marketplace Sellers on the platform and their accounts were managed by the Boxed merchandising team which was not scalable and very time consuming. Today we have 42 Marketplace Sellers and it is continuing to grow!
My Role & Responsibilities
Lead Product Designer
I partnered with a product manager from the catalog team to define the requirements. I was responsible for wireframing experiences for both seller and tenant users (tenant users are Boxed employees on the merchandising team). Once the wireframes were defined we then reviewed with the larger catalog team (including other members of product, engineering and QA). Once all were aligned on the direction and scope of the work I started to create the high fidelity designs. Once these designs were completed we conducted multiple user testing sessions with seller and tenant users. A test script was written and we both took turns moderating / taking notes during these sessions. Once we collected feedback we met to rank the feedback in priority order so we could then revise our designs. Once the final mocks were completed I worked with engineering during the handoff process and conducted multiple rounds of visual QA before release.
The Challenge
How might we expand our product catalog on boxed.com and create an easy to use seller platform that will support sales and fulfillment from external sellers on our platform, while taking the burden off of the merchandise team?
Target Users
External Marketplace Sellers & Internal Boxed Tenant Users for Merchandising Team
Seller Portal Wireframes
Seller Experience
Tenant Experience
User Testing Scripts & Notes
Key User Testing Takeaways
Seller Experience
•Ease of use is important when managing her account
•Having a dashboard with real-time data would help is have more insights than her current visibility
•Some of the forms were confusing and needed to be consolidated
•Would be helpful to have a way to flag any potential shipping/delivery issues
•Bulk uploading isn’t as intuitive and needs some explanation for those who haven’t already been a marketplace seller
Tenant Experience
•Helped identify and correct language and copy that is familiar to existing marketplace sellers
•Identified that we needed to add a way for the seller to contact their Boxed tenant user who manages their account
•Identified that we need to have a way for the seller to submit a ‘cancel order’ request vs. allowing them to cancel the order themselves
•We should incorporate a ‘draft mode’ for product uploading so users can input before making the product live on the site
Customer Experience
Post Order Attach
We saw that there was a steady number of customer support tickets where customers were wanting to add items to their order once it had already been placed. The goal was to reduce the number of requests by building in a 10 minute buffer where we would allow customers to add any item they may have forgotten during checkout. We determined that 10 minutes would help this problem because the majority of the inquiries were within 10 minutes of placing the order.
My Role & Responsibilities
Lead Product Designer
I worked closely with the product and customer support team to understand the problem and to execute the final flow for this new feature.
Once the final mocks were completed I worked with engineering during the handoff process and conducted visual QA before release.
Challenge
We saw an increase of customer support requests to add items once an order had been placed. How might we reduce this number?
Target Users
Existing Boxed Customers
