WP Plugin
Check, Please!
Navigating and Validating Local Deliveries with the Delivery Checker Plugin
WP Plugin
Check, Please!
Navigating and Validating Local Deliveries with the Delivery Checker Plugin
WP Plugin
Check, Please!
Navigating and Validating Local Deliveries with the Delivery Checker Plugin
Overview
Role
UI & UX Designer
Date
Aug – Oct 2022
Scope
Research, User Flows, mock-up, prototyping, and testing.
Overview
Role
UI & UX Designer
Date
Aug – Oct 2022
Scope
Research, User Flows, Mock-up, prototyping, and testing.
Project Summary
The Delivery Checker Plugin validates delivery addresses for WooCommerce sites, addressing hurdles faced by local delivery. It fills a gap by catering to the unique needs of small businesses managing their delivery logistics, aiming to reduce frustrations for both businesses and customers while enhancing confidence in online shopping.
Problem
Local ecommerce users face frustrations due to unclear communication of delivery zones and times, leading to increased abandoned carts. Simultaneously, small businesses seek to alleviate administrative workload as users seek frequent clarification on delivery information.
Problem
Local ecommerce users face frustrations due to unclear communication of delivery zones and times, leading to increased abandoned carts. Simultaneously, small businesses seek to alleviate administrative workload as users seek frequent clarification on delivery information.
Objectives
The Delivery Checker Plugin empowers users to verify delivery locations and times pre-shopping, reducing abandoned carts and inquiries. It also provides analytics to identify opportunities for flexible expansion of delivery zones.
Objectives
The Delivery Checker Plugin empowers users to verify delivery locations and times pre-shopping, reducing abandoned carts and inquiries. It also provides analytics to identify opportunities for flexible expansion of delivery zones.
Background
Connecting Local Business with Local Customers
Working with small businesses specialising in perishable goods like florists, grocers, and ready meals revealed challenges during their transition to ecommerce. While digital storefronts expanded their reach through delivery services, managing local delivery intricacies such as times, zones, and cut-off dates for freshness posed complexities.
Background
Connecting Local Business with Local Customers
Working with small businesses specialising in perishable goods like florists, grocers, and ready meals revealed challenges during their transition to ecommerce. While digital storefronts expanded their reach through delivery services, managing local delivery intricacies such as times, zones, and cut-off dates for freshness posed complexities.
Ensuring viable delivery costs added to the challenge. Customer confusion led to cart abandonment and increased administrative tasks for these businesses.
Ensuring viable delivery costs added to the challenge. Customer confusion led to cart abandonment and increased administrative tasks for these businesses.
Ensuring viable delivery costs added to the challenge. Customer confusion led to cart abandonment and increased administrative tasks for these businesses.
Research
Balancing User and Business Needs
Research involved collaboration with small businesses, including florists, meal delivery services, and grocers. For a quick research method email surveys were sent to customers to gather insights into the user experience, preferences, and pain points.
Research
Balancing User and Business Needs
Research involved collaboration with small businesses, including florists, meal delivery services, and grocers. For a quick research method email surveys were sent to customers to gather insights into the user experience, preferences, and pain points.
Q
What challenges have you faced when trying to verify delivery information during the online shopping process?
A
Common responses: Unclear delivery zones, lack of real-time updates, difficulty finding relevant information.
Q
How important is it for you to have clear information about delivery eligibility before making a purchase?
A
Very Important: 75% Moderately Important: 15% Slightly Important: 8% Neutral: 1% Not Important at All: 1%
Insights
Key Considerations
Informed by user and business needs, along with market assessments, key insights have steered the design and development of the Delivery Checker Plugin. These considerations form a solid foundation to align the plugin with the both stakeholder requirements.
Insights
Key Considerations
Informed by user and business needs, along with market assessments, key insights have steered the design and development of the Delivery Checker Plugin. These considerations form a solid foundation to align the plugin with the both stakeholder requirements.
User Needs
Delivery Zones
Users expressed frustration discovering they were outside delivery zones after investing time in product selection.
Delivery Zones
Users expressed frustration discovering they were outside delivery zones after investing time in product selection.
Delivery Zones
Users expressed frustration discovering they were outside delivery zones after investing time in product selection.
Abandoned Carts
Instances of abandoned carts were reported, with users citing uncertainty about delivery information as a primary reason.
Abandoned Carts
Instances of abandoned carts were reported, with users citing uncertainty about delivery information as a primary reason.
Abandoned Carts
Instances of abandoned carts were reported, with users citing uncertainty about delivery information as a primary reason.
Transparent Communication
The critical need for transparent communication about delivery eligibility early in the user journey was underscored.
Transparent Communication
The critical need for transparent communication about delivery eligibility early in the user journey was underscored.
Transparent Communication
The critical need for transparent communication about delivery eligibility early in the user journey was underscored.
Business Needs
Specific Requirements
Local grocery and meal delivery businesses require specific features such as delivery zones, delivery dates, order cut-offs, and easily updatable delivery information.
Specific Requirements
Local grocery and meal delivery businesses require specific features such as delivery zones, delivery dates, order cut-offs, and easily updatable delivery information.
Specific Requirements
Local grocery and meal delivery businesses require specific features such as delivery zones, delivery dates, order cut-offs, and easily updatable delivery information.
Efficient Administrative
Instances of abandoned carts were reported, with users citing uncertainty about delivery information as a primary reason.
Efficient Administrative
Instances of abandoned carts were reported, with users citing uncertainty about delivery information as a primary reason.
Efficient Administrative
Instances of abandoned carts were reported, with users citing uncertainty about delivery information as a primary reason.
Data Insights
The imperative need for collecting valuable data to identify potential areas for expanding delivery zones.
Data Insights
The imperative need for collecting valuable data to identify potential areas for expanding delivery zones.
Data Insights
The imperative need for collecting valuable data to identify potential areas for expanding delivery zones.
User flows
Mapping Out the User Journey
Using research insights, the user journey was mapped to understand user interactions and decision-making processes. The journey features multiple initiating points, minimises interruptions with cached data, and strategically incorporates decision points for user choice, offering options to proceed with shop delivery, opt for Click & Collect, or subscribe for updates in delivery zones.
User flows
Mapping Out the User Journey
Using research insights, the user journey was mapped to understand user interactions and decision-making processes. The journey features multiple initiating points, minimises interruptions with cached data, and strategically incorporates decision points for user choice, offering options to proceed with shop delivery, opt for Click & Collect, or subscribe for updates in delivery zones.
Initiation
Users encounter the Delivery Checker through a prominent pop-up on the shop page load, enticing them to engage with the tool before proceeding with their shopping.
Initiation
Users encounter the Delivery Checker through a prominent pop-up on the shop page load, enticing them to engage with the tool before proceeding with their shopping.
Verification
Users input their delivery address, and the system promptly verifies eligibility, providing clear communication regarding delivery zones.
Verification
Users input their delivery address, and the system promptly verifies eligibility, providing clear communication regarding delivery zones.
Decision Points
Upon verification, users are presented with options to proceed with shop delivery, opt for Click & Collect, or subscribe to a mailing list for notifications about changes in delivery zones.
Decision Points
Upon verification, users are presented with options to proceed with shop delivery, opt for Click & Collect, or subscribe to a mailing list for notifications about changes in delivery zones.
Version 1
Crafting High-Fidelity Solutions
Using the user journey maps and wireframes the high-fidelity designs were created in Figma before being rollout to development. Three distinct component groups were designed to best match the interaction with in the user mapping.
Version 1
Crafting High-Fidelity Solutions
Using the user journey maps and wireframes the high-fidelity designs were created in Figma before being rollout to development. Three distinct component groups were designed to best match the interaction with in the user mapping.
Popup
The pop is the full usage of the delivery checker, allowing detailed address verification for both successful and unsuccessful attempts. It includes additional actions like exploring delivery schedules, subscribing to notifications, and CTA buttons.
Banner
The banner allows Quick and Non-Intrusive engagement, providing swift verification for addresses within the delivery zone. Users can quickly change the date without initiating the popup.
Embedded Content Block
The content block, embedded across different pages, ensures varying accessibility. This allows for use as a CTA, paired with a promotional image for marketing conversions.
Embedded Content Block
The visual design ensures the plugin Harmoniously matches any site aesthetics, seamlessly blending for a cohesive and trustworthy user experience.
Popup
The pop is the full usage of the delivery checker, allowing detailed address verification for both successful and unsuccessful attempts. It includes additional actions like exploring delivery schedules, subscribing to notifications, and CTA buttons.
Banner
The banner allows Quick and Non-Intrusive engagement, providing swift verification for addresses within the delivery zone. Users can quickly change the date without initiating the popup.
Popup
The pop is the full usage of the delivery checker, allowing detailed address verification for both successful and unsuccessful attempts. It includes additional actions like exploring delivery schedules, subscribing to notifications, and CTA buttons.
Banner
The banner allows Quick and Non-Intrusive engagement, providing swift verification for addresses within the delivery zone. Users can quickly change the date without initiating the popup.
Embedded Content Block
The content block, embedded across different pages, ensures varying accessibility. This allows for use as a CTA, paired with a promotional image for marketing conversions.
Embedded Content Block
The visual design ensures the plugin Harmoniously matches any site aesthetics, seamlessly blending for a cohesive and trustworthy user experience.
Popup
The pop is the full usage of the delivery checker, allowing detailed address verification for both successful and unsuccessful attempts. It includes additional actions like exploring delivery schedules, subscribing to notifications, and CTA buttons.
Banner
The banner allows Quick and Non-Intrusive engagement, providing swift verification for addresses within the delivery zone. Users can quickly change the date without initiating the popup.
Testing
Tracking User Engagement
After the successful launch of the plugin on an ecommerce website for a local butcher, Microsoft Clarity was used to closely monitor user interactions through heatmaps and screen recordings. Utilising this information, key observations were recorded.
Testing
Tracking User Engagement
After the successful launch of the plugin on an ecommerce website for a local butcher, Microsoft Clarity was used to closely monitor user interactions through heatmaps and screen recordings. Utilising this information, key observations were recorded.
Results
42% Conversion Rate in form completion
Within the first 30 days post-launch, a 42% completion rate was noted. Heatmap analysis confirmed high engagement, especially with the initiation pop-up, ensuring a smooth verification process. Swift interaction with the banner by new users also streamlined the journey to cart items.
Results
42% Conversion Rate in form completion
Within the first 30 days post-launch, a 42% completion rate was noted. Heatmap analysis confirmed high engagement, especially with the initiation pop-up, ensuring a smooth verification process. Swift interaction with the banner by new users also streamlined the journey to cart items.
Version 2
Responding to Feedback
Based on testing observations and feedback from business owners, a seconded version of the plugin was designed to meet the observations.
Version 2
Responding to Feedback
Based on testing observations and feedback from business owners, a seconded version of the plugin was designed to meet the observations.
Map and Delivery Methods
A visual depiction of delivery zones helps users understand the radius, giving context for delivery times and costs. Including options for users to select delivery methods provides more control and information, improving the user experience.
Countdown Timer
When users select delivery times near the cut-off, their chosen delivery date may shift while shopping without completing the order. The countdown timer visually indicates the deadline for placing orders to retain the selected delivery date, minimising confusion and frustration during checkout.
Next Steps
Ongoing development of V2 Updates is underway post V1's successful rollout across four websites. As more local businesses adopt digital storefronts, the Delivery Checker Plugin Will continue to evolve to meet user and industry needs.
Next Steps
Ongoing development of V2 Updates is underway post V1's successful rollout across four websites. As more local businesses adopt digital storefronts, the Delivery Checker Plugin Will continue to evolve to meet user and industry needs.
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