When Yandex Eats, a restaurant food-delivery service, expanded into grocery ordering, support tickets spiked. Store inventory was often unreliable: items were frequently out of stock or substituted during picking. Yet the Order screen displayed only the original basket and total — without reflecting removals, substitutions, or price changes. As a result, customers couldn’t understand why products were missing or whether they had paid for items that were never delivered, leading them to contact support for clarification.

Redesign the order screen to address the most frequent customer questions about grocery orders: clarifying missing items, substitutions, and charges; and in turn reduce the volume of support requests.

Together with my team, I conducted two rounds of research: analyzing support requests and interviewing customers who ordered groceries. This helped us identify the main problems and collect suggestions for a redesigned order screen.

1. Users couldn’t see item quantities or final costs.
2. They couldn’t tell which items were changed, added, or removed.
3. They didn’t know the final amount to be charged after delivery fees, discounts, and tips.
4. They had no quick way to repeat previous orders or return to the grocery screen.
5. They couldn’t contact the order collector to make changes.

1. Redesigned items display. Added product images to improve recognition. Introduced weight/quantity indicators and allowed old vs. new values to be shown. Marked unavailable products with strikethrough states.
2. Structured the item list. Divided the list into clear categories — unchanged items, removed items, added items, and substitutions.
3. Refined screen architecture. Balanced between showing order status, final amount, and action buttons. After testing, I placed the order status and controls at the top, and repeated the final amount again below the list to mimic a traditional receipt.

The launch of the new flow tripled takeaway orders — growing from 1% to 3% of all Yandex Eats orders within the first months after release.