The design challenge is to review the Uline.com website and identify a feature, enhancement, or change that could benefit our customers.
Uline Customer profile: B2B purchasers and buyers for small and large size businesses across diverse industries.Uline's top priority is Customer Service. At Uline it's all about serving our customers with dignity and respect.
Competitive Analysis
5W's and an H
User Types
User Stories
Mid-fidelity Wireframes
Prototypes
Information Flow
5 Days
This competitive analysis aims to present different companies involved in shipping and business supplies. I have included a summary for each direct competitor, and highlighted the strengths and opportunities, so that we can easily get a sense of the current market offerings.
I have also done the same for 2 indirect competitors. Although these companies do not offer business supplies, they do serve as examples of B2B e-commerce platforms. Click Here, to see the comprehensive raw data for this competitive analysis.
The 5 W’s and H is an artifact where we ask questions in order to understand the users and their needs.
I developed user types based in the current user demographics of uline website.
In order to get the ball rolling on ideation, we decided to do a How Might We exercise.
We took the problem statement and began to pull it apart, and started to ask How Might We questions in order to generate some creative ideas.
After conducting the research and problem artifacts, I was able to identify couple of the problems that users might be going through.
Product Reviews
Users like to get validation that the product is good or bad before they purchase it.
Add to Cart
Through the research i was able to identity that the users are having trouble find the cart or locating ‘Add to cart’
Customer Support
It is hard to find the customer support in websites and in the current age majority of the users doesn't want to be on call.
User Account
Most of the websites demanded the user to create an account before making an order or to complete an order. There was no one click way to login. Users had to fill in each form to make an account.
Paper sketching helps us to visualize the rough versions of the potential solution.
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After coming up with the concepts, we needed to determine which one had the most priority.
We created a matrix based on what would stand out in the market and would be easiest to implement.
This user flow shows the possible path that the customers can use while using the chatbot feature in the website.
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Based on the user flow , i have created mid-fidelity wireframes. The design is based on Uline's current design principles.
I have also included a detailed information flow with another scenario to understand how a chatbot could also help Uline's website to increase traffic and sales. Wouldn’t it be great for the user to have an interactive feature that can serve their immediate needs any time of the day?
This information flow chart shows the scenario where a user wants to buy packaging boxes.The chatbots information branches out in order to deliver the optimum result.
