This virtual mailbox is a third-party software for users to access their personal and businesses from different states virtually. We aim to improve the platform's user experience by expanding and revamping our 'Advanced Search Filter' and identifying other user experience issues.
Overview
A virtual mailbox is a digital solution that allows users to receive, view, and manage their postal mail and packages remotely. It provides a permanent address for receiving mail, which is then scanned and made available for online viewing. This service offers greater flexibility and convenience, as users can access their mail from anywhere in the world. By improving the user experience and user interface of a virtual mailbox, individuals and businesses can efficiently handle their postal mail, leading to a more organized and streamlined approach to traditional mail management.
Aproach
I started identifying the problems on the platform by going through data from our form feedback, doing competitive analysis for the 'Search' feature that we want to build and spearheading UX Audit on the platform to identify key metrics such as compliance in UX Standards, Usability Heuristics, UX Best Practices, etc.
Results
Project details
Our process included working closely with stakeholders during discovery sessions, identifying problems, interview questions to identify user behaviour and working with development team to summarise estimate designs and feasibility of features.
One constant user problem that we've identified on the form feedback as well is:
User Review
"I wish there's a way to filter locations, prices and carriers on the platform."
Based on our findings, we were able to come up with our design focus/goals:
Goals
Increase customer retention through filter options
To ensure that the customers understand the content presented from locations to services and to work with the engineers on how we can sort the user's demands/relevancy.
Create ease with the ‘Advanced Search Filter’
To give consumers a concise representation of how the user journey should proceed from the start to the end of the service experience.
Strengthen clarity while navigating on the services
To work on a design system to reduce technical debt and to give the users a clear, consistent experience.
Leading this project meant working closely with the CTO, Software Engineers, our PMs' and QAs' to conduct the solutions and sketch out ideas that fits. To validate my findings, I would do guerrilla testing or directly ask the stakeholders. I would also create iterations immediately after I’ve gathered my findings.
Designs
Expanding the price list
Recreating the price list was a bit tricky as a specific location can have different sets of pricing. The list could be composed of 1-4 or more type of services/prices. I came up with numerous iterations but below was what we’ve concluded.
Advanced Search Filter
Every individual is unique but if a customer fails to proceed there is a higher chance of visitors abandoning the page.
EXAMPLE
This section only shows a general option for selecting a location. When this happens, the user’s choices pose limits when there is actually a variety.
Advanced Search Filter Flow
Here's an overview of the entire flow:
Conclusion
What’s our takeaway from this?
I’ve yet to find out the official beta release of this product change. The next steps include following through the user journey roadmap and continue optimizing the design system to promote consistency and scalability of this product.
