top of page
TIMELINE
May 2024 - Aug 2024
MY ROLE
Product Designer
User Researcher
UX Writer
OVERVIEW
"MeiTuan YouXuan" operates under Meituan as a community e-commerce platform with a "next-day arrival" model. It allows consumers to pre-order items for next-day pickup. The platform aids leaders in managing orders and relationships effectively while providing analytics to understand sales trends and customer needs.
PLATFORMS
Mobile App & Mini Program
CONTRIBUTIONS
This summer, I joined Meituan as a product designer. I worked closely with the product manager and developers to address design requirements, improve multiple experience issues within the product, and develop a unified design system to ensure consistency. Additionally, I participated in on-site research to understand user pain points and needs, proposing design solutions and identifying new business opportunities.
DESIGN JOURNEY
PROJECT OVERVIEW
While I cannot share all the projects I was involved in due to NDA restrictions, I would love to share with you some of the projects I was involved in✨
Enhancing the Customer Report Page to Improve User Upload Accuracy and Streamline Business Processing
The report page serves as a dedicated function for customers to voice concerns and seek resolutions for issues encountered during transactions. It strengthens trust between the platform and its users, enhances satisfaction, and fosters engagement, ultimately driving business growth and operational efficiency.
Current Challenge
Ineffective Evidence Submission and Manual Review Bottlenecks Leading to High Rejection Rates and Slow Complaint Resolution
Users: Lack of Guidance Leads to Incomplete Evidence, Increased Complaints, and User Frustration
Without clear instructions, users often unknowingly submit insufficient or irrelevant evidence for their selected complaint categories. This results in a surge of complaint tickets, frequent rejections, and increased user frustration.
Business: Inefficient Manual Reviews Due to Invalid User Submissions
Manual reviews often reveal that users submit invalid or irrelevant evidence, making it difficult to resolve complaints effectively. This inefficiency lowers resolution accuracy and slows down the overall review process.
BUSINESS GOAL
Optimizing Evidence Submission for Accurate and Efficient Complaint Handling
The product team requested a page redesign to optimize the evidence submission process, improving the accuracy and efficiency of manual complaint handling. This ensures users provide valid evidence matching their complaint category, reducing invalid complaints and rejections while enhancing user satisfaction and review efficiency.
PROBLEM DISCOVERIES
Analyzing the Current Design to Uncover Pain Points and Improvement Opportunities
After receiving the design request, I began analyzing the current flow of the pages to identify pain points and opportunities for improvement. My focus was on how design could enhance the overall user experience and streamline the evidence submission process.
DESIGN GOAL
Defining Design Goals to Balance Business Needs and User Experience
While meeting business requirements, maintaining design consistency and ensuring a seamless user experience are equally vital. Based on the page's existing issues and business objectives, I defined the following design goals:
DESIGN EXPLORATION
Ensuring "Upload Example" Stands Out Through Interaction Design
I realized that no matter how the pages change, it is important to make sure that the “Upload Example” would pop up to users, therefore, my design exploration focuses on the interaction of the evidence pop-up interaction.
Iteration 1: Popup Example After Upload Action
After the user clicks "Add Image/Video," the upload example pops up directly.
Iteration 2: Inline Display of Upload Example
The upload example is displayed immediately, allowing users to review it before uploading.
Iteration 3: Hyperlink to View Evidence Example
Users view the evidence example by clicking a hyperlink.
Iteration 4: Simplified Upload with Hyperlink Example
Users view the example by clicking a hyperlink, with the uploaded content no longer differentiated by title.
Collaborating with Teams to Align Design with Business Goals and Technical Constraints
Even though I think that By working together with the After Sale product team and the development team in the design review session, I learned more about the product’s goal as well as the technical constraints. We together seek the best solution for the improvement and ensure the feature can be rapidly launched.
FINAL DESIGN
Upload examples are clearly displayed, allowing users to view them and upload their images directly with fewer steps
Incorporating feedback from the product manager and development team, I refined my design to align with the business goals. Here is the final version.
Improving Clarity and Submission Accuracy by Reordering Complaint and Evidence Sections
Reordered the placement of "Complaint Description" and "Upload Evidence" to ensure that required text content is not overshadowed by uploaded images or videos.
Ensuring Complete Submissions by Making Evidence Uploads Mandatory
Set "Upload Evidence" as a required field to ensure users provide the necessary evidence for their complaints.
Enhancing Submission Accuracy by Clearly Showcasing Upload Examples
Display upload examples prominently so users can preview the expected format before uploading, improving their understanding and expectations for evidence submission.
Improving Clarity and Guidance by Aligning Upload Instructions with Evidence Fields
Align the upload instructions for images and videos with their respective upload fields to enhance clarity and better guide users on the types of evidence required.
IMPROVEMENTS
Enhancing Consistency by Aligning the Page Design with the Existing Design System
In addition to addressing the design request, I updated the overall page design using available resources to align with the current design system, ensuring a consistent interface.
Before
After
IMPACT
40%
Improved Customer Upload Accuracy
60%
Increased Backend Business Processing Efficiency
The enhanced interface reduces confusion by providing clear instructions, enabling customers to upload the correct evidence and minimizing the chances of missing or incorrect submissions.
With customers submitting accurate evidence as guided, the backend ticket processing rate has significantly improved, streamlining complaint resolution.
Due to DNA, I only show one of the projects I was involved in. Contact me if you want to learn more about my Journey 👋🏻
RETROSPECTIVE
I had a great summer with a company that cares about customers and supports employee growth. Big thanks to all the awesome coworkers I met during these 3 months!
01. Ask for feedback in an early stage!
Seeking early feedback can help prevent missteps in design when there is insufficient PRD or a clear design direction.
02. Review projects when it is finished
Evaluating what went well and what didn't after a project concludes can provide valuable insights that can be applied to future projects.
03. Never stop thinking
Business or product teams may occasionally fall short in delivering optimal solutions to achieve their objectives. Therefore, designers should strive to enhance user experience while also meeting business goals.
OTHER PROJECTS
Check Out More!
bottom of page