Order Tracking Experience
Introduction
The launch of Google Fiber’s Wi-Fi 7 introduced a new premium hardware identity, yet our order-tracking screens remained stuck in the past. These static visuals failed to reflect our brand or provide meaningful status updates. My goal was to transform this legacy interface into a premium, communicative experience. By introducing a new motion and illustration system, I clarified the shipment lifecycle while fostering user delight. Through cross-functional collaboration with Brand, Engineering, and Research, I delivered a high-fidelity experience that is as actionable as it is intuitive.
Process
Illustration System
To ensure the new assets felt cohesive, I established a design language built on three pillars of art theory: Line, Shape, and Depth. We defined Shape as our primary driver, with Line and Depth serving as secondary accents to provide structure and volume. I collaborated closely with the Brand team, ensuring my drafts met established brand guidelines while pushing them to accommodate the functional needs of the order flow.
Motion Principles
To move beyond decorative animation, I defined three core motion principles to guide user behavior:
Ambient (Ready to ship / On the way): Non-intrusive, calming visuals that acknowledge the wait without requiring user action.
Confirmational (Delivered): A celebratory, high-delight interaction that acknowledges the arrival of the device.
Prompting (Set up your Wi-Fi): Action-oriented motion designed to guide the user into the installation flow.
I also created a mapping framework to measure success; each state was evaluated on whether it successfully communicated the intended mood or triggered the required action.
Hand-off Process
Effective design is only as good as its implementation. To ensure a seamless hand-off, I created a comprehensive spec sheet that mapped out transition timings, easing curves, and asset states for the Engineering team.
Conclusion
Before wrapping up the project, I suggested that we conduct a user testing. Together with a project manager, I conducted an unmoderated user testing with 5 participants to validate the motion logic. While the initial motion was highly creative, the tests revealed a preference for "literal" over "abstract" interactions. Based on this feedback, I refined the animations to be more instructional, ensuring they aligned perfectly with the user's mental model during the delivery process.
This updated order experience amplified user awareness of the new Wi-Fi 7 device launch and proactively mitigated delivery-related support inquiries.
