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A single source of truth for order tracking
FULL
Wednesday May 27, 2026 11:15 - 11:45 CEST
🧩 PM/UX ARENA
Limited Capacity full
Adding this to your schedule will put you on the waitlist.
What happens when a customer checks the status of an order and finds different answers depending on the channel?
This question was the starting point of an investigation that revealed a bigger issue than it initially seemed: the same order could display different information in the app and on the web, regardless of whether it was placed through e-commerce or in a physical store. The outcome was predictable — customer confusion, increased Contact Rate, and a direct impact on NPS.

To understand the root cause, we initiated a **discovery process** that mapped the entire order journey across multiple customer touchpoints — app, web, telesales, email, and WhatsApp — while also diving into the systems that generate and distribute this information.
It quickly became clear that the challenge was not only technological, but about **orchestrating systems, channels, and teams to transform a complex ecosystem into a simple and reliable experience for the customer**.

Collaboration between squads enabled us to standardize information in the backend, increase transparency for the frontend, and evolve the order tracking experience — making it easier for customers to check order status, refund information, and in-store pickup details.

In the end, the goal is as simple as it is powerful: ensuring that customers can find a **single source of truth about their order**, no matter where they look. As a result, we aim to reduce Contact Rate, increase the app’s NPS, and decrease the number of abandoned payments.

In this talk, we will share the behind-the-scenes of this discovery process — and how technical and product decisions can directly transform the customer experience.
Speakers
avatar for Thaisa Cristina Marques

Thaisa Cristina Marques

Product Manager, Leroy Merlin Brazil
I am Thaísa Marques, Product Manager for the Leroy Merlin mobile app since July 2025. In this role, I focus on evolving the app to drive adoption and recurring usage while delivering a simple, personalized, and reliable shopping experience for customers. My primary challenge is to... Read More →
avatar for Milene Rocha De Sousa

Milene Rocha De Sousa

Leroy Merlin Brazil
I’m Milene Rocha, 37 years old, with a degree in Industrial Design with a specialization in Visual Programming, a postgraduate degree in Design Management, and a specialization course in UX Design.
I joined Leroy Merlin in 2024 as a contractor to work on the Marketplace, where I mapped the seller onboarding journey and proposed system integration solutions to increase operational efficiency and reduce the time required for sellers to start selling on the platform. In this context... Read More →
Wednesday May 27, 2026 11:15 - 11:45 CEST
🧩 PM/UX ARENA 135 Rue Sadi Carnot, Ronchin, France
  Product Management / UX, Talk

Attendees (50)


Waitlist (15)


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