WORKSHOP
Types of Store Transactions Workshop Snippet
Unifying Purchase History Across Channels
Store purchases were not visible in the customer’s digital account. Customers could see online orders but had no way to view in store transactions. This created problems when customers needed to track purchases, process returns, or answer basic questions about past purchases.
I led UX strategy for extending the order history system so it could surface store purchases in a way that customers and store associates could rely on.
Overview
This wasn’t just a visibility problem
At first, this looked like a simple gap. Customers couldn’t see their in-store purchases in their account.
But once we dug in, the real challenge became clear.
Business context
If we wanted loyalty accounts to feel valuable, they needed to reflect the full relationship with the customer, not just online orders. Returns, exchanges, and store interactions all depended on whether we could reliably surface store transactions.
Store and ecommerce systems weren’t built to work together. The data looked different depending on how the purchase was made, how it was paid for, and whether anything changed after the sale. Some transactions could be tied to a customer account. Others could not. Before we designed anything, we had to figure out what data we could actually trust, what we could show, and what needed to wait.
My role and contributions
Led UX strategy and defined requirements
Facilitated cross-functional workshop to map transaction edge cases
Partnered with store operations to understand what data was actually available and feasible to display
Designed concepts for complex purchase scenarios
Project context
Built as an extension of an Order History redesign launched the year before
Required close collaboration with store operations and order transformation teams
Prioritized accuracy over completeness the entire time
Why this mattered to the business
Reduced in-store and support friction by making past purchases easier to find for returns, exchanges, and receipts
Increased repeat purchases by enabling quick reordering of previously bought items
Strengthened omnichannel visibility, reinforcing trust and engagement across store and digital experiences
Problem & Solution
Extending the existing order history system
The challenge wasn’t just designing a new experience. It was deciding what we could realistically support.
Store transactions varied widely. Some could be tied cleanly to a customer account, while others depended on systems that didn’t consistently share reliable data. Showing everything risked creating an experience that looked complete but broke in real scenarios.
We had to make clear decisions about how much of the transaction landscape we could accurately represent, what to do when data was incomplete, and where to draw the line for an initial release.
We chose to prioritize accuracy over completeness. Instead of forcing full coverage, we extended the existing order history system with transactions we could reliably support, and created a foundation to expand over time.
The problem
No digital visibility into in-store purchases
Customers had no way to see in-store purchases in their account. Returns often required a paper receipt, and store associates had to manually look up transactions. There was no reliable digital record across channels.
The solution
Unified order history with store details and a scannable barcode
We extended order history to include store purchases with location, receipt details, and payment info. The detail view included product data and a scannable barcode, so store associates could process returns directly from the customer’s phone.
