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, Philly
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MedMart Order Tracking Page Redesign
2020–2023
UX/UI
Commerce
B2B
Role: UX/UI Designer
Contributions: UX, UI, Interaction Design
Methods:
Interviews, Surveys, Competitive Analysis, Behavioral Analytics, Usability Testing, Prototyping, Agile, User Flow Analysis
Business Outcomes:
–60% support tickets about order statuses (≈880/month)
4–5x faster reorders — from 20+ minutes to under a minute
+22% CSAT — rising to 89.4%
22.2 SUS — improved usability from 57 to 79.2
–4.6% OpEx costs — saving ~$160K/year
+10 hours/week saved per partner by streamlining workflows
Challenge
MedMart’s CRM was stuck in 2012 – slow, support-heavy, and painful to navigate. Partners like Lisa, Victor, and Sam spent hours on the phone or refreshing browsers just to track orders. The system handled 1,400 orders daily but couldn’t answer simple questions like “Has it shipped?” or “Was it paid?”
How might we turn this legacy CRM into a real-time, self-service tool – giving partners instant access to what matters, slashing support dependency, and increasing business efficiency?
Discovery & Research
To get to the root of the problem, we used mixed methods:
19 interviews with logistics, support, and ops (including Lisa, Victor, Olga)
240+ survey responses confirmed repeat frustrations and workflow gaps
Behavioral analytics showed 52% failed to complete basic tasks, like reorders or filtering
Usability tests on the old interface revealed outdated flows and a low SUS of 57
Competitive analysis benchmarked modern B2B features like status visibility, real-time filters, and on-demand tracking
Personas and JTBD
From these insights, we defined three personas and centered the redesign around core Jobs-to-be-Done, like:
“Was it shipped?”
“Was it paid?”
“Can I reorder this fast?”
Key UX Improvements
We redesigned the MedMart website and partner section, improving the interface and rebuilding the data tracking system. Here’s how the order tracking process has changed.
Status Modal with On-Demand Tracking
Clicking a status now opens a modal with:
Live tracking from carrier (via on-demand API request)
Estimated delivery window
This replaced repetitive phone calls and guesswork with real answers in seconds, leading to a 60% drop in status-related tickets.
Balanced Data Sync Strategy
We couldn’t poll APIs in real-time – it crashed servers. So we designed a hybrid solution:
Auto-refresh every 15 minutes
On-demand “Refresh” button for manual control
Even a small “Update” button can unlock massive self-service value.
Multi-Company SSO Switch
Partners managing multiple brands can now switch between entities in one click – no logout/login loop. Result: +31 pp NPS increase for multi-brand users.
Export Options + Table Filters
We added:
Export to Excel, CSV, PDF, TXT, XML
Multi-filter controls (carrier, payment status, date range, etc.)
Column visibility customization
This led to a 28% drop in data-related support requests and cut data lookup time from 5–9 minutes to just 30 seconds.
Streamlined Reorders
We cut the old 15-step reorder process to just 4 clicks:
“Repeat Order” starts processing instantly
“Duplicate Order” allows edits before submitting
Result: Reorders now take 30–40 seconds (was 12–23 minutes).
Key Learnings
Design isn’t about adding features — it’s about removing friction. Users didn’t ask for dashboards — they needed answers.
Legacy constraints aren’t blockers — they’re design inputs. We worked with API limitations, not against them.
Tiny UX shifts unlock real business value. A modal here, a timestamp there — and suddenly 880 fewer support tickets/month.
Why It Matters
Lisa no longer waits 30+ minutes on hold — she clicks once and gets the answer.
Victor doesn’t rebuild orders from scratch — he reorders in four clicks, no errors.
And Olga? She’s done logging in and out five times a day — brand switching just works.
This project wasn’t just a redesign — it was a transformation. We turned a brittle, outdated system into a smart, self-service experience. And we proved that even in B2B, thoughtful UX can drive trust, adoption, and measurable business results.
8:34:38 PM
, Philly
Up Next
Up Next
Scroll Down
Up Next
MedMart Order Tracking Page Redesign
2020–2023
UX/UI
Commerce
B2B
Role: UX/UI Designer
Contributions: UX, UI, Interaction Design
Methods:
Interviews, Surveys, Competitive Analysis, Behavioral Analytics, Usability Testing, Prototyping, Agile, User Flow Analysis
Business Outcomes:
–60% support tickets about order statuses (≈880/month)
4–5x faster reorders — from 20+ minutes to under a minute
+22% CSAT — rising to 89.4%
22.2 SUS — improved usability from 57 to 79.2
–4.6% OpEx costs — saving ~$160K/year
+10 hours/week saved per partner by streamlining workflows
Challenge
MedMart’s CRM was stuck in 2012 – slow, support-heavy, and painful to navigate. Partners like Lisa, Victor, and Sam spent hours on the phone or refreshing browsers just to track orders. The system handled 1,400 orders daily but couldn’t answer simple questions like “Has it shipped?” or “Was it paid?”
How might we turn this legacy CRM into a real-time, self-service tool – giving partners instant access to what matters, slashing support dependency, and increasing business efficiency?
Discovery & Research
To get to the root of the problem, we used mixed methods:
19 interviews with logistics, support, and ops (including Lisa, Victor, Olga)
240+ survey responses confirmed repeat frustrations and workflow gaps
Behavioral analytics showed 52% failed to complete basic tasks, like reorders or filtering
Usability tests on the old interface revealed outdated flows and a low SUS of 57
Competitive analysis benchmarked modern B2B features like status visibility, real-time filters, and on-demand tracking
Personas and JTBD
From these insights, we defined three personas and centered the redesign around core Jobs-to-be-Done, like:
“Was it shipped?”
“Was it paid?”
“Can I reorder this fast?”
Key UX Improvements
We redesigned the MedMart website and partner section, improving the interface and rebuilding the data tracking system. Here’s how the order tracking process has changed.
Status Modal with On-Demand Tracking
Clicking a status now opens a modal with:
Live tracking from carrier (via on-demand API request)
Estimated delivery window
This replaced repetitive phone calls and guesswork with real answers in seconds, leading to a 60% drop in status-related tickets.
Balanced Data Sync Strategy
We couldn’t poll APIs in real-time – it crashed servers. So we designed a hybrid solution:
Auto-refresh every 15 minutes
On-demand “Refresh” button for manual control
Even a small “Update” button can unlock massive self-service value.
Multi-Company SSO Switch
Partners managing multiple brands can now switch between entities in one click – no logout/login loop. Result: +31 pp NPS increase for multi-brand users.
Export Options + Table Filters
We added:
Export to Excel, CSV, PDF, TXT, XML
Multi-filter controls (carrier, payment status, date range, etc.)
Column visibility customization
This led to a 28% drop in data-related support requests and cut data lookup time from 5–9 minutes to just 30 seconds.
Streamlined Reorders
We cut the old 15-step reorder process to just 4 clicks:
“Repeat Order” starts processing instantly
“Duplicate Order” allows edits before submitting
Result: Reorders now take 30–40 seconds (was 12–23 minutes).
Key Learnings
Design isn’t about adding features — it’s about removing friction. Users didn’t ask for dashboards — they needed answers.
Legacy constraints aren’t blockers — they’re design inputs. We worked with API limitations, not against them.
Tiny UX shifts unlock real business value. A modal here, a timestamp there — and suddenly 880 fewer support tickets/month.
Why It Matters
Lisa no longer waits 30+ minutes on hold — she clicks once and gets the answer.
Victor doesn’t rebuild orders from scratch — he reorders in four clicks, no errors.
And Olga? She’s done logging in and out five times a day — brand switching just works.
This project wasn’t just a redesign — it was a transformation. We turned a brittle, outdated system into a smart, self-service experience. And we proved that even in B2B, thoughtful UX can drive trust, adoption, and measurable business results.
8:34:38 PM
, Philly
Up Next
Up Next
MedMart Order Tracking Page Redesign
2020–2023
UX/UI
Commerce
B2B
Role: UX/UI Designer
Contributions: UX, UI, Interaction Design
Methods:
Interviews, Surveys, Competitive Analysis, Behavioral Analytics, Usability Testing, Prototyping, Agile, User Flow Analysis
Business Outcomes:
–60% support tickets about order statuses (≈880/month)
4–5x faster reorders — from 20+ minutes to under a minute
+22% CSAT — rising to 89.4%
22.2 SUS — improved usability from 57 to 79.2
–4.6% OpEx costs — saving ~$160K/year
+10 hours/week saved per partner by streamlining workflows
Challenge
MedMart’s CRM was stuck in 2012 – slow, support-heavy, and painful to navigate. Partners like Lisa, Victor, and Sam spent hours on the phone or refreshing browsers just to track orders. The system handled 1,400 orders daily but couldn’t answer simple questions like “Has it shipped?” or “Was it paid?”
How might we turn this legacy CRM into a real-time, self-service tool – giving partners instant access to what matters, slashing support dependency, and increasing business efficiency?
Discovery & Research
To get to the root of the problem, we used mixed methods:
19 interviews with logistics, support, and ops (including Lisa, Victor, Olga)
240+ survey responses confirmed repeat frustrations and workflow gaps
Behavioral analytics showed 52% failed to complete basic tasks, like reorders or filtering
Usability tests on the old interface revealed outdated flows and a low SUS of 57
Competitive analysis benchmarked modern B2B features like status visibility, real-time filters, and on-demand tracking
Personas and JTBD
From these insights, we defined three personas and centered the redesign around core Jobs-to-be-Done, like:
“Was it shipped?”
“Was it paid?”
“Can I reorder this fast?”
Key UX Improvements
We redesigned the MedMart website and partner section, improving the interface and rebuilding the data tracking system. Here’s how the order tracking process has changed.
Status Modal with On-Demand Tracking
Clicking a status now opens a modal with:
Live tracking from carrier (via on-demand API request)
Estimated delivery window
This replaced repetitive phone calls and guesswork with real answers in seconds, leading to a 60% drop in status-related tickets.
Balanced Data Sync Strategy
We couldn’t poll APIs in real-time – it crashed servers. So we designed a hybrid solution:
Auto-refresh every 15 minutes
On-demand “Refresh” button for manual control
Even a small “Update” button can unlock massive self-service value.
Multi-Company SSO Switch
Partners managing multiple brands can now switch between entities in one click – no logout/login loop. Result: +31 pp NPS increase for multi-brand users.
Export Options + Table Filters
We added:
Export to Excel, CSV, PDF, TXT, XML
Multi-filter controls (carrier, payment status, date range, etc.)
Column visibility customization
This led to a 28% drop in data-related support requests and cut data lookup time from 5–9 minutes to just 30 seconds.
Streamlined Reorders
We cut the old 15-step reorder process to just 4 clicks:
“Repeat Order” starts processing instantly
“Duplicate Order” allows edits before submitting
Result: Reorders now take 30–40 seconds (was 12–23 minutes).
Key Learnings
Design isn’t about adding features — it’s about removing friction. Users didn’t ask for dashboards — they needed answers.
Legacy constraints aren’t blockers — they’re design inputs. We worked with API limitations, not against them.
Tiny UX shifts unlock real business value. A modal here, a timestamp there — and suddenly 880 fewer support tickets/month.
Why It Matters
Lisa no longer waits 30+ minutes on hold — she clicks once and gets the answer.
Victor doesn’t rebuild orders from scratch — he reorders in four clicks, no errors.
And Olga? She’s done logging in and out five times a day — brand switching just works.
This project wasn’t just a redesign — it was a transformation. We turned a brittle, outdated system into a smart, self-service experience. And we proved that even in B2B, thoughtful UX can drive trust, adoption, and measurable business results.