EZ-2
How can we design an intuitive and efficient process for users to purchase Surveillance & Public Safety solutions?
THE COMPANY
i-PRO Americas is a leading company in the image sensing business that supports professionals who contribute to building a foundation for security and safety in Japan and around the world.
In October 2019, i-PRO Americas became independent from Panasonic to establish Panasonic i-PRO Sensing Solutions Corporation of America, an image sensing business.
They strive to capture moments of underlying truth to better support the decisions of those professionals who protect and save lives, providing a safer and more peaceful world. They have taken on this challenge to develop technological solutions that extend human senses with innovations that inform and protect, even in the most challenging environments.
THE CHALLENGE
EZ-2 is a portal created by i-PRO for users to find product information, build quotes, manage customer data, watch training videos and find other helpful information and tools.
We found that users were avoiding EZ-2 and went so far as to use many different tools and websites to complete tasks that EZ-2 should be used for.
Our goal is to understand why users are avoiding EZ-2 and implement design changes that will bring them back.
TIMELINE
Dec 2023 - Jun 2023
ROLE
UX Researcher & Designer
TEAM SIZE
6
How might we design an intuitive
“Quote Builder” that optimizes efficiency and minimizes error?
01.
Empathize
02.
Define
03.
Ideate
04.
Prototype
05.
Test
CONSTRAINTS
Limited Time
The project continued to expand as our team dived deeper into the research. Only 10 hours a week were allocated to this project, but more hours were needed and spent. Thankfully, the project has continued to be extended as progress has been made.
Empathize
-
Who are our users?
-
What are our research objectives
-
What did we find out?
USERS
Our users are “Resellers” who design and purchase public safety and surveillance solutions on behalf of clients. These clients include police departments and schools.
Resellers use the portal to find product information, build quotes, place orders and manage data such as customer information, quotes requested and orders placed.
RESEARCH OBJECTIVES
Discover new features to implement that would help users optimize their workflow
-
Understand the quote building process and how to optimize it
Uncover user frustrations with the current portal
Learn what would make
EZ-2 a “one stop shop” for users
RESEARCH METHODS
-
Interviews
-
User Testing
RESEARCH FINDINGS
They want to spend less time searching
Many experienced users noted that they memorized SKU numbers so they don’t waste time trying to search for often purchased products.
A “wizard style” shopping experience is preferred
When building quotes, they’re creating solutions that build upon each product rather than a typical retail search -> add to cart -> repeat.
Quote building is often “kit building”
More often than not, users are selecting the same products (similar to a “kit”) with some adjustments based on information they could put in beforehand.
Incompatible products and missing necessary items are common frustrations
Without notifications or clear information, users have often added incompatible products or forgotten necessary products- which can lead to time and money lost.
Distributor and stock levels are important
Users typically have a distributor they want to order from and need to know if what they’re requesting is available throughout the quote building process.
Users are avoiding EZ-2
Instead, they’re using excel sheets, google search and product catalogs to find information and keep quotes organized - problems that EZ-2 should be solving.
Define
-
How we can solve these problems?
-
What must we include in our design?
SOLUTIONS TO PROBLEMS
Make quote building process more intuitive by creating a “wizard style” shopping experience
Save time by including the option to build quotes by kits
Minimize searching by grouping compatible products together
Prevent errors by implementing notifications for missing products based on current cart
DESIGN REQUIREMENTS
“Wizard style” quote builder
Pre-selected kit "generator"
Compatible products grouped together
Notifications for missing products
Ideate
-
Sketches
-
Wireframes
SKETCHES
WIREFRAMES
Prototype
-
High-fidelity prototypes
PROTOTYPES
Test
-
What design changes can we make based on feedback?
FEEDBACK
Users really enjoyed the quote building process and how compatible products are grouped together. They were really appreciative of the notifications for when they’ve moved on and missed necessary items.
Many users reported that they would opt to use the “kit generator” most of the time.
REFLECTIONS
This project taught me so much.
I don't think any of us on the team expected this project to be as big as it has become. Once we started asking users for feedback, the floodgates were open.
I really learned the importance of understanding user workflows and not to assume that they would be the same. This portal was built as a typical retail experience, but that's not how users "shopped". Users were spending too much time and effort than they should have been searching for items.
It feels good to make a design that will make users' jobs quicker and easier. I look forward to continue working on EZ-2.