Academy Sports 🏈
Academy Sports + Outdoors native mobile app
Owning UX/UI on Order History & Returns
01. Order History & Returns
How might we create an order history section that is useful for the user?
the solution
An updated order history flow that helps users understand their order status and can help facilitate easy returns.
Original Web State: Order History
Overall, the order history page was not useful to users. Here’s why:
👎 No way to see at a glance what your order consists of
👎 A user cannot see the status of their order at the order history page level, which is one of the main reasons for order management
👎We need to account for app-specific features such as barcode scanning and store pickup
Current web state: Order Details
The current order history page fell short as well:
👎 Three different CTAs for return, print packslip, & print return. How are they different?
👎 Returns are currently confusing and cause friction. There are many scenarios where the customer cannot return an item by mail, but they are unaware until they try to ship
The App Design
👍 Order status at a glance
👍 The ability to begin the pickup flow from order history
👍 Image thumbnails for quick reference
👍 Orders split at the package level to accurately show status for mixed-fulfillment orders
👍 A swipe up modal to help users understand what can be returned in the store and by mail
👍 Users can now select which items they would like to return from their package
👍 Users will be made aware of the items that aren’t able to return by mail