Making Order Tracking Self-Service
Company
Gold Apple
Timeline
2026-Present
Platforms
Web · iOS · Android
Overview
I redesigned the active order experience to help customers quickly understand what is happening with their order and when to expect it — without contacting Customer Support.
The solution covered multiple delivery scenarios, platforms, responsive layouts, and localized versions of the product.
Business Context
Order status is one of the most frequently checked parts of the customer profile.
However, the existing experience made important delivery information difficult to scan, especially as the number of delivery scenarios and product combinations grew.
This resulted in customers contacting Customer Support for information that was already available in the product.
The business goal was to make order tracking more self-service: improve status visibility, reduce uncertainty around delivery, and ultimately decrease order-related support contacts.
Key Metrics
Order-related Customer Support contacts
Markets
6
My Role
As the Product Designer in the Profile stream, I owned the redesign from exploration to implementation.
I:
explored 50+ interaction and layout concepts;
defined the information hierarchy of the order card;
designed responsive solutions across mobile, tablet and web;
worked through multiple delivery and order scenarios;
collaborated with the Design Director and product team;
adapted the experience for Middle East markets and RTL;
supported implementation through Design QA.
Problem
The existing order card contained the necessary information, but its hierarchy made it difficult to understand at a glance.
Users needed to interpret several pieces of information to answer two basic questions:
Where is my order now?
When will I receive it?
The challenge became more complex across different delivery types, order compositions, screen sizes and localized versions of the product.
Task
Create a scalable order card that would:
make the current order status immediately recognizable;
surface expected delivery information at the right moment;
work across different delivery and product scenarios;
remain compact enough for users with multiple active orders;
scale consistently across mobile, tablet, web and localized markets.
Approach
I started by exploring different ways to balance status visibility, delivery information, product imagery and card density.
Over 50 design explorations were created and compared across real order scenarios. Instead of treating the card as a collection of individual UI elements, I focused on defining which information users needed to recognize first.
This led to a clear hierarchy:
current status - delivery timing - order contents - secondary information
I also explored how product imagery should adapt to different order sizes. Rather than using one fixed layout, the final solution dynamically adjusts product presentation depending on the number of items while preserving quick order recognition.
The solution also needed to scale from mobile to web and tablet layouts without losing the information hierarchy established in the mobile experience.
I adapted the order card for larger screens, reconsidering content density, spacing, product presentation and status visibility rather than simply scaling the mobile component.
The final system remained consistent across platforms while using the available screen space appropriately for each breakpoint.
Designing for RTL Markets
A separate challenge was adapting the order card for RTL markets. The interface could not simply be mirrored: delivery dates and time ranges behave differently in Arabic due to the combination of RTL text with numbers and punctuation, which retain their own directionality.
I worked through these edge cases to ensure that dates, delivery time slots, statuses and product information remained readable and followed the correct visual hierarchy in RTL layouts.
The final solution accounted for bidirectional text behavior while keeping the order card consistent with the core experience across markets.
Outcome
The redesigned order card made active orders easier to recognize and understand at a glance, turning order tracking into a more self-service experience.
The final component created a scalable foundation for multiple delivery scenarios and markets while giving customers clearer access to the information they previously contacted Customer Support to clarify.
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