Hi ! I am Michelle Ng. I am a UX designer interested in giving out solutions to enhance user experience.
What is Ear Problem ?
It is my friend's ear ring business in Hong Kong.
My friend established an Instagram page as an online store but it was difficult to manage orders there. There were many messages of inquiries, comments and orders received through the Instagram chat.
It was difficult to check every message and pick up the orders so customers complained about the waiting time.
As a UX designer, I developed a questionnaire-based user flow interface to help resolve customer inquiries. Additionally, I tested my solutions with real users before handing them over for development.
My friend established an Instagram page as an online store but it was difficult to manage orders there. There were many messages of inquiries, comments and orders received through the Instagram chat.
It was difficult to check every message and pick up the orders so customers complained about the waiting time.
As a UX designer, I developed a questionnaire-based user flow interface to help resolve customer inquiries. Additionally, I tested my solutions with real users before handing them over for development.
User-Centred Design Process:
I. Research and analysis
Research Questions
1. How might we create a great mobile experience?
2. How might we create a nice questionnaire?
3. How might we provide a friendly way to customise the order?
4. How might we increase the chance for users to place order?
2. How might we create a nice questionnaire?
3. How might we provide a friendly way to customise the order?
4. How might we increase the chance for users to place order?
Market Research
In the market research, I did a competitor analysis and benchmarking to find out how other companies solve the same problem
User-Centred Design Process:
II. Concept & Design
Based on the research I created 2 solution sketches and turned them into a real user interface design
User-Centred Design Process:
III. Prototype & Usability Testing
Design A
I created a clickable prototype to test them with potential customers in a A/B testing to come up with a final design.
Click here to see the prototype of design A.
Design B
Click here to see the prototype of design B
Usability Testing
I ran a usability testing with 5 people, in 5 separate 1:1 interviews, in person as well as remote to take learnings into my final design.
Result
Users think the progress bar and guiding questions in Design A help them understand the process. However a larger picture display in Design B is more attractive. They tend to answer questions step by step in Design A rather than using a filter function to narrow down options, because they feel it more ‘tailor-made.’ Both the users and shop owner like the log-in options in Design B before payment because they like having a membership system. After payment, users prefer to see more suggested items then reading reviews as they can continue to shop more.
Thank you for reading.
By Michelle Hay-man Ng
