JH technology is a company that sells medium and high-end smartphones. The basis of his business is to take used equipment as part of payment. In this way, the customers can access the benefit of "retake plan" service to renew their devices.
User research duration
My role (team of one)
How I started my journey
As a freelance designer I started this project with a meeting where I met the partners and their business expectations. We talked about the lines of business, objectives and what they expected to see in the platform. I suggested that we create an ecommerce website on Shopify. The partners agreed and we proceeded to the next stage of research.
What I did
As a Junior UX Designer my role is to conduct user research through the quantitative method because I wanted to get a lot of information and analize each particular experience. So I developed a questionnaire to learn about experiences related to companies similar to JH Technology and how they interact with an e-commerce. I took unmoderated surveys remotely and via Google Forms to get their responses.
In this stage of observation and discovery, I looked for competencies and made a comparison of services and products to understand who they are talking to.
Conduct a remote survey with closed-ended, open-ended and multiple-choice questions. The purpose of this quantitative method was to know the broad public to whom products and services will be sold.
The results of the quantitative research showed several patterns and pain points for the user. The survey responses were used to design user personas, storyboard, customer journey map and affinity diagram.
The main problems are that the user does not have a trusted brand to help them change their smartphone and that they do not trust buying through a website. Lifestyle is closely associated with the company's products and services of JH Technology.
In the idea stage, organize the navigation of the entire website taking as a design pattern the pages of the competition. The information architecture was very simple and not complex at all. The wireframes were not very understandable for the client, so I omitted these deliverables. Here the most important thing was to design the flows and user stories and solve future bad experiences.
Design the style guide to show the client the necessary elements of the interface. Consequently, create the interactive prototype in Adobe XD where they tested all the user flows and completed relevant tasks. When they approved it I immediately implemented it in Shopify.
At this final stage the customer went into production and stopped testing due to lack of budget. But finally my proposal for usability testing consisted in setting up the prototype in Maze and measuring levels of satisfaction, efficiency and effectiveness of the tasks. This way I would validate with stakeholders and clients that the design solution was the right one for the business.