Lululemon offers free hemming for any purchased product, done by a third party tailor. But, while working on the floor at a Lululemon store, I was never able to communicate to guests exactly how long their hemming order would take.
Orders disappeared into a black box, and came out two or three weeks later. I designed Seamless to be a solution that addresses the frustration both guests and I felt as a result of the unclear timelines.
Role
Solo designer & researcher
Industry
Retail service design
Tools
Figma
Year
2026
The Problem
A guest is shopping in store and wants to buy a few pairs of pants for an upcoming vacation. However, we don’t have his size in stock, so he needs to get the pants we have available hemmed.
Lululemon offers free hemming, but I lose the sale because I can’t definitively answer a question from the guest: Will the pants be ready before my trip?
The best I could do was offer the standard but unclear estimate of 10-15 business days. With the guest’s trip in two weeks, I couldn’t tell him whether that window was safe, because I didn’t know.
The order leaves our store location and goes into a black box, with us knowing nothing about it until it gets back.
Store
Work order created, garment bagged
Gap
Waiting for pickup, usually once per week
Gap
Third-party tailor, no status reporting
Gap
Return leg, arrival date unknown
Store
Email sent, guest returns to store
Sizing it Up
I wasn’t able to collect any quantitative data while working at my location, so all I have is qualitative (my own personal experiences as well as my coworkers’).
However, if I was able to measure the problem, the variables I’d keep track of are on the right.
01
Turnaround variance of standard 10-15 business day estimate
02
Walkaway rate on purchases dependent on a hem
03
Hem orders per week, and how many guests ask for status updates
04
Unclaimed hemming orders in past month
Order Tracking User Flow
The Track My Order user flow is the app’s bread and butter. Users can:
- Get their order’s tracking information via their order # or by logging into their profile
- While in store, guests with a Lululemon profile can connect it to Seamless to have their order pre-populate within the app
- See a calendar view of their order’s estimated ready date
- The ready date is the sum of three intervals: days until the next pickup, tailor turnaround, and the return leg.
- The estimation starts as a range, and as time passes it narrows to a final estimated ready date.
- Set up notifications for updates about their order
- Schedule home delivery of their finished order
Users and Goals
Prototyping
with Paper Wireframes
I started with sketches of wireframes on paper, going through four different iterations of the home page.
None of them really resemble the final version, but I blended several elements from each together. The starred elements were my initial favorites from those sketches
Through these paper wireframes, I also started to think about different home pages, one for a user that opened the app while logged into their account, and another for a guest user.
Bringing a Low-Fidelity Prototype to Life
On the left, my low-fi prototype for the Create a Profile page. When first designing, I struggled with my app pages looking like a website, not doing nearly enough with the top third of the screen.
On the right, the first iteration of the Schedule Delivery user flow. This flow looks pretty similar to its high-fidelity counterpart, except for the inconsistent presentation and location of the order details and estimated ready date.
User Testing Iterations
Order Tracking, Lo-Fi & Hi-Fi
I started with a progress bar on my lo-fi prototype, but quickly realized it wasn’t providing enough information. Users needed to see progress in the context of a calendar view, not a nebulous progress bar.
I moved order details down to the bottom of the screen, as it’s supporting information for the user, not the primary focus/need.
Home Page, Lo-Fi & Hi-Fi
In order to Schedule Delivery or Manage Notifications, users needed to know or figure out that you had to sign in first.
Signing in to set up notifications or schedule delivery was not nearly as intuitive as I thought, causing a lot of confusion. I updated the home page on the high-fidelity prototype to have them visible off the bat.
Originally I planned for a hamburger menu but decided to go with the simpler bottom bar menu.
Why Adopt Seamless?
The same three people, before and after.
Today
With Seamless
Guest
Ten to fifteen business days, a call to the store, and a second trip to collect.
A date they can plan around, status on their phone, and the order shipped to them.
Employee
Guessing, or promising something they can’t stand behind.
Enough information to answer the question and close the sale.
Lululemon
A complimentary service that costs a sale whenever timing matters.
Recovered sales, backroom shipping already in place, and attach rate on a shipped order.
Three people touch a hemming order.
Seamless is the first thing that serves all three.