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PROBLEM STATEMENT

E-commerce - Re-Design an existing e-commerce website of an electrical products company located in Mexico that also caters to elderly users with specific challenges requires a thoughtful and user-centric approach and shift orders to website from whatsapp and calls.

Overview

The objective of this case study is to re-design an existing e-commerce website for an electrical products company in Mexico that also caters to elderly users with specific challenges. The primary focus is to create a thoughtful and user-centric online experience that addresses the unique needs and limitations of elderly users, providing them with a seamless and accessible purchasing journey. The new design is under development process.

Client’s needs & Goal

Shift orders from whatsapp and calls to eCommerce website.

Target Users

People who wants to buy electrical parts.
Demographic - Male , 35-75 year old.
Businesses- construction, irrigation system, and distribution of goods.
Elderly users residing in Mexico who require electrical products for their homes.

Research

User Interviews: Conducted interviews with existing customers to understand their current challenges and pain points when placing an order.
Market Analysis: Researched existing similar competitors.
User Testing: Conducted usability tests with a diverse group of participants to gather feedback on existing website of ZIndustrial.

Findings & Pain Points

Due to lack of information and knowledge of products so the users are not using eCommerce and used whatsapp more.
Delayed response times because sometimes they get overloaded with other tasks and cannot provide a quick answer.
Many missing information, the customer does not have complete information on the equipment to be bought, and that's where they also face delays.
Technological Limitations for elderly people: Adhering to technological constraints and compatibility requirements, ensuring the website functions well across different browsers, operating systems, and devices commonly used by elderly users.
Find a way to automate the quotation of loose material.
Users trusted brands or bought a product based on certain brands while purchasing the products in the existing website/company.

Features & Solutions Proposed

1. Products categories filter on left side and listed according to brands, categories etc.

2. Floating AI Chat box to improve quick search & response.

3. Searching the product they need by uploading image option in the chat box.

4. Products and brand descriptions for users to understand the difference of the products.

5. Quick checkout by Whatsapp/Phone number.

6. Automatic location detection.

7. Zoom in & out options on the right side for elderly users to make it easier for them to read.

8. Search functionality with keywords recommendation.

9. Product Search Flow.

10. Get order updates on whatsapp to track.

Design

Accessibility and Usability: Implementing a user-centric design approach that considers the specific challenges faced by elderly users. This includes optimizing font sizes, contrast ratios, and navigation elements for improved readability and usability.
Simplified Product Catalog: Streamlining the product catalog to include essential electrical products relevant to the needs of elderly users. Categorizing and organizing products in a logical and intuitive manner that aligns with users' mental models and preferences.
Clear Product Descriptions: Providing detailed and easy-to-understand product descriptions, including specifications, features, and benefits. Using plain language and avoiding technical jargon to ensure comprehension for elderly users.
Products & brand descriptions with providing -i- icons next to the product names.
Visual Representations: Incorporating clear and high-quality product images from multiple angles to aid in product understanding. Offering zoom functionality for a closer look at product details.
Customer Support and Assistance: Offering easily accessible customer support options, including a chat feature, to assist elderly users with their queries or concerns.
Font and Color Considerations: Selecting legible fonts and appropriate colour palettes that accommodate age-related visual impairments, such as reduced contrast sensitivity or colour discrimination. Ensuring sufficient colour contrast for readability.

Challenges Faced and How I solved them

Content Accuracy and Approval: Ensuring the accuracy of product information, specifications, and pricing.
Language barrier : Speaking with the clients from mexico and to understand them was a challenge as they don’t speak english. So I asked my friend to translate what they say during the meeting.

Testing & Refinement

Conducted usability tests and gathered feedback from users to evaluate the effectiveness of the redesigned website. Iteratively refined the design and functionality based on user insights and preferences.

Roles and responsibilities

This is a project we did as a 4 members team from school where the z-industrial belongs to one of our team member. I was in-charge of the checkout and product categories pages (both UX and UI).

Scope and constraints

With automatic customer responses for loose material quotations can help the eCommerce platform. I feel that eCommerce is for customers who already know the specific product they are looking for, and larger projects are unlikely to fit in. However, it allows us to find clients for future projects. I believe eCommerce is much better. I understand that eCommerce does everything, and it's just a matter of packing and sending the product, ensuring our inventories are accurate.

Process & What I did

I was responsible for the checkout and product categories pages (both UX and UI) and I interviewed with a help of a translator (as the target users are mexican) some participants to know their pain points and merged it with the ideas for features I had and found solutions for the issues they are facing.
I worked on studying the competitors and proposed features that will make the checkout process simple.
I created some sketches and low-fi screens for ideas.
Then developed those ideas into Hi-Fi wireframes.
Then visually designed the interface with preexisting style guide for all pages and created the prototype for them and tested it out.
Then we took the feedback and modified the design with the guidance of my instructor.

Results / Outcomes & lessons

The redesigned e-commerce website for the electrical products company achieved the following results:

Improved navigation and simplified menu structure, leading to easier product discovery.
Enhanced search functionality, providing accurate and relevant search results.
Simplified checkout and Ease of Use.
Simplified website navigation and improved product categorization for easier browsing.
Enhance the search functionality to provide accurate and relevant results.
Chat assistance with image search function is easy to use.