Overview
The blinds.com configurator is where customers configure their customized window treatments.
Problem Statement
The blinds.com configurator user interface and experience design was outdated and needed improvements. The errors in this design would sometimes result in order remakes, longer buildout time for customers (delayed checkouts), and drive calls to the call center. We needed to improve UI illustrations, add copy to each option's functionality, improve the user experience by showing information in ways users understand, prevent errors, and remove clutter.
Role - Merchandising Expert, UI Designer & UX Designer and Research from a Merchandising POV
• Lead and design the Blinds.com/Global Custom Commerce and Home Depot illustrations and user flow for the “configure/design your product” section of the online window treatments business.
• Conduct product and user experience research and attend weekly design sprints.
Team
UI Designer (Me), UX Designer & Research (Merch POV) (Merch), Merch Expert (Me), Brand Manager, Project Manager, UX Designer, Director of Merchandising, VP of Customer Experience, CEO, UX Designer, Front-end Developer, and Back-end Developer.
Duration
August 2019 - November 2019
Design Process
Because these were configurable products, my design process required a lot of research and interaction with the physical product to map and plan the flow/user journey. The majority of the research required understanding how the customer shopped for our product and the pain points during the purchasing and post-purchasing phase. Through this research, there were qualitative and quantitative testing involved (usability testing and AB Testing) which resulted in ongoing design changes.
Personas
Below is a demographic snapshot of the blinds.com customer plus two personas that strongly represent our shoppers. The personas below helped us understand who our users were and their expectations. This helped provide direction during our design process.
55-60% female (current vs. prospects)
Caucasian
Suburban Dwellers
College Educated
Full Time Employed
65% of customers are 35-60 years old for Blinds.com (with the biggest segments being 35-44 & 55-64)
65% of Competitors & Prospects are 25-44 years old (with the biggest segments being 25-34 & 35-44)
Customer Journey Map
Once the shopper narrows down their product type and is ready to enter the purchasing phase, they will configure their window treatments.
user flow chart when customizing your window treatments.
Outcome
This redesign project positively impacted the user experience and ultimately boosted conversion. My work/design was well received and the outcome of this project resulted in implementing this art direction and design to Home Depots Design Builder and will carry over to other configurable Home Depot Products.
Home Depot - Associate and Customer Shop in Store/Home Experience
