Measuring the usability of a radical shopping innovation
Client approached our team with a need to understand how well their new store met the needs of different kinds of shoppers whom needed to interface with a new store format
- Role
- Lead + Sr. Designer
- Year
- 2021-2022
Approach
We deployed summative usability testing on a new store with a collection of shoppers, measuring quantitative data for task completion across three main use cases: entering the store, purchasing an item, and post-purchase experience. We also gathered qualitative data through contextual inquiries and post-morten interviews
Result
We prepared a detailed usability research findings document that presented findings and insights related to store design and readiness for public release. Lessons : It’s important to understand Tesler’s Law when working on radical innovation. Removing complexity from one area of a system is likely to cause new complexity in others. For example, removing check-outs and receipts from a retail experience will add additional burden to the customer who needs to understand a new format.