About Meta Commerce:
Meta Commerce is the integration of commerce and social experiences across Meta platforms, including Facebook and Instagram.
Project Scope:
Shopify sellers on Facebook and Instagram lacked delivery date information, which impacted conversions, reduced ROAS for sellers, and lowered GMV for Meta.
My Role:
I developed new admin features within the Shopify Sellers' business suite, enabling sellers to set delivery dates and track on-time delivery. I also created and implemented guidance to help sellers navigate these new features.
Key Collaborators:
Product Marketing Lead
Partnership Director
Principal Data Analyst
Product Designer
Engineers
My Deliverables:
Empathy Map
Flow Diagrams
Evaluation Metrics
In-app Guidance
E-mail Messaging Strategy
New Delivery Date Features: "Processing and Transit Times”
Created Meta Commerce’s first-ever Empathy Map to help the team understand and visualize customers’ emotional experiences and reactions throughout their interactions with Shopify sellers’ storefronts.
This exercise — along with supporting metrics — convinced the team that the absence of estimated delivery dates on Shopify storefronts was eroding customers’ peace of mind and confidence in making purchases, as they were uncertain about when their orders would arrive.
Collaborated with the Product Marketing Lead, Engineers, and Product Designers to develop new delivery date features that allowed sellers to set processing and transit times.
After sellers calculated processing and transit times, we assisted them in using this data to set estimated delivery dates. This information was then shared with customers, building trust by informing them when to expect their purchases.
Partnered with the Shopify Partnership Director to create in-app guidance and an email messaging strategy to educate Shopify sellers about the importance of accurate delivery dates and how to use the new features to their advantage.
