Live
WISMO
Bringing web and app order tracking into alignment, with accessibility at the core
Grocery order tracking had stayed disjointed since Waitrose added it during the pandemic. I redesigned it end-to-end across web and app so customers could consistently track an order across both platforms.
−19%
delivery tracking contacts
−33%
late delivery contacts (week 1 post-launch)
Role
Product Designer, owned and led web, app accessibility, and customer comms
Scope
Web and app delivery tracking
Timeframe
Core design Mar–Jun 2024 → live Oct 2025
Order tracking only existed on the Waitrose app, so web customers were stuck relying on email and text updates that couldn’t offer the same clarity or immediacy, especially when an order ran late and there was no way to tell without hoping the shop or driver got in touch. Rebuilding it around accessibility meant swapping fixed dates for relative labels like “Arriving today” to cut cognitive load, bringing tracker colours up to AA standard, and removing purely decorative pulsing animations that no longer met accessibility guidelines. Delivery windows were also narrowed to as little as 30 minutes, giving customers a much more precise picture of when their order would arrive.
Old tracker card (left) versus the redesigned card with relative dates and AA-compliant colour.
Every order state the tracker needed to handle, including cancellations and missed deliveries
Edge cases: paused updates, running late, and a failed payment
“Nat showed an ability to pivot when needed, amid changing priorities, requirements, and scope. She takes on board research insights to inform designs, leading to the best experience for the customer. Nat is not afraid to challenge when she feels things can be done better. She is an asset to the team.”
