Content Design, MetA Commerce’S POST-PURCHASE EXPERIENCE

 

About Meta Commerce

This is the strategy Meta used to integrate commerce and social experiences on their platforms, including Facebook and Instagram. It aimed to facilitate seamless shopping experiences within the social media environment by leveraging Meta's vast user network and data.

 

Project Overview:

Shopify sellers on Facebook and Instagram didn’t have delivery dates on their product pages. Research and other insights showed this was reducing conversions and negatively impacting sellers’ ROAS and Meta Commerce’s overall GMV.

My Role.

I created new admin features within the existing Shopify sellers’ business suite that would allow them to set delivery dates and be accountable for delivering on time. I was also responsible for crafting and implementing guidance to help sellers navigate these new features.

 

Key Collaborators:

Product Marketing Lead

Partnership Director

Principal Data Analyst

UX Designers

Engineers

My Deliverables:

Empathy Map

Flow Diagrams

Evaluation Metrics

In-app Guidance

E-mail Messaging Strategy

 
 

New Delivery Date Features With "Processing and Transit Times”

My Process and Solutions:

  1. Created Meta Commerce’s first-ever Empathy Map to help the team understand and visualize customers’ emotional experiences and reactions throughout their interaction with Shopify sellers’ storefronts. 

    This exercise paired with related metrics convinced the team that the lack of estimated delivery dates on Shopify storefronts was eroding customers’ peace of mind and confidence in purchasing because they didn’t know when their orders would arrive.

  2. Collaborated with Product Marketing Lead, Engineers, and Product Designers to develop new delivery date features that allowed sellers to set processing and transit times.

  3. After sellers calculated processing and transit times, we assisted them in using this data to set estimated delivery dates. This information was then shared with customers, building trust by letting them know when to expect their purchases.

  4. Partnered with the Shopify Partnership Director to create in-app guidance and e-mail messaging strategy educating Shopify sellers about the importance of accurate delivery dates and how to use the new features to their advantage.

MY IMPACT:

Just one month after launch, 10k+ Shopify sellers had adopted the features.

 

Behind the Scenes: Specific ConteNT DESIGN Approaches