A New Product Review Experience for llbean.com
Collaborated on an effort to redesign the product review workflow to improve the customer experience across platforms, help drive sales, and increase buyer satisfaction as a UX Intern, 2018
Goals
- Incorporate customer size information to help shoppers select a better fit, with an aim of reducing fit-related returns
- Update the look and feel to create a more modern and inviting experience
- Create a mobile-friendly cross-platform interface design
Initial Concept
Our initial concept was for a multi-step modal "wizard" design leveraging progressive disclosure to reduce cognitive load and usher users through the process. View Prototype.
Evaluation
After creating an Axure prototype, we tested this design with representative users in an in-person study.
Pros:
- Validation for the new question set
- Strong drive to complete
- Positive response from users
Cons:- Increased number of steps/clicks
- More time-consuming to build
- Required establishing a new mobile pattern
Process
Final Concept
The version we decided to implement was a single-page, mobile-friendly design that incorporated learnings from initial usability testing to both improve the user experience and decrease the development time.
Highlights:
- Responsive, touch-friendly, and accessible design
- Eliminated unnecessary questions and began soliciting additional size & fit data
- Leveraged chunking and visual grouping to achieve similar benefit as multi-page presentation while lowering interaction and development costs
- Photo upload process streamlined and more prominent
- Updated copy and animation to guide and engage users
Takeaways
Design
You are not your user
Mobile vs. desktop user behavior
Clear path vs. shortest path
Process
Working with legacy systems
Cost-benefit analysis
Open communication
