Discovery

We first began by running a design sprint to align stakeholders and to kick-off this large multi-phase initiative. Below are many of the takeaways from that sprint as well as further discovery, research, design and validation outcomes.

Problem we set out to solve…

Currently we have several variation of carts in the wild all solving the same problem in different ways. We needed granular information to be able to complete a lease with us.

Our Challenge

“In the next year, we would like a unified cart that allows both customers and merchants to itemize and understand payments associated with those leases in a compliant manner.”

Cart Metrics 2019

• Four different cart submission sources existed. We wanted to start solving for 26% initially.

• On average a cart was submitted 2 times per a lease creation

• Time spent on cart was per a customer on average was 3 min 18 seconds

• Average Items per a cart was 3.78

Goals of Initiative

Ability to Distinguish Items

• Number of items per lease will go up to 4-5 on average

• Addition/removal of items tracking implemented

• Audit customer items to assess accuracy

Payment Comprehension (Future phases)

• 100% of users should see how payments are affected by cart items

• 5% of customers choose not to pay their leasing payments

• Approval amount utilization goes up by 3%

Accuracy of Item Descriptions

• % of unique item descriptions goes down

Customer Experience

• SUPR-Q goes up

Jobs to Be Done we identified

As a customer, I need to be able to add, edit and remove items to better understand my lease payments so that I can find a payment that works for my financial situation.

As a retail sales associate, I want to help my customer to understand their lease payments before they sign a contract and to generate a contract for a customer to sign as quickly as possible so that my store can be paid.

Hypothesis

By having our customers and merchants add, edit and remove items before they generate a lease we will increase their comprehension of what items they are choosing to lease.

Technology Considerations

• Greenfield project. New databases needed

• Micro front-end needed to handle our own deployments and A/B testing

• Design system components will primarily be used

Audits - Internal, Comparative, competitve

Creation

Wireframing

After initial discovery we moved into wireframing to rapidly try out different ideas talked about during the design sprint.

Prototyping

After several rounds of design team workshop sessions and feedback we felt ready to start prototyping to begin our validation phase.

Validation

We ran several rounds of user research to better understand different aspects of phase 1 cart. We ultimately interviewed about 20 participants asking some to place them in a retail sales associates shoes as well as going out and interviewing various retail associates. We walked away with a deeper understanding of both of our user types and felt confident that we had mitigated a level of risk that would allow us to launch phase 1 of the cart.

Overall Analysis

Participants could very clearly see the ‘cash price’ and the ‘remaining approval’ amounts. They understood how adding in various items would affect those numbers and overall felt it was helpful seeing how much approval they had left. All 8 participants in one of the tests also had no troubles scrolling and seeing the ‘Create lease’ button at the bottom of the page.

Working Prototype

Outcomes

Stay tuned…Cart will be launched in quarter 1 of 2020. We will be looking to track against the goals stated above as well as begin preparation for our first A/B test that will look to see how adding in lease payment information will affect our other key metrics.