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Coles order managment

As the lead product designer, I drove the full UX process for the Click & Collect order management enhancement across Coles’ iOS and Android apps—from discovery and user journey mapping to prototyping and developer handover. The improved design empowered customers to self-manage payments, track orders, and resolve issues independently, reducing support calls and improving overall satisfaction.

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High-fidelity designs     Prototype 

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​​Vision 

Make the app the primary channel for all Click & Collect customers, allowing them to track their order and report on their arrival, enabling Coles to serve them in the fastest time possible.​  

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Order tracking 

Customers have inconsistent order-tracking experiences: only those at Bluedot-enabled stores can see order status and notify arrival, while others cannot. This creates a fragmented Click & Collect experience that needs to be unified.

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This intentional limitation was part of an experiment to validate the Bluedot technology and assess its reliability. The pilot confirmed that the solution can deliver the intended technical outcomes, proving its feasibility.

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Case study PDF 

A case study of the UX end-to-end process for UBank home loans including user testing from Inception to high fidelity design 

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Develop a hypothesis  based on customer feedback 

From these insights, the next opportunity is clear: extend the order-tracking and arrival-notification features to all Click & Collect customers, regardless of store enablement. This ensures a consistent and predictable customer experience while leveraging the validated Bluedot capability.​​​​​​​​​​​​​​​

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Gathering High-Level Requirements – Coles Order Management & Delivery Tracking

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As part of the discovery phase for improving Coles’ order management and delivery tracking experience, the focus was on understanding both customer and business needs at a high level before moving into detailed design.

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1. Customer Needs & Expectations
 

  • Ability to view real-time order status (e.g., confirmed, picked, packed, ready for pickup, out for delivery).

  • Clear and proactive notifications across touchpoints (app, SMS, email).

  • Simple arrival and delivery tracking features (“on the way,” estimated time of arrival, “arrived”).

  • Flexibility to update or reschedule delivery/pickup times if needed.

  • A unified, consistent experience regardless of store or delivery provider.

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2. Business & Operational Goals

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  • Streamline Click & Collect (C&C) and delivery handover to reduce friction at pickup points.

  • Improve staff efficiency by providing clear signals when a customer is en route or has arrived.

  • Standardise processes across Bluedot-enabled and non-Bluedot stores to remove inconsistencies.

  • Reduce customer service queries related to order visibility or delivery uncertainty.

  • Support scalability for peak shopping periods (e.g., holidays, promotions).
     

3. Technical & System Considerations

  • Integration with existing Coles order management system and logistics partners.

  • Scalability to support large order volumes across multiple regions.

  • Compliance with accessibility standards (WCAG 2.1 AA).

  • Alignment with Coles’ design system and digital brand guidelines.

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By capturing these high-level requirements early, the foundation was set for journey mapping, service blueprints, and detailed UX flows. This ensured the eventual solution balanced customer convenience, operational efficiency, and technical feasibility.

Order management prototype

An interactive prototype demonstrating the design solution for Coles Order Management. Prototypes are used as a tool to help the team understand the interaction cues, and behaviours and to validate the design in user testing.

Mid-fidelity designs 
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​Deliverables
 

  1. End-to-End Journey Mapping:

    • Create detailed journey maps that outline the entire user experience for managing accounts.

    • Identify key touchpoints and interactions, from updating payment information to resolving issues with orders.

    • Consider edge cases such as first-time users, users encountering technical difficulties, and those needing additional support.
       

  2. Mid-Fidelity Wireframes with Recommendations and Annotations:

    • Develop mid-fidelity wireframes to visualize the proposed solutions for the account management interface.

    • Provide detailed annotations and recommendations to guide design and development, highlighting user flows and interaction patterns.

    • Ensure the wireframes address all key functionalities, such as updating payments, managing orders 
       

  3. High-Fidelity Wireframes with Recommendations and Annotations:

    • Create polished, high-fidelity wireframes that reflect the final design of the enhanced account management experience.

    • Incorporate feedback from usability testing and stakeholder reviews to refine the design.

    • Include comprehensive annotations to explain design decisions, interaction patterns, and user interface elements.

    • Ensure the high-fidelity wireframes are detailed enough to serve as a blueprint for the development team.

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By focusing on the comprehensive journey mapping, developing detailed wireframes, and emphasizing ease of use and self-support, we aim to deliver an enhanced account management experience that meets customer needs. This project will empower Coles customers to manage their accounts more effectively, leading to increased satisfaction and loyalty.

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