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Problem Statement
ReSupply's donation checkout flow was in need of usability and accessibility updates to better serve its users. User complaints were flowing in from the questionnaire at the end of the checkout process. Generally in the 40-70 year old range, their users wanted a simpler, higher-contrast, and higher-visibility experience to help them easily donate their furniture and confidently track the retrieval/payment process.
What I Did
I was the sole designer on this freelance project – responsible for synthesizing and deriving actionable steps from research, creating and testing a prototype, finalizing design deliverables, and all communication and presentation with the client.
Definition of Done
Combine audience/stakeholder analyses and testing to deliver a set of user optimized designs. A clear user journey that optimizes users' time and reduces complaints.
Team
One designer (myself).
High-level Process
Interview and intake user data from client. Address high level UX and visual design concerns.
Analyze high-level user flow for logic gaps and opportunities for consolidation.
Take new flow and apply research findings, create a high fidelity wireframe prototype, and quickly test/revise with client.
With wireframes confirmed, lay out final mockups and deliver to client.
Original screens
Approach
This was nearly a one month engagement where quick turnaround was important to the client.
I decided I would utilize previous user research the client had conducted, have a wireframe prototype phase to agree on a new flow, and then move directly to final designs.
Halfway through wireframes I realized there was little to no error messaging integrated. I felt this was a necessary element so it was added to the scope.
Audience Demographic
From client's prior research
"The downsizer"
The primary user, accounting for 65% of their audience, was 40-70 year olds. Most being homeowners that were looking to declutter their spaces, but didn't want to, or simply weren't able to, just throw their unwanted items in the trash. The next best option was paying for removal.
This audience's split between desktop and mobile use was about 70% to 30% respectively.
User flow analysis
Wireframe Prototype
With the user flow figured out I started iterating the screens as high fidelity wireframes, including a separate flow for error messages and alerts. I reviewed it with the client and went through two rounds of revisions to get things right.
Final Screens
The wireframe prototype allowed us to identify user journey and UX writing issues, and not committing too much time to visual edits as things were revised and updated for further review. This allowed me to move fairly quickly through the final visuals and to just focus on look and feel.
The final mockups pushed ReSupply's branding to a higher level and I made sure to carry over all of these UX and visual changes to the mobile experience as well.
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Learnings
Managing scope creep was an important aspect of this project. I didn't have a precise understanding of the required timing and deliverables for a successful end product, and learned to allocate buffer time for aspects of the project that initially lacked clear time estimates. My appreciation for project managers was already high, but it grew 10x by the end of this project. ❤️
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