Customer Account Area and Order Tracking Design
Reduce 'where is my order' contacts.
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Design a customer account area and order tracking that reduces "where is my order?" contacts. Store and platform: [STORE_AND_PLATFORM]. Order lifecycle and carriers: [ORDER_LIFECYCLE]. Top reasons customers contact support about orders: [SUPPORT_REASONS]. Data available: [DATA_AVAILABLE]. Return tables: 1. Account navigation: Section | Contents | Priority | Notes (orders, tracking, addresses, payment methods, returns, subscriptions, communication preferences, data and privacy controls). 2. Order status model: Status | Meaning for the customer in plain words | Triggers | Message sent | What the customer can do. 3. Order detail page: elements in order (status timeline, items, delivery estimate, tracking link, address with an edit-until time, invoice download, return or help button). 4. Notification plan: Event | Channel | Timing | Message text (under 40 words) | Opt-out rule. 5. Exception handling: delays, failed delivery, partial shipments, out-of-stock after order, address errors, with the message and action offered. 6. Guest tracking: a lookup using order number and email, with privacy safeguards (rate limits, no personal data shown beyond what is needed). 7. Accessibility and mobile requirements. 8. Metrics: contacts per 100 orders about order status, tracking page views, self-service resolution rate. Add wireframe descriptions in text for the order detail page and a test plan.
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