My Role
As a UX designer, I conducted a kick-off meeting to comprehend the problem statement and the issue at hand. I had to do the UX research process and present a final report with findings and sugestions of solutions.
Problem Statement
PCDIGA, an e-commerce website, was experiencing a 35% revenue loss!
Customers were unable to complete the checkout process. They were receiving around 1000 calls and over 200 emails per day.
What did I found out?
I found following issues:
1. Navigational problems due to the architecture of the website.
2. Difficulty in understanding product availability due to confusing status such “only by order."
3. The requirement to register creates an inconvenience.
4. Design and content issues lead people to attempt to log in without having an account.
5. Important information is mixed with advertisements.
6. The “checkout” button appears alarming, leading users to click on the blue "continue buying" button instead.
7. Users struggle to find the final "order" button to complete their purchase, and it is unclear how to select the delivery mode.
About the Research Process
Meet the client
Understand the problem
Understand the users
Desk research
Interviews with stakeholders and users
Create Personas
Usability testing with 5 users
Define the real problems
Findings Report
Final report
As a UX Designer, I presented a findings report with all the discoveries and suggestions for improvements. PCDiga, along with the visual designer, managed to implement many of the suggestions. Later, I received feedback from users that the website had improved significantly, resulting in increased sales and a happy company.