Wayfair: Upholstery Vision
Context:
My goal was to develop well informed, detailed mobile mocks representing multiple points along the user journey. I intentionally approached this vision work without thinking about our current technical constraints. Doing this gave us a strong point of view of what we want to work towards.
Our team had a focus across 200+ product types, and we were often context switching from project to project. We invested time to define the ideal experience for users shopping for sofas and sectionals, and have seen promising results from the projects coming out of this work. Limiting ourselves to these product types allowed us to focus in on our qualitative and quantitative research, understand the user problems, and co-create solutions based on that research.
Team
I was the sole designer on this project, working with product management, merchandising, analytics and engineering partners.
Process
I balanced holding multiple touchpoints along the way for my stakeholders with prioritizing heads down time as a team to work through our findings. There were periods of research, synthesis, collaboration, workshop facilitation, ideation, and refinement.
Initial Research
I reviewed past user research, created and synthesized a usability test to understand the friction points from our quantitative data, and conducted interviews with service reps to understand post-purchase issues. I discovered some surprising behaviors, one in particular being that most customers aren’t looking for a specific style. Together with my analytics, merchandising, and product management colleagues, I summarized our findings and drew connections between data types to identify overall trends.
Snippet of notes from interviews with service reps.
Sample from our list of key trends after research synthesis
Design Sprint
After conducting our research and identifying opportunity areas, I led a two day design sprint for our stakeholders and representatives from the team. I wanted to align on our longterm goal, our focus areas for the design work, and to generate ideas from a wider group than just the core team.
Selection from Miro board activities
Design Phase
Following the design sprint, I worked on ideas across the user journey. We decided to work on mobile designs only for efficiency reasons. We went through usability testing, and received positive feedback on the concepts and some constructive feedback to incorporate into our final product.
Whiteboard sketches
Design file
Detailed designs
Final Designs & Impact
After testing the designs, we made tweaks based on user feedback and saw the projects that we prioritized (like sofa firmness and depth scales) perform well in a pre-post.
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