Study Preparation

Research Questions

To understand how users search, and

To understand what they search for

Research Problem:

• Understand how users find products (products findability).

Objectives:

1. Understand how our users are searching for products
2. Identify why they are searching for products and the motivation behind it
3. Identify what they search for

Questions:

• What are they searching that is causing null search results?
• Do they know the products that they are searching for? Are they knowledgeable about the product or just aware of the product?
• How often are searches performed for yourself or for someone else?
• Think about the last time you purchased a product for the first time, how did you search it for it?
• What terms are being used?
• How do different KOBs search?
• What products do you search for that give you a hard time?
• Can analytics measure the different paths users take during search?
• What items are important to users when they search (update list item information)?
  • For 4 of 6 testers availability was the most important information, followed by size or price

Matt's Questions:

• Do people use compare if so then why?
  • Each month in the past year on Ferguson.com (Desktop) there have been between 7,000-8,600 page views of https://www.ferguson.com/productComparison, of that 1,200-2,000 are logged in users. Compare seems to mostly be used for Appliances, plumbing and HVAC. You can view the Full Paths Report for Compare Page Logged in Views here.

• If a customer has Fast codes, do they ever need to scan the PLP for them? If so, are other codes ever important? (I also know that customers we talk to with Fast Codes punch them in directly to go to the PDP, but there has to be situations where they do general searching. What I am trying to learn here is could we show a Fast Code or another code, or do we need to show both)
• What icons exist on products today (ex: lead law), and what of those types do we have filters for?
• When is pricing important in the decision-making process? How do users use price to find and select products?

Noah's Questions:

• What are users trying to get out of this feature?
• What are the situations you'd like to be able to sort by attribute/facet? 

Tim's Questions:

• Where is price important?

Cibonay's Questions:

• How is the product data for list items structured?
• What attributes differentiate products in each product category?
• When searching for products what factors do you compare? What information is important?
• How do users search for parts and accessories? Does it differ from the way they search for the main product?
• What information exists in Endeca?

Drew's Questions:

Typeahead:

• Questions for Testing:
  • Do users understand the history section?
  • Does semi-bold provide enough contrast?
  • What do users think “Suggestions” means?
  • Does the user understand the number next to a Category item?
    • Still need more confirmation that “number of results”
      is how these are ordered.
  • From the “Field Focus” screen, what does the user expect to happen when they type?
  • From the “Hover” screen, what does the user expect “Remove” to do?
• Questions for Business:
  • What bits of product data influence its relevency in typeahead?
    • Best Selling?
      
    • Previous Purchase?
      
    • Attributes?
  • What can we use to generate “Suggested Search Queries”?
    • what happens when one of these items is selected?

Questions for Analytics:

• Are people using Compare?
• Are people using Quick View?
  • Are they adding to cart from Quick View
• Common searches by role, or by KoB