KENNARDS HIRE WEBSITE

GOAL

Our primary goal is to create a website that effectively caters to both commercial and individual inquiries. Leveraging insights from quantitative and qualitative research findings, as well as problem discovery workshops, we aim to enhance transparency regarding the correlation between rates, time, date, location, and delivery method. By placing the user at the center of the product and decision-making process, we seek to provide an intuitive and user-centric experience.

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CHALLENGE

Unlike traditional hiring platforms, this hiring platform faces the challenge of product availability and pricing being subject to time and location. The complexity arises from dealing with a range of rates and location settings, making the decision-making process more intricate for users.

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OBJECTIVE

Our objectives revolve around eliminating ambiguity from the process by enforcing geolocation settings and providing clear explanations of rates. To ensure a seamless user experience, we aim to bring the user's needs to the forefront of the product, enabling them to complete desired tasks with minimal effort, whether from their site or office. The child flows required to make a hire include:

• Selecting a branch

• Viewing full rates or inquiring about items with pricing on application (POA)

• Accessing product details, including add-ons, rates, and location-based availability

• Selecting a delivery or collection method

• Choosing a date, time, and duration

• Setting up an account

• Making a payment

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RESEARCH METHOD

To inform our design decisions, we employed a comprehensive research approach, utilizing both quantitative and qualitative methods. Our research methods included:

• Stakeholder interviews

• Problem discovery workshop (priority matrix, task analysis, persona, card sorting)

• Competitor analysis

• User interviews

• Affinity mapping

• Usability testing (moderated and unmoderated)

• Heatmap analysis

• Expert review

• Customer journey mapping

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SOLUTION

To enhance user experience and facilitate informed decision-making, we have implemented several features in the application:

Branch Selection Prompt:

• Users are prompted to select their location to improve accuracy in stock availability and rates.

• By setting their location, users can easily find products available at their nearest branch, ensuring convenience and reducing search time.

• If a product is not available at their nearest branch or through their preferred method, users are presented with a list of alternative branches and methods.

• This empowers users by providing clarity and options, allowing them to make informed decisions based on availability and convenience.

Rates Transparency:

• Product detail pages now display rates broken down into hourly, daily, weekly, monthly, and weekend options.

• This transparency enables users to understand the cost implications for different rental durations, allowing them to select the most cost-effective option.

• Additionally, the product detail page prominently lists the cost of add-ons, ensuring transparency and providing users with a comprehensive view of pricing.

Centralized Product Information:

• The product detail page serves as a central hub for key information such as safety requirements, handling instructions, and other relevant details.

• By consolidating this information, users can easily access and review all essential product details in one place, facilitating their decision-making process.

Price on Application Items:

• For complex pricing scenarios that require in-depth conversation with users, we have implemented an easy enquiry form.

• When encountering price on application items, users can conveniently submit their inquiries through the form, ensuring personalized assistance and resolving pricing concerns effectively.

By implementing these features, we aim to enhance user satisfaction by providing accurate stock availability information, transparent pricing options, and centralized product details. This empowers users to make well-informed decisions, leading to a smoother and more user-friendly experience within the application.

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DELIVERABLE

The following deliverables were produced during the project: personas representing different user types, information architecture and site map for intuitive navigation, wireframes showcasing the layout and structure of the application, user stories to capture user requirements and scenarios, hi-fidelity clickable prototype for realistic interaction testing, style guide for maintaining visual consistency, design libraries, systems, and toolkit for efficient design implementation.

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RESULT

Through meticulous research, strategic design decisions, and a user-centered approach, we successfully developed a responsive and intuitive website that effectively achieved the project's goals and objectives. Users have expressed highly positive experiences with the navigation, product view, and checkout process. The remarkable success is further evidenced by key metrics:

• Bounce Rate reduced by an impressive 60%

• Average Session Duration increased by 45%

• Click-Through Rate (CTR) on "how to" screens improved by 80%

 

These metrics demonstrate the enhanced usability, efficiency, and engagement of the website. Our data-driven approach and careful attention to user experience have resulted in significant improvements across various key indicators, ultimately leading to a highly successful outcome.