Project Overview
The Problem: Customers often bought the wrong tool or the wrong attachments. Liftware wanted to reduce the need to for replacing products.
My Role: draft study plan, create analysis, conducted research study, presented to stakeholders
Duration: 2 weeks
Tools: G Suite - slides, hangouts, and internal bug tracking site
Deliverables: Presentation & slide report outlining key findings and recommendations
What is Liftware?
This is a tool that helps people with mobility impairments eat. Originally, there was one product, the Steady, a spoon that vibrated to counteract hand tremors.
Photo from Liftware
Liftware later released a new spoon, Level, to help people with limited hand or arm mobility. Now they had to redesign the website for more than 1 product.
Photo from Liftware
Product Goal
““How do we make sure customers buy the right tool and the right attachment?” ”
Customers often bought the wrong tool or the wrong attachments. Liftware wanted to reduce the need to for replacing products
Research Goal
Photo from Liftware
“What information do users need in order to self-select the right product and attachments?”
Our hypothesis was that users got confused about which product to buy. They needed certain information at the forefront to self-select the right product and the right attachments.
Method
Participants
- 7/10 were familiar with the disability, because either they had it or a family member/friend had it.
- 1/2 of participants remote and the other 1/2 in person to provide geographic diversity.
- 7/10 preferred to shop online using a desktop.
What we did
- 1:1 user interviews with external participants to for value judgments.
- 60 min each.
- 1/2 of participants tested mobile site, while the other 1/2 tested desktop.
- Testing includes: comprehension of overall website and task completion.
Findings & Recommendations
1. Participants didn't know there were 2 products
2. Key features are hidden
Recommendations
Impact
Almost all design recommendations were implemented
Next Steps
Work with the user success team to determine if there were fewer returns.