[JC]

Product
  • Consumer help wizard
MY ROLES
  • Sole UX Designer in charge of:
    • Information architecture
    • Interaction design
DESIGN PRINCIPLES
  • Progressive disclosure
  • Alignment
  • Chunking (cognitive load)
  • Forgiveness
  • 80/20 (Pareto)
  • Five hat racks
  • Information architecture
  • Flow
Project results
  • We now had a way for customers to quickly gain education on how to choose the right product for them
Design problem
  • From customer service calls, it became obvious that potential customers were having difficulty understanding the differences between our products.

  • Some customers were buying for gifts and did not know the details of duck calls.

constraints
  • We needed a way to solve the user's problem by using our website as the tool.

solution
  • I developed a guided application within the website that gives a product suggestion and provides additional education about products that the user can access during that flow.

information architecture 
  • The project presented a fairly complex orginization problem. It took a while to decide on the best way to structure the data and engineer the user's flow through the app.+

  • Using the five hat racks strategy or L.A.T.C.H (location, alphabet, time, category, hierarchy)  I divided up all the possible selections a user could make. It resulted in five criteria that a user could define their choice by.

conceptual design
  • The basic idea is that instead of forcing a customer to make a complex decision, we will ask them simple questions one at a time. 

  • This reduces cognitive load and eliminates decision paralysis.

Interaction design
  • The matcher works like a wizard, in that it chunks the decisions that user have to make into manageable bites. 

  • It also shows progress and gives helpful advice along the way.