All work Amazon Autos • 2025

Order fulfillment, from checkout to pickup

A redesign of the Order Details page, and the fulfillment experience behind buying a car on Amazon.

Role
Lead Designer
Timeline
8 months
Contributions
Design, research, strategy
Partners
Amazon Payments · REX

Overview

On Amazon Autos, checkout only reserves the car — insurance, financing, contracts, and pickup all come after. I redesigned the Order Details page into one place for everything left to do, and cancellations dropped 6%.

Order status header: Finalizing your order, your contracts are ready to review, with a progress bar
The 2025 Hyundai Santa Fe Calligraphy AWD
Next steps: appointment and insurance done, contracts up next, final payment to go
Actions: Contact us, Message dealer, Cancel order
Order details in one row layout: the vehicle and VIN, the order, deposit and card, and the pickup location with its hours
Pickup appointment card: date, time, dealership and what to bring, with a Change link
Additional documents: if South Bay Hyundai needs anything else, we will email you, with an Upload a document button

Checkout and next steps

Every notification points to the same next step, and each task gets a screen of its own.

The order confirmation email: what to do next, the order details, the pickup appointment and the dealership
Price breakdown for a Texas buyer: a note that including the trade-in saves $1,312.50 in sales tax, the estimated total and a monthly payment of $490
Place your down payment: $2,500 due ($3,000 down, $500 deposit already paid), by bank transfer or with a cashier’s check at the dealership

Pickup

The car lives in Your Orders like anything else, then on the lock screen on pickup day.

Your Orders on Amazon: the Santa Fe sits alongside everyday orders, Ready for pickup, with a reminder to bring a license, insurance and the trade-in title
Picked up: rate your dealership, the return window through Tue, Aug 26 or 300 miles, and the official walkthrough video

Fewer cancellations, shorter pickups

With contracts arriving before the appointment, picking up the car became a 30–45 minute handoff.

−6%

Order cancellations

78%

Contracts sent on time, up from 50%

30–45 min

Pickup appointments