Design Lead for the buyer, seller post-purchase, and checkout experiences across Facebook Shops, Facebook Marketplace, and Instagram Shops
Accomplishments
Created unified checkout and post-purchase experiences across Facebook and Instagram
Successfully negotiated the separation of Orders from Facebook Pay by influencing leadership and cross-functional partners
Successfully positioned Post Purchase to become a reconsideration channel to support Meta’s top priority - Shop Ads
Highlights
Improved our Good Order Experience (main metric for Post Purchase experience) from 77% to 91%. Measured by reductions in claims, cancelations, and returns
Unified Post-Purchase: Instagram
Unified Post-Purchase: Facebook
Ship tracking: Business messaging
Merchant incentive: Business messaging
Reconsideration: Email
