01 / At a glance
Make the purchase understandable at every step.
The short version
Furniture purchases come with decisions about protection, delivery, and payment. I redesigned key moments in the journey so guests could understand those choices without losing their place.
My contribution: problem framing, journey design, and stakeholder alignment across product, engineering, operations, and guest care.
The work brought service information closer to the item and made protection plans manageable from the cart, while respecting Shopify Plus constraints.
02 / The challenge
Unanswered questions were interrupting purchase decisions.
Complaints and support logs repeatedly surfaced confusion about protection plans, shipping, and financing. Guests needed help understanding options that the interface could have explained.
Those questions appeared at consequential moments: when considering an expensive item, choosing a service, or preparing to pay. The opportunity was to sequence information around the decision the guest was making.
Product
What am I getting?
Make service and protection options visible beside the item.
Cart
What should I add?
Let guests understand and manage protection without a separate call.
Checkout
How will this work?
Clarify delivery and payment choices before commitment.
03 / Research & direction
Validate the problem with guests and the people delivering the service.
We combined competitive benchmarking, a voice-of-guest survey with 50 customers, and an ideation workshop involving fulfillment, technology, and guest care.
I mapped the path from discovery through post-purchase service, then separated what guests needed to know immediately from information that could wait. The workshop helped connect proposed interactions to operational feasibility.
View original project artifact ↗
04 / Design decisions
Bring the choices into context.
Keep service decisions beside the product.
Surface protection, delivery, and financing information within the shopping journey so guests can evaluate the option alongside the item.
Introduce protection earlier.
A mini-cart prompt created an earlier opportunity to learn about the plan. Guests could also add or remove protection in the full cart.
Work inside the platform.
The experience had to fit Shopify Plus. I focused on achievable changes across the product and cart journey rather than relying on an overridden checkout.
View original project artifact ↗
View original project artifact ↗
View original project artifact ↗
05 / What shipped
A cart that answers more of the guest’s questions.
The delivered cart made protection-plan selection explicit and surfaced financing choices alongside the order summary. Guests could assess and manage the options as part of the purchase flow.
View original project artifact ↗
View original project artifact ↗
06 / Outcomes & reflection
Greater reported confidence in the decision.
Historical survey and team-reported results. The team also reported cart abandonment reaching 35% within two months. The prior abandonment baseline and exact measurement dates are unavailable, so no relative reduction is claimed.
What I’d carry forward
The core decision was about timing. Sequencing existing information around a guest’s next question helped make an operationally complicated purchase easier to understand. Working with guest care and operations was essential to keeping that clarity connected to the service people would actually receive.
