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My Quest

 

A number of previously designed experiences were being changed over to responsive, and the team was dealing with the unique challenge of making these pages and workflows usable across devices. One of these workflows was the checkout, which from a business perspective would be the most critical to get right. 

The original design of the checkout flow for mobile involved a few unusual interactions - mainly that the user would progress through the steps on different screens, and would need to know how to navigate forward and backward through these steps should they need to adjust any information they entered previously. I perceived this as a risky approach that needed to see some usability testing before going to dev.

My Solution

 

Working closely with the product manager and the designer, I created a functional prototype of the proposed checkout flow for the mobile experience. I recruited consumers who used mobile devices to shop online and ran a 2-day usability test of the experience. Through the testing I was able to determine that the proposed interaction was not intuitive, and in fact would likely result in unintentional loss of data and progress. I discussed the issue with the designer and worked with her on revising the interaction design. We then presented the findings and the revised design to the product manager and his team.

 

Outcomes:

 

  • Identified major usability issues with mobile checkout flow, potentially saving the company lots of money

  • Worked with a product manager and designer to create a more usable experience

 

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