Post-Purchase User Experience Design
Led the design of Post-purchase User Experience: Receipts View is an all-in-one hub that organizes receipts, tracks packages, monitors returns, and identifies refunds effortlessly.
DURATION 2 Years (Nov 2021 - Nov 2023)
STATUS Launched in 2022, with integration spanning from 2022 to 2023
PLATFORM Native APP: iOS, Android, Desktop, Tablet; Webpage
TEAM 3 Product Managers, 4 Data Analysts, 4 Researchers, 20+ Engineers
Yahoo Mail’s Challenge
As a traditional inbox product, Yahoo Mail—like other email platforms—has focused primarily on personal correspondence.
However, in recent years, it has been steadily losing users, leading to a decline in revenue.
Business Opportunity
Over 50% of Yahoo Mail’s 60 million users rely on Yahoo Mail for online shopping, receiving 15 million daily post-purchase emails containing essential details like receipts, delivery updates, and refunds. For Yahoo Mail, this is a major opportunity to boost user retention.
User Pain Point
After conducting user research, PM and I identified a key problem - one that became the foundation of my design goal to solve.
Users get lost in their inboxes, struggling to find receipts, track packages, and keep up with returns —all because there’s no centralized solution.
Approach
Yahoo Mail redesigned its navigation bar and introduced Receipts View as one of the four main tabs. This tab also became the entry point for the post-purchase user experience.
As users track their post-purchase behaviors, they repeatedly open the APP, with Receipts View becoming their key entry point and personal finance tool.
This frequent engagement builds user habits and drives revenue growth through personalized shopping content, premium features, advertising, and partner integrations.
Personal Finicial Tools
My Contribution
1/5 Online Purchase
2/5 Receipts List
What did I buy?
No need to dig through the inbox by providing an organized view of purchases, including amounts, items, and dates, for easy access and tracking.
3/5 Track package
Where Are My Packages?
Difficult to keep track of package statuses across multiple purchases, requiring a centralized solution to simplify package tracking and reduce effort
4/5 Return Package
Ugh, I Need To Return
Users often struggle to keep track of varying return windows for different merchants.
Return Package Pickup
Leverages a partnership with DoorDash to address user demand for convenient return services. Users are willing to pay a small fee to have packages picked up and dropped off for them, creating a monetizable opportunity.
5/5 Track Refund
When will I get my money back?
Users face frustration and uncertainty when tracking refunds due to unclear timelines and poor communication, leading to anxiety and frequent bank account checks.
Status And Scalability
Since the launch of the new Receipt View on mobile in 2022,
I expanded its availability on desktop, and tablets native apps and webpage
Measure Success
View newsletters
about Post-purchase User Experience in Yahoo Mail
Next Step
Business Goals
Acquire new users for Yahoo Mail by offering enhanced commerce utilities.
Help users save time and money while shopping, creating differentiation from competitors.
Review
The post-purchase user experience design was the longest-running project I’ve led. Over two years, I completed the end-to-end design from 0 to 1 — including user research, launch, and multiple iterations.
The project involved close collaboration, communication, and alignment with various teams. The design was driven by solving real user pain points while aligning with business goals and product strategy.
