project report - croma
TRANSCRIPT
UX Process
Interviews
Himanshu NarangWorks in IT CompanyFrequent shopper
Naushad SiddiquiWorks in IT CompanyFrequent shopper
Sunny KumarWorks in IT CompanyPrefer Retail shopping
User Testing - Silverback 2.0
Himanshu Narang Naushad Siddiqui
Competitors AnalysisWe set out to survey close to 10 Online/retail shoppers to find out what catches their attention, what frustrates them and, most importantly, what makes them “buy”. We got our hands on some really interesting consumer insights, which is highlighted on the next page.
ATTRIBUTES
Knowledge from customers
Knowledge for customer
Knowledge about customer
Ease of navigation
Speed
Reliability
Simple layoutSimple layout
Can i always find the product that i need
Personalized content
Quality of the products and services
Reasonable prices
Customer Satisfaction
4
5
5
3
5
6
55
4
2
6
5
4
5
5
5
6
5
6
66
7
4
6
4
4
6
7
6
7
6
6
88
8
9
8
8
6
7
7
7
8
7
8
88
9
9
8
8
8
Heuristic Evaluation
LOGIN REGISTER HOME LISTING PDP CART PAYMENT ACCOUNT
Personas
Journey Map
STAGES Research & Planning Product Discovery Ordering Process
THINKING
FEELING
EXPERIENCE
ECOMMERCECUSTOMER
DOING
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What is the easiest way to get this product?Where should i order it?Which website is giving the best offer possible?What are the specifications of the products?
I want to buy this productWill this product offer everything i needWill I be able to afford this product?What are friends/blogs/google review for this product
Enjoyability Helpfulness ofecommerce
I want to get the best price, but I’m willing to pay a littlemore if I can get it fast.
Specifications of the product seems to be suiting myrequirements.Am i sure this is the product I want to buy?
Will they deliver it my house.
Are there any other offers that I can get with this product?
The product looks really awesome on the website.
Enjoyability Helpfulness ofecommerce
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Can i trust this website?
Frustrated to not know sooner thatThe product is not delivered in my areaThe payment option, I want to use in not available.
Product is out of Stock.
Should i have to pay extra shipping charges?
E commerce is not answering the phone. Howelse can I get my question answered?
Website experience is easy and friendly
Enjoyability Helpfulness ofecommerce
Research products, prices and offers
PRODUCTPAGES
CALL UPCUSTOMER CARE
May call/chat/emailif difficulties occurCOMPARE
PRICES
RESEARCHPRODUCTS
GOOGLESEARCHES
BLOGS &OTHER SITES
FRIENDSREVIEW
Enter product name
Click on “BUY NOW” button Checkout Flow
Review Offers
Card Sorting
Suggested IAHome
Value of Day
Top 100 Offers
Mobile & Tablets
ComputersTV&Audio
CameraHome Appliances
Personal Care
Accessories
Special Offers
Featured
On Sale
Top Rated
Recently Added
Best Deals
Best Sellers
Product Listing
Check Out Process
Product Description
Compare
EMI
Address Details
Payment
Confirmation
WidgetsAll Category Search Find a Store Bulk Inquiry Account/Sign in/up Customer care Bulk Inquiry Cart
Order SupportAbout Us Here to Help Shopping Policies Connect
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Wireframe
