Improving the Orders & Account experience
Overview
iHerb is the world’s largest e-commerce platform dedicated to vitamins, minerals, supplements, and other health and wellness products, serving customers globally — across web, mobile, and native iOS and Android app platforms.
As the design lead for the Orders and Account domain, I partnered closely with product owners to define strategy, gather requirements, and deliver a significantly improved user experience across all platforms.
My role included:
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Design leadership: Led end-to-end UX strategy and execution for the domain
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Cross-functional collaboration: Worked closely with product owners, developers, and other stakeholders to align vision and delivery
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System design: Helped create and maintain a new cross-platform design system, including documentation and style guides
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Platform cohesion: Ensured a unified experience across responsive web, mobile, and native applications
Challenge
Customers were facing friction when trying to:
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Track orders and payment information
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Initiate and monitor returns
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Navigate and manage their account details
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Understand and use loyalty rewards
The existing experience lacked consistency across platforms and didn’t fully meet the expectations of today’s e-commerce users.
Solution
I led a comprehensive redesign of the Orders, Returns, and Account experience across iHerb’s web, mobile web, and native apps.
Key improvements included:
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Streamlined order tracking with a clearer set of status indicators and improved information hierarchy
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Simplified return workflows that made it easier for users to initiate, monitor, and understand return status
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Redesigned account hub that consolidated key user actions and surfaced reward and loyalty information more effectively
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Consistent design language across platforms, supported by an improved shared design system
Impact
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Improved customer satisfaction and usability across critical post-purchase and account-related flows
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Reduced user frustration by clarifying return processes and order tracking
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Supported faster and more scalable development through a centralized design system
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Elevated the quality and consistency of the user experience across all digital touchpoints
Example of comprehensive Figma workflow. This is mapping the redesigned Returns experience — capturing every step, edge case, and variation to ensure clarity, consistency, and smooth hand-off to development.
Interactive prototype of the redesigned Returns flow — used to validate usability, refine interactions, and align stakeholders around the new solution.
