Amazon Delivery Notifications

The Amazon Delivery Experience (DEX) team, a core product team, is responsible for managing all experiences within the purchase and post-purchase space, ensuring that customers have a seamless and informative journey.

Duration

6 month project

Role

UX Designer III

The Problem

Amazon's delivery email notifications were outdated, failing to reflect the standards of a global brand. This neglect resulted in notifications containing obsolete programs and practices. Customers reported that their email notifications were difficult to parse. Also, the lack of consistency between the product experience and these notifications deteriorated brand trust.

The Goal

The primary objective was to:

Achieve 100% compliance with the Rio design system
Redesign 18 high-volume email notifications across 8 global markets to improve experiences and provide customers with easy access to critical purchase information
Ensure quality and accessibility across all email notifications

Process

Discover

Audit and identify gaps in the current design system, identify all edge cases

Define

Strategy, setting objectives, scope

Design

Initial designs, iterations, final designs

Deliver

UI design, improved UX

Research

Competitor audit
Analyzed competitor notifications to benchmark best practices and identify opportunities for improvement.

Current design system audit
Conducted a comprehensive audit of the existing email notifications across all markets to identify gaps and outdated components.

Identify edge cases and market requirements
Examined all possible variations in ordering programs, language support, and legal requirements across different markets. Collaborated with UX, product, and legal teams to ensure all edge cases were addressed.

Framing the Problem

How might we improve notifications so that customers can better use email to track and find information related to their order?

Key Component Wireframing

We created wireframes for essential components of the email notifications.

Information Restructuring

The team designed the information order and what information was even displayed to highlight the most pertinent details upfront. Making it easier for users to access delivery information and reflect in-app experiences.

Atomic Methodology

Utilized atomic design principles to ensure consistency and scalability.