@2025 Chandeshwari All Rights Reserved , Inc.
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@2025 Chandeshwari All Rights Reserved , Inc.
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From Browsing to Buying: Designing a Boutique Storefront
E-commerce
UX/UI Design
Website
|
Overview
Lotus is a newly launched boutique brand based in India that offers a curated collection of both Indian traditional and contemporary Western outfits. It caters to a diverse audience that values style, authenticity, and quality.
Team
UI Designer (Me)
Software Engineer
Client
Challenge
As a new entrant in the highly competitive online fashion space, our key challenge has been establishing credibility and gaining the trust of first-time customers. Initial goal was to create a trustworthy online presence, build brand awareness, and convert interest into sales.
My Role
User research and analysis
UX and UI design
Wireframes
Prototyping
Impact
Integrated real-time support via WhatsApp and chatbot enhanced the buying experience, resulting in a 10% boost in repeat purchases — a strong signal of growing brand loyalty and trust.
Timeline
1 Feb 2021 - March 2022
Tools
Figma, Figjam
Research
Business objectives
Drive revenue growth, retain loyal customers, attract new shoppers, clear warehouse inventory, and make traditional wear accessible and affordable.
Overview
User expectations
Shoppers want accurate size guides, a simple checkout, rich product imagery, free shipping, visible discounts, easy returns, and a wide selection of traditional clothing tailored for Indian occasions.
Technical considerations
We had to work within developer time constraints and database limits while ensuring the site was responsive, secure, and supported real-time inventory updates and advanced filtering.
Designing
Challenge #1
Bridging the Sizing Gap: Making Fit Feel Personal in Online Fashion
The Research:
User feedback revealed a clear pattern: shoppers struggled to find the right fit. With models that didn’t reflect their body types, many were left guessing—especially when product images featured models whose body types differed significantly from their own.
This often led to incorrect purchases, increased return rates, and negative sentiment around online shopping
The Problem:
Users struggle to choose the correct size due to lack of personalized sizing guidance, leading to frequent returns. Users needed better tools to feel sure about their choices before clicking "Buy."
The Solution:
I introduced an interactive, user-friendly size guide tailored to Indian sizing standards, along with visual cues like model measurements, and suggestions based on body type or previous purchase history (if logged in). The guide appears prominently before checkout to reduce uncertainty.
The final Screen
Impact
Helped reduce friction at the decision-making stage.
Lowered size-related return rates and increased purchase confidence.
Encouraged users to stay on-site longer, comparing styles confidently.
Challenge #2
From Bots to Conversations: Humanizing Support with WhatsApp Integration
Through competitor research, app reviews, and user interviews, I discovered that shoppers often abandoned carts or dropped off mid-purchase due to unresolved queries — ranging from size clarifications to delivery timelines.
Existing chatbots felt cold, repetitive, and often unhelpful, leaving users frustrated. It became clear that the problem wasn’t just speed, but the human factor in support. Users didn’t want more automation — they wanted access, empathy, and clarity.
The Problem:
Generic automated support systems frustrate users, resulting in unresolved questions, poor satisfaction, and purchase drop-offs.
The Solution:
Integrate WhatsApp as a direct customer support channel alongside a smart chatbot — offering real-time, human assistance in a platform users already trust and use daily. This reduces the learning curve and builds emotional comfort into the shopping journey.
Can also include track your order
Can also include track your order
The final Screen
Impact
Reduced support friction by enabling instant, contextual assistance.
Increased user satisfaction by mimicking natural human conversation
Improved conversion and retention by addressing last-mile doubts in real time
Challenge #3
From Checkout to Confidence:
Building Trust Through Secure Payments and Real-Time Order Tracking
During user research and competitor analysis, a recurring concern surfaced — lack of trust during checkout. Users often worried whether their payment went through or if they’d receive updates about their order. This hesitation especially impacted first-time customers of lesser-known or boutique brands.
To validate the issue, I reviewed low-rated feedback from similar fashion websites and noticed frequent complaints like:
“I didn’t receive any confirmation message.”
“Not sure when my order will arrive.”
“Felt unsure after entering card details.”
Clearly, confidence during checkout and post-purchase transparency were crucial to a good experience.
The Problem:
Unclear or delayed post-checkout communication leads to user anxiety, mistrust, and cart abandonment — especially when customers don’t receive immediate updates.
The Solution:
We implemented a secure, seamless checkout flow, followed by an instant WhatsApp confirmation message and ongoing order tracking updates through the same channel. This gives users peace of mind and control over their purchase journey — on a platform they use daily.
The final Screen
Impact
Increased user trust in the brand by providing secure, transparent transactions
Boosted post-purchase engagement through WhatsApp tracking updates
Reduced support queries related to order status or missing confirmations
My Learnings
This project deepened my understanding of human-centered design — real impact comes from listening closely to user pain points and responding with practical, thoughtful solutions. I learned how to:
Balance business goals with user empathy to craft meaningful experiences.
Design within technical constraints while still pushing for innovation.
Use simple, familiar tools (like WhatsApp) to solve complex usability issues.
Prioritize trust, clarity, and comfort at every step of the user journey — especially during high-stress moments like payment or support.
Next project
Employee Dashboard Redesign
UX/UI Design
Desktop App
2023
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