What is naver
Lack of Clear Information Before Purchase
Common feedback across partner interviews highlighted a significant lack of essential information.
To address this, we mapped the user journey across three key stages, identifying specific pain points at each step.
Shipping Information
Difficulty Verifying Real-Time Delivery Status
Because we couldn't track real-time logistics data, we set each delivery stage to a fixed 2-day schedule.
We chose this simplified method to give customers a predictable timeline and ensure system stability,
rather than showing unverified data. However, this meant that when actual deliveries were delayed,
the information shown to customers didn't always match reality.
Subscription Payment
Absence of Payment Failure Notifications and Guidance
Due to the lack of proactive notifications, customers found it difficult to prevent issues in advance. Issues remained undetectable until the customer visited the page, making an immediate response nearly impossible.
Delivery Schedule
Inability to Track the Full Delivery Cycle
When accessing the subscription settings, customers could only see information related to the current cycle.
There was no page to view the full subscription schedule — including past and upcoming cycles — making it difficult to track overall progress.
Hypothesis
Providing detailed information and advance alerts will reduce payment failures caused by a lack of awareness.
Key Improvements at a Glance
Shipping Information
Real-time status updates
With real-time data now available, I redesigned the tracking UI to show the delivery process in more detail.
By breaking down the journey into smaller, clear steps, I made it easier for customers to see exactly where their order is. This visual improvement removes any confusion and helps customers feel more confident and informed at every stage.
Subscription Payment
Early alerts for potential payment failures
Payment failure is a critical touchpoint in subscription services that often leads to customer churn.
I designed this system to maintain a seamless subscription experience by proactively alerting customers to potential issues before they occur and providing transparent reasons and actionable solutions when a failure happens.
In-app Messaging
Subscription Status Card
Delivery Schedule
Full delivery schedule view
I included the entire subscription process, from past usage history to upcoming delivery schedules, on a single screen. I designed it so customers can grasp the overall flow at a glance and manage it proactively, maximizing the convenience of using the service.
Reduction in Payment Failures
1
~46% Reduction in Payment Failures
Since the late-August release, the number of payment failure cases has dropped by over 570, significantly improving transaction stability. In subscription services, each payment failure is a direct churn risk — the customer either cancels or doesn't re-engage. Reducing failure cases per quarter means preserving that many active subscriptions.
2
Hypothesis Validated
Providing detailed information and proactive alerts effectively prevented negative customer experiences, demonstrating a strong business impact by reducing potential friction during checkout.
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