We understood that shopping for large items is inconvenient for Wayfair customers. While they are given a static 4-hour delivery window, they don't know if their items will arrive at the beginning or end of that window.

To solve this, we built an Uber-esque feature that would allow customers to track their delivery driver to get a better sense of a) where the driver is and b) when their item will be delivered. This would, ideally, also limit the number of calls our customer service agents receive about where the item is.

Providing clarity

When we first user tested this feature, we found that customers were often confused about what the home and truck symbols indicated. To solve this, I added two dismissable tool tips (see examples above and below) that appear when users click either the truck or the house to explain what these icons indicate. (It also proved to be a great time to add some playful voice.) 

Minimizing customer pain points

In user testing, we found that customers were a little unclear on what some of our copy meant. For example, when we said "Driver En Route," they didn't necessarily assume the driver was en route to them. When we said "Out for Delivery," they didn't always think that meant their item would be arriving that day.

Based on this feedback, I edited the copy (see example above) to provide clarity and minimize these user pain points.