The client did not yet have the infrastructure to turn to a full-capacity e-commerce solution. They identified their need as a pre-order business that would support their current sales process and also serve as an online product catalog. In addition, they also needed supportive tools to improve the purchasing experience of users. They wanted to manage installation price quotes through tools that would make users’ home renovation experiences easier, such as an online tool that estimates installation costs and also generates a quote to fix the price for a period. I conducted User research, prototyping, UI design, Built the product from zero.

 

Interview questions for different phases of the journey:

Browsing & Initial Research
What information do customers usually come to you with? Is it with product information or with basic information such as we are going to have the bathroom done?
How do you guide them to find the right product?
What questions do you ask? What’s the first question you ask?
If a customer came to you knowing what information, would you guide them more accurately and easily?
What are the most difficult situations when directing customers?

Evaluation of the alternatives
How do you guide customers while they compare different product alternatives? What kind of information do you give when you compare different products with the customer?

Purchase Decision
How do the customers decide which product to buy? What kind of criterias that needs to meet their expectations to decide on a purchase?

Problem fix & support after sales
How do you manage after sales support?