PRACTICES USED❓
User Survey, Persona Creation, User Interviews, Affinity Diagram, Empathy Map, Feature Prioritization Matrix, Journey Map, User Story, Competitive Analysis, User Flow, Wireframing, Prototyping, Guerilla Testing
PROBLEM
1. We discovered it is better for the website to be more easy looking rather than trying to make the website too flashy and complicated.
2. Our users had some trouble finding the button that leads you to the store locator.
3. Our users had some trouble navigating through the category tab on the top overlay
SOLUTION
1. We simplified the website by ravamping buttons, pictures and designs in order to clean it up and make it look simple.
2. We added a “store locator” button on the top navigation so the users can look for a nearby GoodWill wherever they are on the page
3. My team reconstructed the top navigation which further organizes the categories into primary, secondary and buttons making it easier for the user to use to browse and navigate through the site.
User Survey, Persona Creation, User Interviews, Affinity Diagram, Empathy Map, Feature Prioritization Matrix, Journey Map, User Story, Competitive Analysis, User Flow, Wireframing, Prototyping, Guerilla Testing
To start understanding the big picture and the problem, I examined the
the roles people were playing when buying, donating and volunteering at GoodWill.
We kicked off our project by creating a 11-question survey on google forms. We posted this survey to each of our social media platforms (LinkedIn, Facebook, Instagram, and Snapchat) and gathered a total of 30 responses.
We created our survey and interview questions by really trying to understand the users perspective and what they would be looking for when looking for an enjoyable online thrift shopping experience. Some key findings that my team found was that it really is important to know what sort of device they mostly look at a website from whether it is on desktop or mobile. Another key finding was that a website should never have too much going on to where the user feels overwhelmed. It should be an easy experience. We have found out that savers.com has a clean and organized category section that also has a “find a store” option. Our website did not originally have a “find store” option but later thought it would be useful for the user to have for whey they want to shop at a nearby Goodwill. This industry also shows their views in relation to Covid-19, and how important recycling is and how it can help the earth become greener.
After analyzing our survey results, we proceeded to conduct 4 user interviews from our network to learn more about their online bartering process. We synthesized our findings into this affinity diagram.
Our interview results greatly reflected our survey findings. Our user’s main pain points centered around navigating happily through the Goodwill desktop website, organization on inventory and a better understand of what Goodwill is and how it gives back to its community.
We wanted to form a deeper understanding of our users' goals, needs, experiences, and behaviors. So, we created 1 user persona with the name of Sarah Gardener. She was created using user interviews and surveys, and we kept updating her throughout the project as we gathered more data. We used this persona whenever we wanted to step out of ourselves and really consider the perspective of Sarah as a shopper and a giver.
With an efficient business goal in mind, we make sure that our users reach the bidding checkout screen without any hiccups. So, we sketched a current-state user journey map, to identify opportunities for improvement and more customer discovery. We identified what steps could be done faster with less pop-ups and more direct information.
Another main focus point was the perspective in which way the user wanted to use the app: donator, bidder, messenger or browser. This lead us into a deep dive on how people can the user can most efficiently and effectively reach their goal with an easy experience, while proving a hint of each feature so the user can leave with more than they wanted.
This is a glimpse of our user flow. It starts from the user onboarding and goes all the way to where the users finally purchasing the item they bid on. Within this flow, users can learn more about GoodWill and can search items they are interested in. The user is able to write reviews on items they have purchased with the option of contacting the seller.
I initiated the design process by creating low-fidelity sketches and wireframes for the mobile app, aiming to determine the most efficient layout that aligns with the users' goals.
Users took a longer time to locate the post button.
"Logo could be bigger in terms and conditions page"
"I would like to save items/services. I may not need them
in the moment but I know I would need it in the feature"
Once the user how open the app, it will
direct them to a screen where they can
login or create an account.
Users can view the new items that have been listed on GoodWIll which they can save. The user can find their favorites in their account settings along with actions, searches, personal information and the status of their orders.
User has a picture view of categories and a table view which displays more inforamation such as amount of bids and price.
Users can look up specific items and can places bids if the user is interested
Once the user bids, they have a possibility of winning the bid. If they do, they can decide the payment options along with being able to contact the seller.
Once the user how open the app, it will
direct them to a screen where they can
login or create an account.
Once the users account has been created or accessed, they will then be directed to the landing page where the user can browse.
Users can look through categories and search items they are interested in.
Users can place bids on items they have interest in purchasing. Items with multiple pictures with different views along with descriptions to ensure they are getting what they want.
User has been notified that they had the highest bid. They are provided with shipping details and more items they might be interetsed in purchasing.
User Engagement and Retention: implementing bidding functionality increases user engagement by creating a sense of excitement and competition, resulting in higher retention rates and longer app sessions.
Personalization and Recommendation: app utilizes user preferences, browsing history, and bidding behavior to provide personalized recommendations and tailored product suggestions, enhancing the overall user experience and increasing conversion rates.
Seamless User Interface and Navigation: intuitive and user-friendly interface, with easy navigation, clear categorization, and efficient search functionality, allowing users to browse, bid, and purchase items effortlessly.