UX Recommendations
Time Frame
3 months
Objective
To analyze and provide comprehensive UX recommendations for optimizing parent-child relationships within the product catalog, specifically focusing on instances where both parent collections and child items are out of stock, ensuring a seamless and informative user experience for customers navigating the platform.
Tools Used
D
Our Users & Top Task
Understanding Priorities:
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Users could view collection items to browse available products.
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They could check the status of individual items within the collection set for availability.
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Users had the option to access and add items from the essential section to their selection.
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They could explore related collections located at the bottom of the page for further browsing.
Uncovering Flaws: Addressing Issues in the Current Experience.
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Users found the online experience lacked consistency with their expectations, causing confusion and frustration.
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The absence of resources guiding users on what to do next left them feeling uncertain and disoriented.
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Users experienced a lack of flexibility in their interactions with the platform, limiting their ability to personalize their experiences.
When Promises Aren't Kept: The Ripple Effects of Unmet Expectations.
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We're noticing a rise in abandonment rates, indicating user frustration and confusion regarding their next steps.
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Customers are becoming less engaged with the page, spending less time exploring the carousel.
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Collections with out-of-stock items are experiencing lower conversion rates.
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Dissatisfied customers are more likely to discontinue using Lowes and switch to competitors.
Assessing Initial Iterations Through Testing
3
1
2
From First Drafts to Deep Insights: Early Feedback on Carousel Prototypes
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Incorporated UX insights recommended utilizing the Call-to-Action (CTA) buttons from Prototype 2 for both "replace items" and "notify me," based on user feedback regarding their logical flow.
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The inclusion of the "insert (shortcut) link" was found valuable by customers and was retained.
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Users were directed to utilize the "see similar collection" link to access the collection at the bottom of the page, enhancing their browsing experience.
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The CTA buttons were maintained at the item level to facilitate seamless interactions.
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Considering UX principles, it was noted that a high number of out-of-stock items in a collection significantly decreased user engagement and hindered purchasing behavior.
WHAT PEOPLE SAY
Male, 58 years old
To me, the buttons belong at the item because that is what I would be replacing out
"[The CTA} is more organized, in my opinion. IT makes it easier. It's really highlighted. [On the product tile} it' s really small."
Female, 28 year old
Assessing Second Iterations Through Testing
3
1
2
WHAT PEOPLE SAY
Male, 49 years old
"CTA do not stand out as much as they could, possibly due to the use of color and size that blends too closely with other elements."
"Spruce up your calls to action with some eye-catching colors, larger sizes, or clever placements to get folks clicking
Female, 63 year old
Crafting Perfection: The Final Iteration Unveiled
Overall Improvements
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Flexibility and efficiency of the experience were improved by including insert shortcut links and integrating review and price components into the carousel.
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Recognition was increased by adding alert messages for improved user awareness.
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Anticipation was improved by providing users with all necessary information and tools, including a 'notify me and swap items' component, accessible at both item and collection levels.
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