Hunches & Hypothesis
1. My Hunch
Gift Wrap at checkout. Developed increased demand online for Gifting & Gift wrap. However, customer service was receiving high traffic on Gift Wrap issues where customers were not applying and paying for Gift Wrap.
2. User Research
User research was conducted. The users were asked to conduct the = task of purchasing a gift online and applying gift wrap at checkout.
New Issues
The research established that the users were not experiencing difficulty with applying gift wrap however, the cart drawer was a significant issue. 3 out of the 4 users experienced difficulties of exiting their cart drawer to continue shopping.
''How do I continue shopping?! I don't want to checkout''
3. Ideation & Competitor Research
Other competitors offering multiple user flows for continue shopping and checking out - including pop ups, buttons and icons.
4. Early flow stages with lo-fi wireframes
Explored different methods via lo-fi wireframes. Presenting the digital team with various user flow's and discussed and brainstormed both low cost and best user experience options.
5. Prototypes with User Testing
We conducted user testing against three prototypes to confirm which user flow was most accessible and functional for the users.
3 out of 4 users not appreciating pop up item confirmation with increased frustration once pop up had loaded.
This left us with two options which were left to be discussed with the development team on cost and implementation time frames.
6. Final UI
The final result was a cart drawer with a user accessible ''Continue shopping'' text along with arrow to demonstrate the closing of the drawer.
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