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.

While we iterated on copy and design several times based on user testing (see examples below), the end result was overwhelmingly positive. We've received lots of feedback from customers who love this feature, and saw our ETA calls to customer service drop by 57%.