01 Background
We wanted to scope out accommodate and ameliorate the current relationship between customers and SHS with increase in conversion and advocative resurfacing of trust and membership within the SHS community, our current task is to figure out how we can coalesce standards, expectations, needs, and goals to develop a pragmatic and simple solution for users that crave a more intuitive, streamlined, and engaging service experience.
02 Purpose
This user research study is intended to examine and explore how favorable, feasible, and reliable users find working product care (repair, maintain, and cleaning) wires for the SHS site redesign. With unresolved caveats between user needs and developer assumptions, we are currently in transparent need of learning what exactly those dire gaps are.
Research Questions:
What are the primary intentions and motivations that bring users to the Product Care section?
What are the caveats and pain points that we have/have not addressed with our concepts?
Why are/aren’t users choosing Sears Home Services over other entities (value proposition & competitive edge)?
What is the value that we can bring to our users, and where are the windows of opportunity to improve their experiences?
Research Questions:
What are the primary intentions and motivations that bring users to the Product Care section?
What are the caveats and pain points that we have/have not addressed with our concepts?
Why are/aren’t users choosing Sears Home Services over other entities (value proposition & competitive edge)?
What is the value that we can bring to our users, and where are the windows of opportunity to improve their experiences?
03 Approach
We tested the designs with 10 users that fit our major personas were tasked with 3 scenarios:
Imagine that you are looking to repair or get a maintenance & cleaning service for one of your home products or appliances. Please take some time to browse the home product care landing page and its featured content/elements.
Schedule either a repair appointment or cleaning & maintenance appointment for your air conditioner.
Imagine that you are looking to repair or get a maintenance & cleaning service for your refrigerator. Please take some time to browse the refrigerator service page and its featured content/elements.
Imagine that you are looking to repair or get a maintenance & cleaning service for one of your home products or appliances. Please take some time to browse the home product care landing page and its featured content/elements.
Schedule either a repair appointment or cleaning & maintenance appointment for your air conditioner.
Imagine that you are looking to repair or get a maintenance & cleaning service for your refrigerator. Please take some time to browse the refrigerator service page and its featured content/elements.
04 Insights
05 Synthesis & Iteration
