{ Success Story: On-time Delivery }

Shoppers control shipping details for perishable gifts

PSG Commerce Success Story: Dakin Farm Dakin Farm, specializing in gifts and perishable food items, understands the importance of offering shoppers delivery date options and accurate shipping information. They can even make or break a sale. Complicating matters are calculations for maximum transport days for perishables and blackout dates for weekends, some holidays, and Mondays.

Our client asked us to simplify the "Ship to Arrive" date selection for their customers and integrate messaging on standard delivery dates and blackouts – all while maintaining existing business logic and work flows.

Project design was shaped by our client's key priorities: (1) clarify for shoppers' available ship to dates and (2) reduce shoppers' confusion and calls to customer service.

PSG worked with Dakin Farm to maintain current business rules supporting order fulfillment — such as perishable item flags and shipping method options — while adding new requirements such as blackout dates, smart disclaimers, and seasonal filters.

Originally, a shopper was presented with a default "Ship to Arrive" date with an option to choose an arrival day, month, and year from a drop down menu. This method did not give shoppers a good visual on days of the week, holidays, and associated shipping costs, however.

Before the shipping date selection redesign, the checkout page invited room for improvement.

With the redesign of the shipping information section on the Checkout page, the "Ship to Arrive" drop down menus have been replaced by a more intuitive "Select New Arrival Date" button and an easy-to-navigate calendar widget pop-up.

After the shipping date selection redesign, the checkout page made it clear when a shopper could expect delivery and provided a clear opportunity to select a new arrival date.

When a shopper chooses the "Select New Arrival Date" button and triggers the calendar pop-up, the primary focus is placed on the display and selection of available delivery dates. Meanwhile, secondary focus is placed on shipping methods, scheduled delivery date range and shipping costs.

Previously a shopper selected month, day, and year date options from a drop down menu and received limited feedback about what dates were actually available for delivery. Now, shoppers view a detailed pop-up calendar that conveys available delivery dates, blackout information, shipping methods, and shipping costs.

The addition of a calendar widget improved a shopper's ability to select an optimum delivery date and view related shipping information.

Clarity regarding available "Ship to Arrive" dates has increased, while calls to customer service have decreased. This past holiday season, Dakin Farm implemented a seasonal disclaimer as Christmas Day approached that also helped emphasize available dates and express shipping options.

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