Ark Leon
Bachelor of Laws
Bought Three Bouquets a Year
Age 33
Initial Interview
Using the quantitative and qualitative data gathered from the wireframe prototype moderated user study I conducted, users expressed interest in the new offerings. As users navigated to the Custom Design and Training Tutorial tabs on the website, I asked “Would you find these features useful.” 6/6 users who had made a bouquet purchase that year, saw benefits to the new services although they were unsure to what extent they would utilize the offerings. The test revealed small vulnerabilities in moving forward, yet considering the minimal costs, I decided more testing before implementation could lead to further improvements. Please see the below video of Ark's interview as he considers the new website offerings Custom Design and Training Tutorials, followed by Terri's industry experts view.
Custom
Design
Training
Tutorials
Industry Expert Insight
Britta: Did people have trouble ordering flowers? Did they want your guidance when ordering flowers?
Terri: Yes they did, or I offered it whether they wanted it or not. When people called directly, it was so nice.
Britta: I am sure they appreciated it and loved your help.
Terri: Most people did, sure, I had a lot of customers. I loved my business.
Mockups
Track Delivery
During the initial interviews I conducted, 6/6 interviewees expressed disappointment when recipient sent a picture of bouquets and it did not look like what they purchased. To address this pain point, a track delivery flow was developed. This interview with Ark shows his excitement for this new feature. Following the different pages to the flow, I added Terri's, explanation as to why this option is not available to customers already.
Industry Expert Insight
Britta: One of the customer's main complaints was they thought they were ordering something and they something different. So my thought was, what if the florist sent a picture before it went out for delivery?
Terri: O that's a very bad idea.
Britta: So why do you think it's a bad idea to send a picture before it goes out for delivery?
Terri: Because you know you can't have every customer call and say are you sure that rose is in the right place, are you sure that rose looks a little bit too open. Some people don't want the roses open. You just can't deal with that.
