Gabriel Naranjo
Kidō is a store for commuters that use a bike as their main means of transportation. This is a personal project that I used as a technical challenge, for the post sale flow in this case. All the content here is mine, including the product itself.
Kidō serves a growing urban community that has adopted micro mobility as their lifestyle.
Our products are created for those who want an urban and practical look that looks good while set in their means of transportation as well as while they are carrying it.
Why can't I quickly check my order between commutes?"
This was the recurring complaint from Kidō's urban mobility users. The post-purchase experience had critical pain points: users couldn't efficiently track orders on mobile, the returns process was frustratingly complex, and customer support operated only during business hours. Something had to change.
Instead of relying solely on support tickets, I applied Design Thinking to understand the complete user ecosystem:
Research revealed three clear user segments. Each group had specific post-purchase pain points requiring different approaches.
Need quick verification between commutes
Price-sensitive, require simple returns process
Seek detailed product information and values alignment
Users need to quickly verify the status of their orders between commutes
They require efficient mobile access to information about their purchases
They need to solve problems (changes or returns) quickly
They need to check compatibility of accessories with their means of transportation
Key Insight: Post-purchase experience must mirror the agility users expect from their transportation.
This is a representation of the transit of the user through the post-purchase flow, which is useful to understand the states and associated actions the user will meet in this process.
This mermaid visualization is easily generated in Figma and embedded into Jira, and it's a useful starting point when writing the associated user stories.
The paper wireframe allowed me to define the main elements on each screen and quickly test different options, which were later refined in Figma with better specficity.
With the design goals front and center, I translated the wireframes to screen scketches in Figma, creating the typography, layout and color definitions. The design needed to reflect the values of empathy, mobility, modernity, speed, ease of use, and safety.
A design proposal with mobile and desktop versions was made using the design system. One mobile prototype of the flow was created.
60% of users are professionals checking orders between commutes
Post-purchase support must adapt to order status and product type
Clear status indicators reduced confusion
Establishing typography and color scales from the start maintained cohesion across responsive designs
