My Role
UX and visual design, app conceptualization, prototyping and user testing.
Tools
Sketch, InVision and Google slides
Problem
Starting with an existing mobile shopping app interface we needed to add in order management functionality to provide shoppers with a way to make changes to their orders themselves.
Requirements
The team needed to provide shoppers with a way to make order modifications via self-service. This allowed them to avoid having to call in and speak with a Customer Service Representative. This also freed up call volume which allowed CSR’s more time to assist shoppers who had more difficult service issues.
Self-Service functionality needs to include: Ability for a shopper to view their order history, order status and order details as both a guest and registered user. They must be able to easily cancel items form an order that has not yet shipped, return items that have shipped and track an order shipment easily through a mobile app or desktop version of the storefront. They must also be able to easily understand the financial implications of any order modification they make.
Solution
Starting with provided up front research my Product Manager and I needed to fully understand the existing storefront application in order to come up with the best solution for fitting in the order management functionality. This included gaining access to a sandbox version and spending some time using the app.
This lead to creating several use cases based on our requirements followed by a few rounds of super low fidelity wire frames and mockups. During the entire process we kept in close contact with key stakeholders including Product Managers, Development Lead and others.
After several iterations with the low fidelity versions I moved on to creating a click-through prototype using InVision and ran a series of user testing sessions.
Check Order Status
Cancel ItemS
Track Shipment
Return ItemS
Designer Lead Research
Research Script and Prototype
Using a click-through InVision prototype along with a carefully curated script I conducted 1 on 1 user research sessions. For this I recruited 12 participants all with different backgrounds and technical aptitude. Naturally the results of the user testing revealed a few pain points as well as areas that were working as intended.
Research FindingS Slide Deck
Once the research was complete, I packaged the findings into a comprehensive slide deck and presented it out to stakeholders, the extended UX team, PM’s and development. This resulted in a couple more iterations before we felt that we had the right experience to begin development of our MVP.
Responsive Screen Sizes
Designs were developed with mobile first in mind but we still needed to implement it for tablet and desktop screen resolutions in order to provide the best experience no matter what kind of device the shopper was using. To guide developers I created concepts of key screens in all 3 responsive layouts and remained available for consultation throughout development of the project.
Daryn Cox 