JB Hi-Fi Search Experience
I led and collaborated with cross functional teams on the new search and collections experience on the JB Hi-Fi e-commerce website.
Alignment
Together with the cross functional squad, I helped facilitate a discovery workshop with stakeholders to align on business goals, success metrics and current problems of the search experience.
Customer Research & Secondary Research
We wanted to probe into themes and assumptions from the workshop, so I set up some remote customer interviews and testing of the current experience. In the background, I was also forming some secondary research with landscape reviews. I was looking at not only e-commerce and retail but also looking at search experiences of tech/services.
Synthesis and Ideation
I looked at the key takeaways from both our workshop and customer research and then set up an ideation session with stakeholders and the squad to start solving for some of the key problems and goals.
UI Design and Prototype
I then took away inputs from the teams to mock up higher fidelity prototypes to take to customer testing.
Customer Testing
Setting up remote customer testing, we wanted to test and validate some new features that had come up during ideation. We also wanted to make sure the key goals from our workshop/research were being met with the new designs.
Synthesis and Iterate
After synthesis, I made some minor iterations based on the customer testing outcomes. This was to do with the new price feature.
Design Walkthroughs and Approval
With stakeholder approvals, I then ran design walkthroughs with my squad to ensure functionality and expectations from an experience point of view were aligned.
Results
After a month post go live, average click position improved by 5%, conversion rates were up 17.6% and average transaction value was up 7.2%