Features
Majority of our enhanced featured focused on accessibility, improving our filtering experience, and transaction experience.
Product Experience
Product Experience
How might we simplify our product discovery and modernize our digital transaction experience?
E-Commerce
Overview
Artful Home is an online and print retailer that brings exceptional works of fine art, craft, apparel, and design to your home.
Artful Home helps artists get exposure by curating and selling their work to ship directly from their studios to your home.
Problem
Product discovery
20,000+ products is overwhelming for customers to explore outside of marketing efforts.
Unclear product descriptions
Increased call volumes for prospect customers inquiring on artist specific details not captured in product pages.
Enhanced filter taxonomy
Updated categories to reflect latest art into more culrated, categorized collections.
Artist portal enhancements
A new initiative to improve how artist provide product details for e-commerce website.
Approach
I partnered with our Marketing Director to conduct ten unmoderated user interviews with 5 participants for our apparel and decor segments. We conducted surveys to understand our customers' interests in apparel and decor to narrow down known competitor brands based on customer interests.
Methodology
Our screening criteria focused on women over 35 years, living in a household income greater than $150K, who have experience ordering online, and are interested in artist-made products. We focused on discovering customer insights regarding product discovery, descriptions, images, reviews, themes of shipping, and basket checkout with usertesting.
Show user research insights
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Key findings
- Themes: size, style, type, sleeve length, fabric & care, fit, return policy
- 3 of 5 users clicked on primary navigation apparel & shoes - dresses.
- 2 of 5 users refined their search by sleeve length, collection, size.
- "It gives you different views, so that's good, color swatches, fabric, which was my concern, care instructions, fit & sizing."
- "Shipping is a little on the high side. I’ve never understood shipping rates by what you order (the amount). Do free shipping at this price."
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Recommendations
- Redesign existing filters to be more dynamic based on category type rather than showing all filters expanded.
- Create sub-categories for filtering that distincts apparel from decor.
- Consider creating more curated landing pages per categories.
- Revisit slider design for price range.
- Redesign basket checkout to summarize selections.
Current state
User persona
Catherine Rose
"I like clothes that are not only stylish but relaxed and extremely comfortable."
60 years old
California
Art Dealer
Catherine is a mature, experienced woman who lives an ordered but not ordinary life. She is full of information and sometimes surprises you. She is dependable and makes an effort to express herself through art.
- To find new products that catch her attention and are handcrafted and unique.
- To be able to review fabric and care instructions before purchasing clothes.
- To be able to find clothing that is easy to pack and travel.
- Browse for decor and apparel artwork with both images and navigation.
- Read reviews and return policies to determine purchase.
- Return clothes that didn't match color or fit wasn't flattering.
- Not enough images and details on models to imagine what a dress would look like on her physique.
- Shipping cost should be part of pricing since she does not understand the fixed price with the product’s weight.
- The colors in person don't match what she thought she ordered.
Constraint
As a graphic designer, I was navigating my first introduction to accessibility with digital experiences. It was a learning curve to dive into learning more about the Accessibility for Disabled People Act and applying what I was learning to design recommendations.
Critical
Business support and operations are the priority over supporting experience enhancements
When design capacity became available to support enhancements, technology partners were unavailable as their focus was primarily on the platform stability of our e-commerce site and content management system
Ideation
Our visual language needed a cohesive look and feel by revisiting our styling for Bootstrap.
Unified Visual Language
Color, inputs, buttons, typography, and other reusable components
Redesign our search filters
Enhanced ability to truncate inactive filter options.
Made interactive components consistent
Upgraded version of the design system and applied new styles.
Enhanced our email automation
Leveraging our transaction platform, we automated updates for customers and artists.
Key screens
Homepage
Latest curated artwork collections.
Category landing page
Secondary tier for artwork category.
View all artwork
Enhanced label groups by category.
Refine search
Add/remove filter criteria.
Basket checkout
Artwork transaction overview.
Shipping information
Delivery range, special instructions, and gift messages.
Billing information
Select forms of payment.
Order confirmation
Triggered event for transaction emails.
Takeaway
This role opened my eyes and interest to the world of user experience and not just user interface. I'm eternally grateful to this experience as I developed an interest in learning more and genuinely enjoyed learning with practice.
Lessons learned
- Working closely with front-end and engine developers was educational in terms of finding value in wireframes to help communicate requirements.
- I learned the importance of the Americans with Disability Act and our role in producing a digital experience.
- I conducted my first user interviews, which allowed me to see how actual users perceive your work through their experiences.
Some potential next steps
- Request as much existing usage data as possible to guide discovery and analysis for new scope on unmet user needs.
- Maintain an active competitor analysis to propose A/B tests for ongoing enhancements for competitive advantages.
- Documentation is critical to maintaining alignment between customer needs and business goals, especially with competing priorities.
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