I led the redesign of the order fulfillment experience (Order Details page) with the goal of reducing cancellations by 5%. A significant portion of cancellations were customer-initiated, largely driven by delays in receiving contracts ahead of dealership pickup appointments. Unlike a typical Amazon purchase, the redesigned experience prioritized clarity and expectation-setting by guiding customers to complete required tasks—such as uploading insurance and supporting documents—before their appointment. This work required close collaboration with Amazon Retail’s fulfillment teams to introduce new order states and scalable capabilities, including document uploads, payment handling, contract generation, and scheduling, enabling dealerships to generate contracts on time and customers to arrive confident and prepared.