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Goodwill App 
Adding Feature

Goodwill is a company that specialized in collecting used recycled products and selling them. However, it has faced significant challenges in finding donors because people tend to follow a conventional path, i.e, simply throwing away their used goods.  

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To make the donation process as hassle-free as possible, we added a pick-up feature to the Goodwill app. This addition will allow users to request pick-up services and share their purchase experience. 

Context

  • UCI Project

  • Team Project

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Role

  • UX Researcher

  • UX Designer

  • UI Designer

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Tools & Methods

  • Figma

  • Miro

  • Google Drive

  • Photoshop

  • Trello

  • Proto-Person

  • Feature Prioritization

  • User Task Flow

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Goal
 

1. To increase the number of donors.

2. To increase the number of Goodwill app usage.

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Guerrilla Testing:
Understand the Problems

 

Our team conducted guerrilla testing to (1) evaluate the current Goodwill app's visual design and functionality and (2) observe users' behaviors and capture their responses.

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The current Goodwill app has an extremely limited feature, i.e., allowing users to search Goodwill store locations.

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What adds to the negative user experience is an extremely long loading time that occurs when users try to navigate to the next screen.

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Proto-Persona
 

I created a proto persona to determine who will be our interviewees.

Our most ideal interviewee is Teela, 27-years old, who wants to de-clutter her stuff because she will be moving after graduation. 

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Interview (Qualitative Data)
 

We interviewed 4 individuals who have a similar background with the proto-persona. The questions asked how they deal with items they no longer use, what their motivation is when donating/not donating, and what their donation process is.

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Survey (Quantitative Data)
 

We surveyed 59 participants to collect quantitative data regarding donation behaviors.

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Takeaway
 

45%

45% of participants decided to make a donation to the Goodwill store.

68%

68% of the participants felt lazy and did not have time to donate.

60%

60% of the participants felt guilty when throwing away their items in good conditions.


Persona
 

Based on the research finding, we created an imaginary user who share common characteristics with the interviewees.

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How Might We?

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Brainstorming
 

We used an 'I Like, I Wish, What If' brainstorming technique to discuss what solutions we can provide to Gabi, our persona. Each team member used three red dots to vote on the idea. 

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Feature Prioritization
 

We conducted a feature prioritization to determine the most important features that we want to focus on. Among the four solutions groups, i.e., Pick-up Service, Inspiration of Donation, Help Low-Income People, and Save Planet, we selected features with the highest value for users and the lowest complexity. They are:

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1. A pick-up service feature to help users complete their donations and save time and effort.

2. A feed feature to allow users to share their donation stories for inspiration.

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User Task Flow
 

To avoid complex flow and reduce unnecessary steps, we created a donation task flow that encompasses downloading the app and scheduling the pick-up.

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Sketch
 

We brainstormed the layout and the information structure of the app. After that, we sketched the features and the flows to make our ideas tangible.

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Low-fi Wireflow
 

After sharing feedback on our sketches, our team moved the revised sketches into Figma to check and test the functionality of the app.


Our team worked together to create a wireflow, and we compiled all the frames to create a clickable prototype for our user testing.

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Hi-fi Wireframe
 

We created hi-fi wireframes to ensure that our teams understand the client's vision.

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We conducted more user testings after we applied the style guide to the hi-fi wireframe. Users thought the app had too much content, so we simplified the design and UX writing. Also, we reassessed the design hierarchy to help users navigate through the page.

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Mavensdotlive UX Recommendations Case Study

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Prototype
 

We created a prototype to find flaws in the product and to obtain feedback. 

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Future Goal
 

We are considering adding a community tab to allow people to share how they are using second-hand goods. Also, we are thinking of building out more informative pages—for example, donation guidelines or blog articles.

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Thank You!

 

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Mavensdotlive UX Recommendations Case Study

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