Overview
As a UX Designer and Researcher, I collaborated with You Betcha! Box to elevate its B2B customer experience. My aim was to enhance custom ordering for business clients. Through meticulous research, I crafted a comprehensive Client Overview, performed Competitive Audits, and mapped out user journeys. Utilizing a Kano Analysis, I prioritized impactful feature concepts. The result was an annotated wireframe presentation showcasing thoughtfully designed improvements. My professional goals encompassed research, prototyping, and refining designs, culminating in a portfolio-worthy case study that exemplifies my commitment to enriching user experiences and achieving meaningful design outcomes.
Project Highlights
My role: UX Designer and Researcher
HCD Methods: Design Sprint, Competitive Audit, Stakeholder Interview, Current User Journey Map, Feature Concepts, Kano Analysis, Future User Journey Map, Annotated Wireframe Presentation
Deliverables
Competitive Landscape Analysis:
Navigating Industry Rivals for Growth
You Betcha! Box Competitive Audit
Among these competitors, a standout feature known as "build-a-box" emerged as a priority for the client. This feature allows customers to curate their personalized gift boxes by selecting individual items. Notably, this feature was present on two out of the four competitor websites.
Likewise, a sought-after custom branding option, enabling B2B customers to adorn gift boxes with their company logos, was identified. This feature was also found on two out of the four competitor websites.
Additionally, I observed that the ability to place bulk orders online was another valuable feature, present on two out of the four competitor websites.
Interviewing Impact:
A Deep Dive into Stakeholder Perspectives
Stakeholder Interview
I engaged in a stakeholder interview with YouBetcha!Box to gain a deeper understanding of the company's objectives and the challenges they encounter.
During the stakeholder session, my contact provided me with an overview of comparable web stores that incorporate identical or akin functionalities to the ones they aim to incorporate.
“We see a lot of realtors who send anniversary gifts to people who bought homes from them.”
– Client, when asked about business-to-business opportunities
Present Journey Unfolded:
Tracing User Experience for Refinement
Current User Journey Map
I created a visual representation of the process the client explained in the stakeholder interview, combining it with insights gathered from the competitive analysis. I condensed my assumptions and acquired information into a user journey map.
Key challenges identified were:
Inability to place bulk orders online.
Necessity to communicate with a sales representative for ordering.
Dependency on a sales person for proposal receipt.
Concept to Reality:
Prototyping High-Potential Features for Implementation
Feature Concepts for You Betcha! Box
Armed with a Figjam board and a limited 40-hour work budget, I navigated the delicate equilibrium between feature scope and desirability.
After rapidly generating 80 imaginative feature concepts, spanning various facets of the user's "build-a-box" expedition these ideas were sorted into groups, and then zeroed in on highlighting 13 exceptional features for comprehensive Kano analysis.
Next, I engaged six users in a survey, delving into their perspectives on these 13 features. I probed to understand their reactions to the presence or absence of each feature.
Decoding User Priorities:
Kano Analysis Steering Design Choices Effectively
You Betcha! Box Kano Analysis
Discoveries emerged: apart from fundamental customization, the sole indispensable feature deemed by users was an intuitive method to dispatch boxes to multiple destinations.
Additionally, the Kano analysis spotlighted several features as "delighters," of which a select few were seamlessly integrated into my feature recommendations, all within a 40-hour development scope.
Noteworthy results were: Build-A-Box, Dietary Restriction Filter, Branding/ Personalization, Address Management, and Order Tracking.
Charting Tomorrow's Path:
Envisioning the Future User Journey
You Betcha! Box Future User Journey Map
Users now independently curate their desired box, personalize packaging, add messages, and send to multiple addresses without required sales rep involvement. This eliminates delays and headaches tied to intermediary communication. Moreover, the site caters to self-reliant customers who prefer autonomous purchases, enhancing accessibility.
This sets You Betcha! Box apart from Minnesota-based gift box peers. Carefully curated local, small-batch products further distinguish it from nationally-customized offerings, creating a niche in the B2B market.
Blueprints for Success:
Annotated Wireframe Presentation and Actionable Guidance
Considering the constraints of a tight development timeline, I moved forward to design detailed wireframes with annotations for the solutions I deemed most pertinent and crucial to enhancing the user experience.
Title Slide
Table of Contents
You Betcha! Box Feature Recommendation #1
You Betcha! Box Feature Recommendation #2
You Betcha! Box Feature Recommendation #3
You Betcha! Box Feature Recommendation #4
You Betcha! Box Feature Recommendation #5
End Results & Moving Ahead
Through my involvement with the You Betcha! Box project, I've grown both professionally and personally. The company's potential to establish valuable business partnerships by offering unique Minnesota-made products and "Meet a Maker" profiles is undeniable. A carefully curated selection of products showcases a commitment beyond profit, fostering community growth. Leveraging Kano analysis and journey mapping, I streamlined features, ensuring a user-centered approach. With these enhancements, You Betcha! Box is now strategically positioned for success, poised to build and nurture impactful business relationships. As time and budget permit, I'm excited to see the design recommendations propel the company's user experience to new heights, while contributing positively to both local entrepreneurs and the community.
Other Work
Bringing a thrilling online education idea to life
Creating an excitedly playful memory tool