Which? are the UK’s leading consumer rights organisation. They required a redesign of their native app - a tool for finding product reviews and features when shopping.
I was assigned to focus on new onboarding, listings, product pages, filtering and restructuring the navigation.
I managed the project and conducted the research, UX, user testing and design. Over 4 months, I designed, tested and delivered the new app.
The resulting app saw over 5,000 new downloads in the first month, and was a greatly improved shopping experience for Which? members.
As a starting point we collected feedback from real users of the existing app. This provided a few unexpected surprises and identified potential ideas for change and improvement.
It became clear early that it would be a good idea to introduce navigation at the bottom of the designs, to bring it in line with current mobile practice. In order to plan all the content and new features I experimented with several site maps.
After completing initial wireframe designs I created a working interactive prototype using Invision. I then arranged a ‘guerrilla’ usability test of this prototype on new users in house. In particular I aimed to test two different versions of the filter journey, as well tried to identify any unforeseen problems. The result of the tests clearly identified a preference for one of the filter designs and happily the rest of the design seemed to function as planned.
I edited together a short looping video to use as a background to the initial sign up screens in order to increase engagement and visual appeal.
An important part of the app functionality, the new design was carefully tested and greatly improved the filter journey experience.
The greatest improvement was probably at the category landing level, which introduced new card designs. The other screen designs were brought more into line with the reviews section of the Which? website.
New search functionality, as a navigation tab and also an omnipresent search bar, greatly eased and improved the experience of finding specific products or categories.
New and improved features included a favourites/shortlist function, notifications, and app updates information.
