My contribution: Conducted generative research, laid out user journey, conducted usability testing, designed app
Duration: September to Decemeber 2019
WeChat is a mobile app that is used by more than one billion people. It supports the sending of voice messages, videos, pictures, and text chats. WeChat also provides a "public platform", "circle of friends", "message push" and other functions. Users can add friends through “Shake”, “Search Number”, “Near People”, scan QR code, and WeChat will content Share to friends and share the wonderful content that users see into WeChat friends.
This fast-growing platform is also evolving into an e-commerce marketplace where users buy and sell products. WeChat’s growing popularity among users who trust their services everywhere shopping on the platform. I improved the existing users' shopping experience on the platform.
This project is about improving the shopping experience for which I researched the users and designed prototypes
Because of its functionality and breadth, WeChat is being used by more and more people, people are beginning to trade in commodities on WeChat.
When people shop on WeChat, they have to use a third-party application to make payments. And users can't have an objective understanding of the seller's reputation. WeChat does not have systematic protection trading measures, so the risk of shopping fraud is high. I have proposed some viable, personalized strategies for WeChat and introduced a new shopping experience.
Story 1: HE likes to buy second-hand goods on WeChat because he looks at WeChat every half hour, so shopping on WeChat is very convenient and convenient for him. But he has a lot of shopping group on WeChat, and the amount of information is relatively large, so he has to go back a lot of information every time, and slowly find the picture to find the second-hand goods he is interested in.
Story 2: Joe recently joined a Sample Sale WeChat shopping group, most of the time thesellers in the store had to lower the price of the goods in the group. Because it isa live broadcast of the sale of goods in the WeChat group, so the sellers aresometimes in a hurry, the pictures are often unclear. Every time she has to askfor more pictures of the goods, she is very impatient.
Story 3: Jack likes to shop on WeChat because he lived abroad for a long time, so he can'tuse WeChat to pay. He often uses PayPal to make payments to sellers. He had abad experience recently, he did not receive the goods, he tried to contact theseller and found that the seller actually removed him from the contact. He couldnot report this failed experience to WeChat because he did not use WeChat topay. Therefore he reduced the frequency of shopping on WeChat.
Jimmy Zhang says: I usually pull into the shopping group through a friend's introduction. Some sellers know nothing about it, but I can't help but want to buy something that I like the right price. I can only gamble.
Yuan Kai says: I need to use PayPal for every payment because I don't pay in WeChat, the transaction is out of order, the seller does not admit that you delete your friend, WeChat customer service can't do anything.
Before dealing with WeChat shopping issues, let me start from the user's point of view. My goal is to make WeChat shopping a safer and more user-friendly experience.
1. Understand the process from buyer's experience on WeChat in the shopping process.
2. Eliminate specific shopping issues in current experience.
3. Highlight the potential problems for shopping crowd (mainly in the US and China)
4. Provide consumers with a better user experience.
I first investigated the general problems to understand the users. Then through the usability test specified the problems in WeChat shopping experience. The main tasks I gave to the participants in the test was to find the products, communicate with the buyer about availability and price, and make the purchase.
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After a quick interview with the tester (mainly student) after the test, the in-depth understanding of the interaction between the buyer and the seller. This test provided me with flaws in experience and pain points. Usability Test Report
Based on our research, I mapped out stakeholder eco-system and typical customer journey to identify opportunities and pain points.
Through the design of the WeChat market, I have observed that if WeChat shopping wants to last forever, we must increase the trust of consumers in the seller, and the seller guarantees the quality of the products, so as to reduce the risk of consumers' attention; this study the downside is that no more participants are recruited for the usability test, and the identity of the participants is limited to students. At the same time, we should test more WeChat users who have a higher frequency of shopping on WeChat. However, the WeChat shopping group model supplemented by communication interpersonal relationship is a new challenge and opportunity for traditional media and market.
