Approach
Personas were created of ideal users to get an idea of how our shoppers think, feel and behave
A scenario map of various activities users may experience while shopping online, noting areas of interest and potential struggles.
Users were asked to perform various tasks and explain their thought process. For best results, we interviewed both new and existing users.
We looked for behavioural and thought patterns between the participants, categorizing them into themes that indicate areas of importance.
Findings:
New Users:
New Users:
- Use Keywords and customization for more accurate search results.
- Provide audio-visual feedback through notifications.
- Move "Edit Order" button at the top to Improve task flow, navigation and usability.
Existing Users:
- Clean app by removing redundant items
- Allow users to modify profile information in app to improve efficiency.
- Create larger hit-boxes for text links to improve usability.
Key Insights:
- Users value an efficient and systematic process that saves time.
- “My Lists” is a key element, used as a memory trigger.
- The desktop site is valued for placing orders, but mobile is preferred for editing them.
Implementation
Beginning with wireframes, this helped establish a rough layout, while a more fleshed out workflow outlined page interactions and element functionality .
A consumer journey map, outlining pinpointing areas of success or failures, as well as their feelings towards those areas.
