Users study 🧑🧑
Talking to them
I interviewed 10 people from the target audience about their pain points with the current digital experience and their overall thoughts on the website.
USER STUDY💬
I came up with the following conclusions
To improve engagement with the digital product, I needed to learn about the needs of the target audience. I did this by conducting a participant observation where customers interacted with the current website and told me what they were missing.
After conducting multiple interviews with the target audience and sending out a survey. The conclusion came up that most clients had heard of the company through social media and that customer service was most important.
Users noted that they were missing the core values and unique aspects of the company with the current website. The interface as well as the overall look was outdated and difficult to navigate through. For them, the atmosphere and music were also reasons of ordering their smoothie at the company.
desk research 💬
I researched ways to enhance UX with a digital experience
According to research, my target audience want interactions online to be short, quick, easy to use and shareable. They are easily distracted and want to be part of something that makes them feel like an outsider.
It became clear that I needed to make the prototype personalized, consistent and to stimulate the user to share the prototype with friends. Improvisation and creativity are core values of the company that needed to apply to the end product and to elevate online customer service, I used the best practices method to research usability in working cases like airbnb.
interaction ⚒📐
A flowchart to map out the navigation based on user needs
wireframes ⚒📐
Lo-Fi wireframes of the prototype to find the right layout for the elements
usability test 📱
Adjust it for them
After the flows were ready I made a basic prototype and asked users to perform a number of tasks. Then I could see where they were having difficulty and where I should improve the product based on real use. After constantly improving the prototype, the final product was ready to be designed.
solution 👩🔬
A digital interactive product that ensures engagement through an optimised customer experience, to keep loyal customers
The Smooth Builder
The main appealing function of this new prototype is the ability to use any item from the menu, to create your own smoothie. From a survey, 8 out of 10 people say they change up their order when they are at the smoothie bar. Here, you can even combine the ingredients they offer from juices and smoothies. There are no limitations.
Camera Function (share-ability)
The target audience (mostly millennials), care very much about being able to share products they like. To implement this in the application, the camera function is created to share a picture with your self-made smoothie or one of the menu. This will gain you a certain amount of loyalty points, once you share it with a friend on Instagram and tag @thesmoothbrothers.
Home Page
Usability and customer experience are important focus points, that the current website fails to deliver. So my focus for the home page, was to make it an easy and fast experience for new and loyal users. The "Rules for UI/UX design for millennials" from my user research was used to design this page.
Order History Function
After user testing the prototype, loyal customers were very happy to have the "order history" function. Here, you can also see when you ordered it and the location. You can also view the nutrients that are in your order. Since many of the customers order a smoothie because of health reasons, this was a useful addition. This function is meant to keep people coming back to order, because it makes it easier.
The Smooth Shop
The loyalty points you save up by ordering, can be spend here. You can find the products they currently offer for loyal customers. This motivates people to order more. After ordering, you can view the bar that is currently the closest to your location.
Loyalty Program
Since there was no easy way to track your current points or progress, I added the loyalty card inside the app, at the profile page. Here you can scan your barcode, invite friends to download the app, enjoy the playlist they offer and choose to partake in events. This way, you also don't have to physically bring your card to one of the smoothie bars.
solution
A digital interactive product that ensures engagement through an optimised customer experience, to keep loyal customers
Smooth Builder
The main appealing function of this new prototype is the ability to use any item from the menu, to create your own smoothie. From a survey, 8 out of 10 people say they change up their order when they are at the smoothie bar. Here, you can even combine the ingredients they offer from juices and smoothies. There are no limitations.
Nanny’s Onboarding
All the information that was received during the parent's onboarding will be displayed to the nanny.
Home Instruction
To decrease unnecessary engagement with explanations to the nanny the app will allow adding AR notes around the house.
Home Instruction
So that the nanny can easily find what she needs.
Nanny’s Interaction
On the nanny's home page she will see all the messages left for her and enter the information about the toddler's agenda.
Parents Interaction
On the parents home page they can see all the info collected during the day in a quick and easy scan.
