We conducted two basic usability studies - one for desktop and another for mobile - with10 participants per study who match our primary personas via user zoom. Goal: 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.
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?