| My role | Sole Product Designer for Logistic Team |
|---|---|
| Teams & Advisor | 1 Principle/Staff, 1 Design Manager, 2 PM, 1 Ops, 2 UX Researchers |
| Cross-team Collaboration | Shoptab team, Order team, Inbox & Profile team (Global Tiktok), Logistic local SEA Ops, Creative & Design System team |
| Summary | I led the end-to-end redesign of TikTok Shop's order tracking experience across SEA from defining the design strategy to shipping a maps-first tracking UI validated across 3 countries. |
| Impact | • Shipped Q4 2024: -12% CS cost, -11% complaint rate, +3% CSAT |
| • Q2 2025 Roadmap Improvement |
The tracking page is a critical touchpoint in the post-purchase e-commerce experience, providing users with real-time updates to keep them informed and reassured about their order’s arrival.
→ In Q3, the current tracking page has poor performance and negative user feedback, which is also due to it not being updated in recent years.
Here are the problem statement and understanding details:
