UXD and UXR for an Electronics eCommerce Store

Challenge

The primary challenge is the lack of online stores dedicated solely to the latest durable electronics and devices. Existing stores provide a generic shopping experience and lack the category-specific nuances needed for effective product discovery in the electronics category. For major stores, it is difficult to find, compare and sort products based on specifications. All major retail brands outsource their service operations, sometimes same agencies catering to multiple brands. While this results in cost savings for the brands, it often leads to sub-par after sales experience for the consumer.

Objectives

The goal of the project is to address the current market gaps by creating an eCommerce electronics storefront that also provides easy access to service touchpoints which are owned directly by the brand.

User Research

User research, conducted via interviews and questionnaires, aimed to assess the satisfaction of users who shop online for electronics. The summary finding was that user satisfaction is below average, with sub-par product discovery identified as a major gap. The study involved 5 working adult participants residing in metro cities.