[{"data":1,"prerenderedAt":494},["ShallowReactive",2],{"case-\u002Fen\u002Fcases\u002Fazbuka-order":3,"cases-list-cases_en":420},{"id":4,"title":5,"body":6,"company":383,"cover":384,"description":388,"draft":389,"extension":390,"hero":391,"meta":394,"navigation":395,"ogImage":396,"order":397,"path":398,"period":399,"platform":400,"problemLine":401,"product":402,"prototype":403,"role":404,"seo":405,"status":406,"stem":407,"team":408,"tint":409,"tldr":410,"tools":415,"workType":417,"year":418,"__hash__":419},"cases_en\u002Fen\u002Fcases\u002Fazbuka-order.md","Azbuka Vkusa: giving customers control of their order after checkout",{"type":7,"value":8,"toc":374},"minimark",[9,62,96,203,354],[10,11,14,19],"case-section",{"id":12,"label":13},"problem","Problem",[15,16,18],"h2",{"id":17},"control-over-the-order-ends-at-the-checkout-button","Control over the order ends at the checkout button",[20,21,22,39,53],"case-grid",{},[23,24,26],"tile-text",{"label":25},"For users",[27,28,29,33,36],"ul",{},[30,31,32],"li",{},"Remembered a forgotten item after paying — can't add, remove, or cancel",[30,34,35],{},"Spoiled, stale, or missing items — canned replies and days of waiting",[30,37,38],{},"Asked to keep the product as evidence",[23,40,42],{"label":41},"For the business",[27,43,44,47,50],{},[30,45,46],{},"Support load: every change and every complaint goes through chat",[30,48,49],{},"A second order instead of an add-on means an extra delivery",[30,51,52],{},"After a bad experience, customers write a review instead of ordering again",[23,54,58],{"label":55,"span":56,"tone":57},"A long delivery loop","full","outline",[59,60,61],"p",{},"Grocery delivery is a long loop: you order at lunch, it arrives in the evening. In between, customers remember something they forgot, and after delivery they may find something spoiled. Either way, there's no action inside the order — only a second order or a support chat.",[10,63,66,70,74,86],{"id":64,"label":65},"research","What I learned",[15,67,69],{"id":68},"customers-lack-control-at-two-points-before-picking-starts-and-after-delivery","Customers lack control at two points: before picking starts and after delivery",[71,72],"method-chips",{"items":73},"Review analysis, Order lifecycle, Hypothesis prioritization",[59,75,76,77,81,82,85],{},"I mapped the full order lifecycle and found two points where customers lack control: ",[78,79,80],"strong",{},"before picking starts"," and ",[78,83,84],{},"after delivery",".",[20,87,88],{},[89,90],"tile-image",{"alt":91,"src":92,"bg":93,"span":56,"width":94,"height":95},"Concept overview: a four-status order lifecycle, two new intervention points, cards for hypotheses 1 and 5, and five solution principles","\u002Fcases\u002Fazbuka-order\u002Foverview.png","#F4F4F2",1800,1207,[10,97,100,104,107,194],{"id":98,"label":99},"hypotheses","Options and decision",[15,101,103],{"id":102},"the-thinner-the-evidence-the-smaller-the-first-release","The thinner the evidence, the smaller the first release",[59,105,106],{},"I picked two hypotheses from the backlog and assessed their evidence. The “On the way” status is out of scope: the progress bar, delay notice, and time shift already shipped in 2026 releases.",[108,109,110,125],"table",{},[111,112,113],"thead",{},[114,115,116,119,122],"tr",{},[117,118],"th",{},[117,120,121],{},"Hypothesis 5 · Edit before picking",[117,123,124],{},"Hypothesis 1 · Problem with item",[126,127,128,142,155,168,181],"tbody",{},[114,129,130,136,139],{},[131,132,133],"td",{},[78,134,135],{},"Evidence",[131,137,138],{},"Thin: 2 reviews",[131,140,141],{},"Moderate",[114,143,144,149,152],{},[131,145,146],{},[78,147,148],{},"Core idea",[131,150,151],{},"Fix a paid order without a second delivery",[131,153,154],{},"Report a problem faster than writing an angry review",[114,156,157,162,165],{},[131,158,159],{},[78,160,161],{},"MVP",[131,163,164],{},"Editing and cancellation in one time-boxed window",[131,166,167],{},"Per-item claims, auto-compensation for low-cost items, status and deadline for the rest",[114,169,170,175,178],{},[131,171,172],{},[78,173,174],{},"First release",[131,176,177],{},"Cancellation only — as a demand probe",[131,179,180],{},"—",[114,182,183,188,191],{},[131,184,185],{},[78,186,187],{},"Metric",[131,189,190],{},"Share of edits and cancellations in the app rather than via support",[131,192,193],{},"Repeat order within 30 days of a problem order",[20,195,196],{},[23,197,200],{"label":198,"span":56,"tone":199},"Why different first releases","dark",[59,201,202],{},"Hypothesis 5 rests on thin evidence — just two reviews. It's too early to build full editing with weighed items and hold recalculation. Cancellation is cheaper to build and will show whether there's demand for changes after payment.",[10,204,207,211,214,275],{"id":205,"label":206},"solution","Key decisions",[15,208,210],{"id":209},"actions-live-where-the-order-is-and-the-limits-are-visible-upfront","Actions live where the order is, and the limits are visible upfront",[59,212,213],{},"Amounts, times, order numbers, and auto-compensation thresholds in the mockups are examples, not real data.",[20,215,216,227,233,237,247,257,261,265],{},[23,217,219,224],{"label":218},"Decision 1",[220,221,223],"h3",{"id":222},"a-timed-edit-window-before-picking-starts","A timed edit window before picking starts",[59,225,226],{},"A placed order shows a “You can edit until 14:20” banner with a countdown: the slot and prices are kept. Customers can only add what's in stock at the picking store — no second delivery.",[89,228],{"alt":229,"src":230,"width":231,"height":232},"5.1 · Order placed: a “You can edit until 14:20” banner with time remaining and an “Edit order” button","\u002Fcases\u002Fazbuka-order\u002Fs-h5-1-oformlen.png",647,1400,[89,234],{"alt":235,"src":236,"width":231,"height":232},"5.4 · “Review your changes”: added, changed and removed items, an extra charge of “about 646 ₽” and why it says “about”","\u002Fcases\u002Fazbuka-order\u002Fs-h5-4-summary.png",[23,238,240,244],{"label":239},"Decision 2",[220,241,243],{"id":242},"an-honest-about-for-weighed-items","An honest “about” for weighed items",[59,245,246],{},"Nothing changes until the customer confirms the edits. We'll raise the card hold, charge the exact amount after picking, and if the weight comes in lower, we won't charge the difference.",[23,248,250,254],{"label":249},"Decision 3",[220,251,253],{"id":252},"a-photo-is-the-evidence-no-need-to-keep-the-product","A photo is the evidence — no need to keep the product",[59,255,256],{},"Every item in a delivered order has a “Problem with item” link, and all problem items go into one claim. A hint says what to shoot: the label with the expiry date, the packaging, the product; for food poisoning or a foreign object there's no form — we call back.",[89,258],{"alt":259,"src":260,"width":231,"height":232},"1.3 · “What happened?”: a reason per item, a photo of the label and a note that there's no need to keep the product","\u002Fcases\u002Fazbuka-order\u002Fs-h1-3-prichina.png",[89,262],{"alt":263,"src":264,"width":231,"height":232},"1.4 · “How should we resolve it?”: money to card, points or redelivery for low-cost items, and an expensive item sent to a specialist with a response deadline","\u002Fcases\u002Fazbuka-order\u002Fs-h1-4-reshenie.png",[23,266,268,272],{"label":267},"Decision 4",[220,269,271],{"id":270},"low-cost-items-are-resolved-instantly-and-the-customer-chooses-how","Low-cost items are resolved instantly, and the customer chooses how",[59,273,274],{},"Money to card, points, or redelivery — money is always an option. Expensive items go to a specialist with a response deadline.",[276,277,279],"all-screens",{"count":278},"6",[20,280,281,317,322,328,332,336,340,344,348],{},[23,282,284],{"label":283,"span":56},"Five solution principles",[285,286,287,293,299,305,311],"ol",{},[30,288,289,292],{},[78,290,291],{},"Act where the order is"," — from the order card and the item, not a generic chat.",[30,294,295,298],{},[78,296,297],{},"Show what's still possible"," — the status says until when.",[30,300,301,304],{},[78,302,303],{},"Resolve first, investigate later"," — a photo is the evidence; no need to keep the product.",[30,306,307,310],{},[78,308,309],{},"The customer chooses"," — money, points, or redelivery; money is always an option.",[30,312,313,316],{},[78,314,315],{},"Honest timelines"," — if a human is needed, the status and response time are visible.",[89,318],{"alt":319,"src":320,"bg":93,"span":56,"width":94,"height":321},"Hypothesis 5, screens 5.1–5.6: order placed with a timer, edit mode, adding from a product page, edit summary with an extra charge of “about 646 ₽”, order cancellation, and the “Picking” status with the window closed","\u002Fcases\u002Fazbuka-order\u002Fedit-flow.png",760,[23,323,325],{"label":324,"tone":199},"Cancellation and the closed window",[59,326,327],{},"From a product page — “Add to order for 18:00–20:00”. The cancel screen reminds that the order can be edited and shows what will be returned: money, points, promo code. If picking starts while the customer is editing, the changes aren't lost — the items move to the cart for the next order. After 14:20 the buttons are replaced with “Editing is no longer possible — the picker is on the floor” and a link to chat.",[89,329],{"alt":330,"src":331,"width":231,"height":232},"5.6 · “Picking your order”: changes saved to the next order's cart, editing is no longer possible, and an order chat link","\u002Fcases\u002Fazbuka-order\u002Fs-h5-6-sobiraem.png",[89,333],{"alt":334,"src":335,"bg":93,"span":56,"width":94,"height":321},"Hypothesis 1, screens 1.1–1.6: delivered order, item selection, reason and photo, choosing a resolution, the “738 ₽ refunded” result, and the claim with its status","\u002Fcases\u002Fazbuka-order\u002Fproblem-flow.png",[89,337],{"alt":338,"src":339,"width":231,"height":232},"1.1 · Delivered order: “Is everything OK with your order?” and a “Problem with item” link next to each item","\u002Fcases\u002Fazbuka-order\u002Fs-h1-1-dostavlen.png",[89,341],{"alt":342,"src":343,"width":231,"height":232},"1.2 · “Which items have a problem?”: selected items and a separate “Problem with the whole order” path","\u002Fcases\u002Fazbuka-order\u002Fs-h1-2-pozicii.png",[89,345],{"alt":346,"src":347,"width":231,"height":232},"1.5 · The “738 ₽ refunded to your card” result and an item passed to a specialist with a response deadline","\u002Fcases\u002Fazbuka-order\u002Fs-h1-5-rezultat.png",[23,349,351],{"label":350},"Result and status",[59,352,353],{},"After delivery — “Is everything OK with your order?”. Someone else's order gets a separate path to a specialist. At the end — a result screen and the claim status in the order card: what was refunded, what's under review, and when to expect an answer.",[10,355,358,362,365,368],{"id":356,"label":357},"metrics","Results",[15,359,361],{"id":360},"success-means-edits-move-out-of-chat-and-customers-come-back-after-a-problem","Success means edits move out of chat and customers come back after a problem",[59,363,364],{},"This is a concept, so this is a measurement plan: one primary metric per hypothesis and a demand probe for the first release.",[356,366],{":items":367},"[{\"metric\":\"Share of edits and cancellations in the app rather than via support\",\"why\":\"Primary for hypothesis 5: the edit window replaces the chat\",\"expect\":\"Increase\"},{\"metric\":\"Repeat order within 30 days of a problem order\",\"why\":\"Primary for hypothesis 1: the issue was resolved well enough that the customer stayed\",\"expect\":\"Increase\"},{\"metric\":\"Demand for cancellation in the first release\",\"why\":\"Demand probe for hypothesis 5 before full editing\",\"expect\":\"Go\u002Fno-go for phase two\"}]",[59,369,370,373],{},[78,371,372],{},"Guardrails I'd add:"," auto-compensation cost per order, share of disputed photo claims, picking failures caused by last-minute changes.",{"title":375,"searchDepth":376,"depth":376,"links":377},"",2,[378,379,380,381,382],{"id":17,"depth":376,"text":18},{"id":68,"depth":376,"text":69},{"id":102,"depth":376,"text":103},{"id":209,"depth":376,"text":210},{"id":360,"depth":376,"text":361},"Azbuka Vkusa",{"src":385,"alt":386,"bg":387},"\u002Fcases\u002Fazbuka-order\u002Fcover.png","Azbuka Vkusa logo on a dark green background","#004018","A concept for the Azbuka Vkusa app: edit an order before picking starts and resolve product issues per item with a photo. Two hypotheses, principles, a 12-screen prototype.",false,"md",{"src":392,"alt":393},"\u002Fcases\u002Fazbuka-order\u002Fhero.png","Three screens: order placed with a “You can edit until 14:20” timer, a delivered order with “Report a problem”, and choosing a refund to card",{},true,"\u002Fog\u002Fen\u002Fazbuka-order.png",5,"\u002Fen\u002Fcases\u002Fazbuka-order","2026","iOS \u002F Android","After checkout, orders can’t be edited and issues go to chat","Mobile app, order details",null,"Hypothesis prioritization, product decisions, UX\u002FUI, clickable prototype",{"title":5,"description":388},"concept","en\u002Fcases\u002Fazbuka-order","Solo","#D7EAE1",{"problem":411,"solution":412,"role":413,"effect":414},"Once paid, an order can't be edited or canceled; a spoiled item means canned replies, days of waiting and keeping it as evidence","Two status-aware actions in the order card: “Edit order” before picking starts and “Problem with item” for each item after delivery.","Picked two hypotheses and assessed their evidence, defined principles and the MVP, designed 12 screens and a prototype","How to measure: share of edits and cancellations in the app rather than via support · repeat order within 30 days of a problem order",[416],"Claude Design","iOS \u002F Android · hypotheses, UX\u002FUI, prototype",2026,"NBQePzBlPQ4gnwTkDaLjC5dy5_X3z-PoJ45hq0ffBpI",[421,436,449,463,477,480],{"path":422,"company":423,"status":424,"problemLine":425,"workType":426,"cover":427,"hero":431,"order":434,"draft":389,"title":435},"\u002Fen\u002Fcases\u002Fbookberry-booking","BookBerry × Outglow","real","Direct hotel booking with price and terms clear upfront","Mobile web + desktop · flows, UI, design system",{"src":428,"alt":429,"bg":430},"\u002Fcases\u002Fbookberry-booking\u002Fcover.png","Bookberry AI logo on a light cream background","#FFFEED",{"src":432,"alt":433},"\u002Fcases\u002Fbookberry-booking\u002Fhero.png","Desktop room page: photo gallery, description, amenities and a right-hand column with the 4-night price, cancellation terms and add-ons",1,"BookBerry: direct hotel booking where price and terms are clear before payment",{"path":437,"company":438,"status":424,"problemLine":439,"workType":440,"cover":441,"hero":445,"order":376,"draft":389,"title":448},"\u002Fen\u002Fcases\u002Fbnberry-emails","BnBerry","In a minute, hosts see revenue, AI results and what to fix","Email · product design, 3 iterations",{"src":442,"alt":443,"bg":444},"\u002Fcases\u002Fbnberry-emails\u002Fcover.png","BnBerry logo on a violet background","#6366F1",{"src":446,"alt":447},"\u002Fcases\u002Fbnberry-emails\u002Fhero.png","Three email versions side by side: Voice of Guest with chips, a minimal version with AI insight and the approved Monthly Performance Recap","BnBerry: the monthly host email — from a review digest to revenue and actions",{"path":450,"company":451,"status":406,"problemLine":452,"workType":453,"cover":454,"hero":458,"order":461,"draft":389,"title":462},"\u002Fen\u002Fcases\u002Fpinterest-ai-control","Pinterest","A “less AI” setting exists, yet AI still fills the feed","iOS \u002F Android · research, UX\u002FUI, prototype",{"src":455,"alt":456,"bg":457},"\u002Fcases\u002Fpinterest-ai-control\u002Fcover.png","Pinterest logo on a pale pink background","#FFEDED",{"src":459,"alt":460},"\u002Fcases\u002Fpinterest-ai-control\u002Fhero.png","Three concept screens: feed with an “AI: All” chip, a sheet for choosing the AI content mode, and the feed with “AI: Hidden” on and an Undo button",3,"Pinterest: control AI content in two taps, right from the feed",{"path":464,"company":465,"status":406,"problemLine":466,"workType":467,"cover":468,"hero":472,"order":475,"draft":389,"title":476},"\u002Fen\u002Fcases\u002F2gis-ads","2GIS","Owners can’t buy ads themselves — only via a sales call","Web + mobile · research, UX\u002FUI, prototype",{"src":469,"alt":470,"bg":471},"\u002Fcases\u002F2gis-ads\u002Fcover.png","2GIS logo on a light blue background","#D5EDFF",{"src":473,"alt":474},"\u002Fcases\u002F2gis-ads\u002Fhero.png","Step 2 of 5, “Package”: three packages with a fixed price and call forecast, a selection summary and a “Next” button on the right",4,"2GIS: buying ads in the business account, no sales call needed",{"path":398,"company":383,"status":406,"problemLine":401,"workType":417,"cover":478,"hero":479,"order":397,"draft":389,"title":5},{"src":385,"alt":386,"bg":387},{"src":392,"alt":393},{"path":481,"company":482,"status":406,"problemLine":483,"workType":484,"cover":485,"hero":489,"order":492,"draft":389,"title":493},"\u002Fen\u002Fcases\u002Furalsib-login","Uralsib","New phone: no sign-in or access recovery without a call","Android + web · scenarios, UX\u002FUI, prototype",{"src":486,"alt":487,"bg":488},"\u002Fcases\u002Furalsib-login\u002Fcover.png","Uralsib bank logo on a light grey background","#EBEBEB",{"src":490,"alt":491},"\u002Fcases\u002Furalsib-login\u002Fhero.png","Three screens: quick fingerprint sign-in, a “passport or card” choice for identity verification, and the home screen with a new-phone limit banner",6,"Uralsib Online: one-gesture sign-in and access recovery without a call",1794339603160]