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Requestor | Billy Colonna, Product Team |
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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 |
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HappinessGoal: 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
EngagementGoal: 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
AdoptionGoal: 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
RetentionGoal: 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 SuccessGoal: 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? Current App Checkout (m.ferguson.com wrapped inside native app) https://www.figma.com/file/R9dNWqQ7gq7uxSqrjg5Occ/App-Checkout?node-id=1576%3A4
Prototype 1 - Native App Checkout | Single Page most similar to desktop single page checkout https://www.figma.com/file/R9dNWqQ7gq7uxSqrjg5Occ/App-Checkout?node-id=1590%3A0 Q: Is Desktop Single-Page Checkout live to 100% yet?
Prototype 2 - Native App Checkout | Stepped most similar to current m.ferguson.com checkout (no.1) https://www.figma.com/file/R9dNWqQ7gq7uxSqrjg5Occ/App-Checkout?node-id=1640%3A44274
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People
UX Research Team | UX Design Team | Product Team | Stakeholders |
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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#