Redesigning the click and collect experience on Myer
Role: Solo student project for Digital Jobs Program (Sponsored by Victorian Government)
Date: June 2023-July 2023
Tools: Figma, Figjam, Zoom, Slack, Word
Project overview
Users currently encounter the need to individually confirm stock availability for each item before finalizing their purchase, leading to a lack of certainty post-order placement. How can we improve this experience to instill greater confidence and streamline the process for users?
Research
1. I did some landscape research at the start
1.1 How do other retailers do?
1.2 What did the industry news say?
2. Then I have conducted 3 interviews, let's see what did my interviewees say...
3. According to above researches and interviews, a persona has been created
4. To dig out more users' feeling, I produced an empathy map as below.
5. Storyboard is a good way to display the users journey.
Now we can conclude some problems
1. The existing system lacks the functionality to designate a preferred pick-up store while simultaneously filtering stock preferences before initiating the shopping experience.
2. There is a lack of any indication regarding the expected pick-up day at any point throughout the entire shopping process.
3. Customers experience a sense of helplessness due to the absence of live customer service support.
4. The extended queue at the collection point creates uncertainty for customers considering the click-and-collect option.
My solution is
a. Establishing a system for users to indicate their shopping preferences beforehand.
b. Implementing live chat customer service.
c. Generating collection time slot to choose from and also producing an estimated pick-up day at check out page.
Ideation Process
1. Key features I implemented
2. Current user flow
Users won't realize the availability of stock until check-out.
3. Redesigned user flow
System filters out unavailable items beforehand.
Low-fi Prototype
Version 1
Following extensive usability testing, I've introduced greater flexibility for users to seamlessly switch between click-and-collect and delivery options. Moreover, I've integrated the estimated pick-up day directly into the My Shopping Bag stage, providing users with clear assurance regarding the timing of their online orders. These enhancements aim to optimize user experience and instill confidence in the purchase process at every stage.
Here is the iterated version
My Mid-fi Prototypes
Hi-fi Prototypes I created according to research and usability testing
Takeaways
