My role
I have been part of the entire process from the idea generation to the implementation of the new solution on the website of the pilot markets, UK and Belgium and later in France.
I then worked in team to the redesign of the entire tool.
Challenge
People that want to replace a window are often motivated by an imminent problem that they need to solve (e.g. the window is licking).
Today the product selection is quite complex, people have many choices and it is hard for them to choose the solution that fits their needs. That results in a lot of time spent deciding which product to choose or abandoning the process because it requires too much time and effort.
Moreover, people found difficult to decide on the number of windows that will fit their room size and at the same time ensure the right amount of daylight and fresh air.
Therefore, it was essential to create a solution that could guide homeowners in need of replacing their roof window/s through an intuitive, quick and friction-less 6 steps process.
Process
For this project, we had 5 days of design sprint with participants coming from different markets and bringing different expertise on the table. We got to get a deeper understanding of the users we were designing for, to explore the problem, define the solution and create a prototype to test with real users.
We then went through several iterations of the solution, by improving the prototype (both on desktop and mobile) and validating the intuitiveness of the flow by conducting user testing.
The solution was specified so that the development team could implement it.
After the implementation, the solution has been continuously monitored and optimized.
Recently we went through a re-design process: through sketching, prototyping, testing and developing, we revise the solution, particularly the functionality, the tool´s usability and its interface. All with the goal to deliver an improved and seamless experience to homeowners.
The re-design tool was then released in one market, France.
User flow
HOW THE SOLUTION WORKS
STEP 1
Select the reference number of your current window or choose one of the models indicated
STEP 2
Select your roof covering
STEP 3
Select whether you can reach directly the window
STEP 4
Select which room your window is in
STEP 5
Select your room size
STEP 6
View your solution
In this last step, the homeowner is presented with a package that best fits his/her needs based on the selection made in the previous steps.
The homeowner has now the possibility to customize the package by changing the characteristic of the window (e.g. operation type), the interior and exterior blind (e.g. color, operation type) and/or by removing the blinds from the package.
Moreover, the homeowner can see how many windows are recommended for his/her room size and which impact it will have on the daylight and the price.
Current situation
We are continuously optimizing the tool to improve the user experience and the conversion rate.
As of today, data show a very low percentage of drop-off between the steps, thus suggesting that people go through the steps without encountering any particular friction.