Deloitte.
E-commerce Client | Revamping After Sales Platform
How as a UX designer, I meticulously crafted new product cards, the PLP page, CLP page, search result page, and navigation to ensure that the process of finding a product became an effortless and enjoyable experience for users.
Deloitte.
E-commerce Client | Revamping After Sales Platform
How as a UX designer, I meticulously crafted new product cards, the PLP page, CLP page, search result page, and navigation to ensure that the process of finding a product became an effortless and enjoyable experience for users.
My role
UX Designer
Timeline
3 Months
Tools Used
Figma
Problem
How can we help users navigate the hundreds of products listed on the E-commerce site in order to identify, assess, and choose only a handful that are relevant to their needs.
Design Impact
Made a Impact by aiding users navigate the hundreds of products listed on the E-commerce site in order to identify, assess, and choose only a handful that are relevant to their needs.
Succeeded to get this live on the client's web experience.
Received an Applause Award.
Concepts Used
Empathise, Ideation, UX Writing
Scroll down for project info and showcase
Scroll down for project info and showcase
Project Info
Team
Amit Sharma
Creative Director
Priyanka Kulkarni-Rajwade
Senior Consultant
Parikshit Punekar
UX Consultant
Aditya Singh
Visual Design Consultant
Lalit Arya
UX Analyst
Overview
For a leading player in engine technology, Deloitte undertook a project to enhance their after-sales e-commerce platform.
As a UX Designer Consultant, my role involved a comprehensive redesign focused on improving user experience and streamlining navigation.
About the Client
A well-established engine maker for vehicles and machinery has been in operation for over 100 years.
They recently started an online store during the pandemic in 2021 to connect with customers through the internet.
Problem Statement
The existing e-commerce platform faced usability challenges, hindering the seamless purchase experience for the client's customers. The project aimed to address these pain points, aligning the platform with e-commerce best practices.
Independent Contribution to UX Design
Working alongside other talented designers in the team, each tasked with different modules such as PDP pages, BLP pages, Checkout, and Homepage, my independent focus remained fixated on the following key components:
Product Cards, Product List Page (PLP), Category Landing Page (CLP), Search Result Page, and Navigation.
Within the vast e-commerce revamp, my exclusive focus centered on designing key components critical to the user journey.
Reward & Recognition
Deloitte awarded me the “Applause Award” for excellent service to clients.
“Your thoughtful designs and techniques of researches are impeccable and commendable. Thanks a ton for your contribution in making this a success story”
- Amit Sharma
Research
Research
To inform the redesign, We conducted extensive user research, incorporating user interviews, usability testing, and competitive analysis. Key findings revealed opportunities for enhancing product discovery, simplifying navigation, and improving overall visual appeal.
👥 User Persona
We created 3 personas from the data we collected through research. They were based on the customers’ automobile related knowledge and purchasing patterns
– Novice Pat, DIYer Greg and Expert Dan.
🎯 Revamp goals
The mandate was to also align visually to the global brand website, migrate from Salesforce Classic to Lightning platform and integrate personalisation.
For this revamp, The client partnered with Coveo, a personalisation platform.
📝 Quantitative survey for customer care executives
Customer care executives were a trustworthy source to provide answers to customer behaviours, assistance they expect and query resolution.
🔺 Refined problem statements and opportunities
✏️ Design phase: Our design principles
Design principles revolved around achieving an optimum experience leading to increased conversions
Design
As an experienced UX designer, I meticulously crafted new product cards, the PLP page, CLP page, search result page and navigation to ensure that the process of finding a product became an effortless and enjoyable experience for users.
Improving Find-ability
across the experience
New Product Cards
Taxonomy made less taxing
Study revealed that customers could only shop by brand. Customers who were not well-versed with brands, struggled to find products.
So we facilitated a taxonomy exercise for the client to enable shop by category.
We created hybrid CLP + PLP pages. It provided quick access to products and exposed the customer to the next level of categories.