Shipt Shopper Stats

Making Shopper Stats work for shoppers

Shipt Shoppers rely on the in-app Shopper Stats page and a weekly email to track their ratings and identify areas for improvement. However, the existing design was often unclear, making it one of the most frequent support topics. Shoppers described it as confusing and clunky.

I led a redesign to improve transparency, clarity, and usability—empowering shoppers with actionable insights to grow their business through excellent customer service.

Shoppers now see:

• A more comprehensive look at their Stats with new insights on previous orders and ratings
• Greater transparency into their Average Rating with a more specific number
• An enhanced Ratings scale to help them visually track their Average Rating and see if it's considered "Excellent", "Good", "Fair", or "At risk"
• Updates on their most recent ratings and member feedback as they are received
• Member feedback, including compliments and growth opportunities, right in the Shopper app. No more waiting on a weekly email.

But what did Shoppers have to say? They loved it!

Recognition

Shipt Shopper Stats was selected as an official nominee for The Webby Awards in the Best User Experience (Apps and Software) category.