All Work

Branded Tracking Pages That Reduce WISMO by 75% and Decrease Cart Abandonment by 38%

FenixCommerce empowers US D2C retailers to rival Amazon by making delivery promises central to customer trust and retention.

As founding designer, I shaped a system where the tracking page becomes the brand’s most powerful retention and engagement tool.

The Challenge: Tackling Anxiety, Support Volume, and Missed Revenue

Time Zone & Delivery Anxiety: Customers fret over long-haul orders and unpredictability.

Support Team Overload: Without proactive updates, WISMO (“Where Is My Order?”) calls skyrocket.

Static Pages, Static Revenue: Generic tracking fails to capture post-purchase engagement or sales.

Design Breakthrough: Scalable, Brand-First Tracking Experiences

Customizable Brand Touchpoint: Modular templates for consistent, on-brand communication from checkout to delivery.
Smart, Automated Communication: Seamless email and SMS updates reduce confusion and support demand.
Conversion-Ready Engagement: In-context offers, tips, and recommendations drive additional value after purchase.
Real-Time Voice of Customer: Built-in feedback widgets capture sentiment when it matters most.

Real Business Impact: Metrics That Move the Needle

75% Fewer WISMO Support Calls

Automation and transparency keep customers in the loop and out of the help desk queue.

38% Lower Cart Abandonment

Displaying real-time, accurate delivery dates on the tracking page reassures customers post-purchase, reducing their anxiety and minimizing the chances of cart abandonment for future orders

Retention Multiplier Effect

A 5% boost in retention can drive profits up by 25% to 95% and FenixCommerce tracking pages spark those repeat relationships.

Branded Differentiation

Transforming order tracking into a post-purchase marketing platform drives lifetime value.

Transformative UX Shifts for Retailers

Passive Status → Active Engagement

Support Burden → Customer Trust

Transactional Page → Relationship Platform

Grateful Acknowledgements

A sincere thank you to Akhilesh Chandra, CEO of FenixCommerce, and Sharath Chandra, CTO of FenixCommerce, for their visionary leadership, for trusting me as the founding designer, and for generously sharing their insights, guidance, and learnings throughout this journey.