At this point in the experience, the customer has placed their order online and is now receiving the email confirming their purchases. This email acts as a receipt, as well as a reminder of Beers Book in-store social distancing practices.
The last touchpoint was about being able to purchase a book through the website. The website update was created and developed to increase accessibility.
I knew I needed to include some kind of customer contact information and a record of payment. The point of even creating this online ordering process was not only to be more accessible to customers, but also to have a more secure checkout process. As discussed in the last touchpoint, the way to pay when reserving books for pickup was by reading off debit/credit card numbers over the phone. This makes the customer feel very uneasy - it is an extremely unsettling way to pay for something despite it being a a trustworthy place.
order from jewelry maker - this was her email confirmation from her website after i bought a pair of earrings.
my rent confirmation email. very plain, but there is the apartment logo that I blocked out. it sits above "payment receipt" at the top.
For the email confirmations, I used my own email confirmations I have received in the last month or so while working on this project. Depending on where they come from, it seems they aren't always created with much thought or intention. If this were a standard ordering process, the order confirmation would come through email shortly after placing the order, and then followed by a shipping confirmation a few days later. Beers Books doesn't offer shipping, so I didn't need to create that part of this step. I needed the email to act as a receipt for the customer, as well as inform them of the current in-store pickup/shopping social distancing procedures regarding COVID-19.
putting copy in rough design. using elements from the catalog - rounded rectangles text blocks, colors
I wrote out a rough idea of what I wanted the copy in the emails to sound like, processing what I wanted to include in the confirmation email after ordering from website.
At this point, I hadn't looked at any other emails for reference. I wanted to get out what I could remember to be most important.
After I wrote everything that I had been thinking about on paper, I then looked for examples of fairly simple email confirmations. Even now, I realized I am missing some key elements in these sketches - the actual customer information, the date, etc.
idea to incorporate a black ui theme into the email. decided against this version. will alternate based on best option for a dark vs a light interface across the touch points.
Here I began actually implementing the copy into a vertical layout. I've been using the rounded off rectangle shapes in other touch points so I'm continuing to use them here. I was playing with the idea of being able to select when you could pickup the books on a calendar of sorts, but I realized that made it more complicated then it needed to be since most customers would just be doing day-of pickup. So a lot of that top rectangle was changed in the final version.
These were mockups I made of a desktop version. I thought I was happy with these as the final, but I realized I wasn't very happy with the white background (there's not anything wrong with it, I just wanted to use something different in the end.)
When making these, the sizes and positions of things got shifted out of place, and I didn't like what happened when it got changed. I also forgot to add a phone number in the customer information part, so I made sure to add that in the final version.
waiting touchpoint - final desktop email confirmation
waiting touchpoint - final mobile email confirmation
desktop mockup of email confirmation