OMNICHANNEL DETAIL
Mercado Libre talked about the order. Mercado Pago talked about the money. Sellers just wanted to understand their sale.
Client
MERCADO LIBRE
Year
2023
Category
ECOMMERCE
Role
Senior UX Designer
Every sale on Mercado Libre had two detail pages: Sale Detail in Mercado Libre and Activity Detail in Mercado Pago.
Two stories for one reality. Mercado Libre focused on the order: items, delivery, refunds. Mercado Pago focused on the money: authorizations, reversals, disputes, settlement.
Sellers using Point, QR and Payment Link had to put the truth together themselves. The teams that built both pages were gone, and so were most of the decisions behind them.
Senior UX Designer, from discovery to handoff. I worked with ML and MP designers, PMs, tech leads and directors to agree on one direction for both pages. The PM owned post-launch measurement.
Every visit came down to three questions: What's the status? What do I do next? What happened so far? None of them was answered at the top of the page.
"Refund", "reversal", "chargeback" and "dispute" meant different things depending on the team.
One fixed layout couldn't serve Point, QR and Payment Link, because each channel needed something different first.
Session replays showed people jumping back and forth and copying IDs. Support tickets kept asking the same three questions.
/// 4 DECISIONS
01 — Status and next action above everything else.
Why: People opened the page to learn what happened and what to do about it. Everything else was secondary.
Trade-off: Order and payment details lost prominence and moved below the fold.
Result: In IA tests people finished tasks faster with status and next step pinned. On mobile, the pinned header was what shortened time-to-action the most.
02 — One language for Mercado Libre and Mercado Pago.
Why: Sellers shouldn't need to know which company is talking. One action = one name = one icon.
Trade-off: Two organizations had to give up their own terms. Agreeing on a shared glossary slowed the start of the project.
Result: A single ML↔MP glossary that both teams built on.
03 — Same meaning, different priority per channel.
Why: Point sellers care about the receipt and on-device retries. QR sellers care about payment attempts. Payment Link sellers care about checkout status and link edits.
Trade-off: The page isn't identical across channels. We wrote down what can vary (the order of modules) and what never changes (names and actions).
Result: Each seller sees what matters to them first, and the page stays recognizable across channels.
04 — The timeline explains, it doesn't just log.
Why: A raw event log made sellers reconstruct the story themselves.
Trade-off: Routine events are collapsed, so anyone who wants the full log needs one more tap.
Result: Incidents stand out, and the timeline became the shortest path to resolving a problem.
A single sale detail for Point, QR and Payment Link, with status and next step pinned at the top.
An incident-aware timeline that collapses routine events.
A shared ML↔MP glossary for names, actions and icons.
Module order per channel, with rules for what can vary and what never changes.
Sellers: 100% of test users understood the new page and completed the key tasks, with similar times across profiles.
Business: 90–95% adoption in launch cohorts.
Operations: Fewer repetitive tickets about status, next step and history, and lower handling time in typical cases.
I'd fix the ticket and handling-time baseline before launch instead of relying on the PM's post-launch tracking. We saw the drop, but we can't put a precise number on it. I'd also bring sellers who use more than one channel into testing earlier, because they felt the inconsistency the most.
