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Mobile Native App Checkout

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Requestor

Billy Colonna, Product Team

Start date

April 21, 2020

Due Date

TBD

Status

IN PROGRESS

Description

What is the problem?

How did you become aware of the problem?

Who is affected (customer, associate)?

What is the value to the business and/or customers?

Ideal outcome

Known constraints

UX Goals

Product Goals

Happiness

  • Goal: For Ferguson app users to prefer the new native checkout experience over the current mobile web experience

  • Signal: Feedback from user testing and follow up survey

  • Metric: Increase in satisfaction scores when comparing the two experiences

Engagement

  • Goal: For Ferguson app users to want to check out using the app more frequently

  • Signal: The number of times Ferguson app users convert in checkout

  • Metric: Increase in weekly checkout conversions per user

Adoption

  • Goal: For Ferguson app users who never used the app to complete transactions to start using it

  • Signal: The number of new Ferguson app users who convert in checkout

  • Metric: Increase in new ordering users

Retention

  • Goal: To keep Ferguson app users continuing to use the app to complete transactions

  • Signal: The number of Ferguson app users ordering on the app

  • Metric: Number of ordering users on the app

Task Success

  • Goal: For the Ferguson app user to complete their order in an as short amount of time as possible with no errors

  • Signal: How long a user is in the checkout funnel and the number of calls to the branch to fix orders

  • Metric: Time at checkout

Which design pattern is most effective for mobile users: single-page or multi-step checkout?

  1. Current App Checkout (m.ferguson.com wrapped inside native app)

    1. https://www.figma.com/file/R9dNWqQ7gq7uxSqrjg5Occ/App-Checkout?node-id=1576%3A4

  2. Prototype 1 - Native App Checkout | Single Page

    1. most similar to desktop single page checkout

    2. https://www.figma.com/file/R9dNWqQ7gq7uxSqrjg5Occ/App-Checkout?node-id=1590%3A0

    3. Q: Is Desktop Single-Page Checkout live to 100% yet?

  3. Prototype 2 - Native App Checkout | Stepped

    1. most similar to current m.ferguson.com checkout (no.1)

    2. https://www.figma.com/file/R9dNWqQ7gq7uxSqrjg5Occ/App-Checkout?node-id=1640%3A44274

People

UX Research Team

UX Design Team

Product Team

Stakeholders

Laurie Allen

Drew Palko, Design SME

Billy Colonna, Requestor

James Corcoran

Dan Flynn, Design for Checkout

Work

https://fergusonprod.atlassian.net/browse/EDEX-801

Research Timeline

4/23/20 Week 1 - Research analytics 

5/4-8/20 Week 2 - Recruit customers

5/11/20 Week 3 - Review prototype; design usability test

5/18/20 Week 4 - Conduct usability tests

5/25/20 Week 5 - Analyze and report results

Resources

Participant Spreadsheet: https://drive.google.com/drive/folders/1gv93bIDnxJYScMj3CcodwjsNDkVM4E6y

Study Plan: https://docs.google.com/document/d/1LC-BPgeqtKyr8OeLtzG0o0JbaoY3S8HZ0wP1ny4lRS4/edit#


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