Introduction

Role: Digital designer — Designs / Prototypes

Programs: Adobe XD — design, prototypes and hand-off, Zeplin — hand-off

Reason for the project

The platform that TINE Handel used was no longer supported. Therefor a new platform was needed. This would in turn mean that the experience for the users would most likely change as the new platform would work differently out of the box. To ensure that we would be able to upgrade to future versions it was also important to keep it as out of the box as possible. here...

Research

Surveys

Task analytics was used to collect information from the users before the project started.​​​​​​​

​​​​​​​Interviews and user testing

User testing and interviews were done with the first iteration. Users were filmed and asked question when using the prototype.​​​​​​​​​​​​​​

Iterations

The design went through several iterations before we landed on a design. The problem was keeping it as much out of the box to magento 2 as possible without compromising the user experience and the needs of both the users and the company.

Things I am taking with me from the project:

It was a though start to my career. I started the project with working 2 days a week while finishing school and was able to be at the office only a few times before the pandemic sent us home. Still I have learned and can't wait for more.

- Secure knowledge from testing so nothing gets lost in the heat of the project. 

- Do more testing during sprints to secure that what you are creating is not going to cause confusion for the users compared to what they are used to. 

- The first round of testing might not be enough for the whole project as new things can arise and be discovered.

- Not everything can be anticipated​​​​​​​

- If something does not work right from the beginning it might be hard to get the users to start using it when it is fixed. Example here is the favorite lists became confusing with how the users expected it to work and some functions were not there at launch. This made several users stop using this feature and even long after the issues were fixed the users had not gone back since they did not know it was fixed.

Did we increase sales or user satisfaction?

Customer have increased their self-service. Our support desk had an increase in contacts in the start, which was to expect since we changed the whole store and modernised it. Several things changed places and the way they had to navigate was new. Still we have seen that the self-service have increased. They are for example having an easier time finding out if the order they made got put in. They call or email less with question regarding this issue.

The time users used to spend to accomplish a task was around 5 and a half minute. After the update it went down to around 2 and a half minute. We managed to save the users almost 2 minutes of time which can count for a lot when they log in to place their order ten minutes before their order deadline.

After 6 months​​​​​​​

- Increase in sales

- Size of a shopping cart increased. Meaning overall more products in one cart

- The contact to the support desk has dropped to expected levels