PROJECT OVERVIEW: Inspired by Amazon’s Subscribe & Save feature, we wanted to make the process of restocking commonly purchased items a simple no brainer task that our customers could set and forget.

GOAL:

1. Create a subscription service so that customers can easily restock items

2. Ship a preliminary version of the product with basic functionality that we would iterate upon and add to.

MY ROLE: Product Manager and UX Designer. I designed an experience where customers could quickly select items for monthly delivery with just 1 click, bypassing the checkout flow. Along with the development team, we mapped out an item processing timeline with adjustable timeframes for predicting the customer’s estimated delivery date for their shipment. I created wireframes for the subscription flow, a new Subscription section in the user’s account profile where they could see all the items they were subscribed to as well as skip shipments and cancel items. I worked with the Fulfillment team to understand the shipping process, which helped determine when users could continue to add new items to their monthly box before locking down that month’s shipment. I worked with the developers to prioritize tickets and push the project through the development process. 

LEARNINGS: This product went live in January 2017 and was branded “Autoship” with a select set of products eligible for repeat delivery. The product had a slow start and has been frequently iterated upon to increase prominence as well as give users more confidence that items could be easily canceled. Future functionality included the ability for users to specify a delivery date, ship to multiple addresses and have smart suggestions for discontinued products.

Processing Timeline

Along with the development team, we created a timeline for how each shipment gets processed. In order to group items for delivery, we needed to consider how much time to allow customers to subscribe to additional items before we shipped each delivery. When we locked down the price had implications on how the data was recorded on the development end. We also added buffer days in case of warehouse slow downs during busy seasons. All of these dates are adjustable in the CMS and can be modified as needed.

Create a Subscription Flow

Subscribing to items for repeat delivery in just one click from the Product Detail Page. The “Add to Cart” button changes to “Add to Autoship” to reinforce the user’s action. Once a customer is subscribed to an item, the page confirms the item’s status and any editing off the subscription could take place right in page rather than diverting user elsewhere. User may also edit their subscription(s) via their My Account page.

My Account: Autoship.

A brand new section within My Account was created to allow for management of subscriptions. Details included a shipment’s upcoming delivery date as well as last day to make changes to an order. There are also additional states for when the order has processed and shipped, including tracking links for easy tracking. Subscriptions were broken up into upcoming deliveries as well as a summary of all autoship items (including cancelled and discontinued items that do not show on the upcoming deliveries tab).