Order confirmation experience evaluation: Evaluating post-purchase usability within a larger website redesign and replatforming initiative.
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Context & role
This usability study was one of several evaluations conducted as part of a broader website redesign and replatforming effort for a global B2B marketplace and logistics platform serving interior designers and architects. Research on the redesigned Order Confirmation experience was to assess whether it supported key post-purchase behaviors, including order review, shipping address changes, and discovery of additional or related items. The goal was to validate whether the redesigned page reduced friction while reinforcing clarity and confidence immediately after purchase.
Research approach
n=13 participants (core members with recent ordering behavior)
Mixed moderated and unmoderated usability testing
Desktop experience evaluation
Conducted via prototype testing
Tested two variations of messaging
Impact
This study contributed to a broader redesign validation effort by identifying usability gaps in the post-purchase experience, particularly around hierarchy, action discoverability, and message interpretation. Findings were used alongside other flow evaluations to refine consistency and clarity across the redesigned experience.
Bridging physical sample interaction and digital decision-making: Evaluating a sample-to-digital workflow for designers and material suppliers
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Context
Evaluative research on a digital system designed to connect physical material samples with a companion digital experience for both designers and material suppliers. The system included a designer-facing mobile experience accessed via physical tags on samples, as well as a supplier-facing dashboard intended to surface engagement signals.
The objective was to evaluate whether the experience meaningfully supported decision-making at the moment a physical sample is being evaluated, and whether it generated clear, actionable signals for suppliers without adding workflow overhead.
The core question evolved from usability to job alignment
While the initial scope focused on validating usability across touchpoints, early findings revealed a deeper product question: What are designers and suppliers actually trying to accomplish when a physical sample is in hand, and does the system support those jobs without introducing unnecessary complexity?
Research approach
A mixed-method, moderated usability study combining physical and digital interactions.
n=24 in-person moderated sessions (45 minutes each)
19 designers across firm size, specialization, and seniority
5 manufacturer representatives across multiple organizations
This research was conducted in two iterative rounds of usability testing, allowing key flows and interaction patterns to be refined and re-evaluated between sessions. To further validate directional findings, we also conducted a quantitative survey to pressure-test key workflow assumptions and confirm consistency of observed behaviors at scale.
Participants interacted with physical samples with embedded digital tags, a mobile web-based prototype experience and (for reps) a desktop web-based manufacturer-facing dashboard concept.
The study focused on physical-to-digital interaction patterns, designer workflows while evaluating samples, and supplier interpretation of engagement signals. Across sessions, designer behavior consistently clustered around two primary needs while holding a sample. The system was perceived as valuable only when it directly supported one of these two jobs. Features outside of these workflows were frequently ignored, even when considered useful in other contexts.
Strategic implications
The findings suggest that the system’s value depends less on feature expansion and more on its ability to reduce effort during high-intent physical evaluation moments and avoid introducing cognitive overhead into established workflows. In this context, digital layers function best as lightweight decision accelerators, not full-featured engagement environments.
Recommendations
Rather than adding functionality, the system should prioritize reducing cognitive load during evaluation moments, consolidating overlapping interaction paths into clearer intent signals, aligning digital affordances with existing evaluation behaviors, and improving discoverability of embedded interactions through clear physical cueing.
Impact
This research reframed the system from a multi-surface engagement tool into a decision-support layer embedded in physical workflows. It clarified that success depends not on increasing interaction volume, but on improving the clarity and interpretability of high-intent moments. It also surfaced a structural gap between how designers evaluate materials and how suppliers interpret engagement, shaping how downstream signal design should be approached.
Reframing mobile navigation to support revenue-driving behaviors: Mobile usability study for a beta e-commerce experience
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Context
UX research supporting the beta launch of a mobile e-commerce experience focused on selling material samples. The team’s primary concern was whether the mobile experience adequately supported revenue-generating behaviors, particularly product discovery, sample ordering, and pre-purchase support. I partnered closely with Product and Design to evaluate usability risks prior to broader rollout. This case study focuses on the mobile experience. A parallel desktop usability study was also conducted (n=15) to evaluate the broader end-to-end workflow across surfaces.
The problem wasn’t “just usability”
The original ask was to “run a mobile usability test” to validate readiness for beta but early conversations revealed deeper concerns. Stakeholders were unsure whether friction was UI-level or conceptual. There was risk that users misunderstood what the product actually sold. Multiple CTAs competed for attention on key PDPs, potentially undermining conversion.
Rather than treating this as a checklist usability validation, the study was framed around a more strategic question: Does the mobile experience clearly guide users through the highest-value actions without introducing confusion or false expectations?
Research approach & constraints
Given timeline and access constraints, we conducted a focused unmoderated mobile usability study targeting revenue-adjacent tasks rather than broad exploratory testing. This approach allowed us to quickly identify high-impact friction before beta expansion, prioritize behavioral evidence over preference feedback, and matched the team’s need for actionable near-term changes.
Method:
Unmoderated mobile usability testing
n=8 participants across two test waves
Tasks centered on discovery, sample ordering, and support actions
Impact
This study identified mobile-specific friction that was not apparent in desktop assumptions and surfaced key breakdowns in navigation and PDP hierarchy that were addressed ahead of beta expansion. The findings helped the team prioritize clarity and user confidence over feature density in key flows, while also reducing the risk of users misinterpreting product scope and pricing during critical decision-making moments.
