Order Central in Chat
A chat-first approach to order tracking and updates - improving clarity and trust between buyers and sellers.
Background
When order info exists, but connection fades
Previously, when buycycle' users bought or sold a bike, all order-related information was shown in a separate Order Central section. While this section included the key transaction details, it was disconnected from the main buyer-seller chat.
The original, separated Order Central
Insight
That was the average number of customer support tickets generated per order — despite all key information being available in the original Order Central.
Research
To understand where users were getting stuck, we analyzed over 100 support tickets related to post-purchase communication and order handling.
The patterns pointed to recurring pain points that shaped the direction of our solution:
Users lacked clarity on shipment progress
Nearly 30% of tickets were related to unclear or missing tracking updates. Users felt uncertain when they saw no movement or received no confirmation that their bike had been picked up or was on the way.
Conversations often ended after purchase
Once payment was made, buyers and sellers rarely continued chatting, which often caused confusion and led to missed updates.
Customer support became the go-to workaround
Rather than reach out to each other, users defaulted to contacting support, even for questions the other party could’ve answered.
This flow captured the full post-purchase lifecycle in the old Order Central. Its structure helped us bring the same clarity into the chat experience, making complex steps easier to follow.
“ I had to ask support every time I wanted to know what was happening with my order”.
User feedback highlighting confusion and reliance on customer support.
Challenge
Rethinking buyer-seller communication
Even with a dedicated Order Central, users often lost touch after a purchase. Conversations ended while updates happened elsewhere, leading to confusion and more support requests. We needed to refocus on the buyer-seller relationship and keep both sides connected directly in the chat.
First time showing Order Central in Chat to stakeholders — where the idea kicked off.
Design solution
We kicked off by looking at how to make order updates feel like a natural part of the chat, not an interruption. Here’s how we made it happen:
In-chat order updates
We tested placements and added a “View Order Progress” button in the chat. When tapped, it opens a stepper screen displaying each stage, from pickup to delivery, so users stay informed within the conversation.
Designed the order progress screen
Designed a clear stepper interface that walks users through each stage, from pickup to delivery.
Developed in-chat admin messaging with clear hierarchy
We collaborated with engineers to integrate notifications into chat. CTAs for key actions were placed near messages and within thumb reach to prompt timely responses.
Revamped push and email notifications
We rebuilt notification templates to send live order status updates via push and email, keeping users informed wherever they are.
Key metrics & goals
Now in development and not yet live, these targets will guide and measure the feature’s success after launch:
Reduction in order-related support tickets within three months of launch, reflecting smoother buyer–seller communication.
Increase in post-purchase chat threads, demonstrating stronger direct engagement between users.
Lift in post-order CSAT scores for communication, indicating improved user satisfaction.