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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.  

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

Role

  • UX Researcher

  • UX Designer

  • UI Designer

Tools & Methods

  • Figma

  • Miro

  • Google Drive

  • Photoshop

  • Trello

  • Proto-Person

  • Feature Prioritization

  • User Task Flow


Goal
 

1. To increase the number of donors.

2. To increase the number of Goodwill app usage.


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.

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

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:

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.

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. 


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!

 

Mavensdotlive UX Recommendations Case Study

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