Improving the shopping experience for still good

Summary

still good is a newly established online shopping platform in South Africa, primarily aimed at connecting value-conscious families with grocery outlets looking to reduce waste.

In July this year, they approached me for a UX audit of their key user flows, after receiving some user feedback.

The Challenge

One of the pieces of feedback they received was around collection of orders - where users had paid but then failed to collect at the specified time. Despite having an onboarding flow explaining the concept and process, there still appeared to be some uncertainty as to how the collection works.

Process

• Competitive benchmarking
  I started by doing competitive benchmarking, analyzing the core user flows for Refreshi (a local competitor) as well as Too Good To Go - the world's largest marketplace for surplus food aimed at conscious consumers.
  
  

• User persona
  I then put together a user persona based on information shared with me, in order to help understand the motivations and mindset of the core user group.
  
  

• User journey mapping
  I then conducted real-world testing and mapped out the current user journey for the core user flows.
  
  

• UX best practices
  Finally, I researched current UX best practices from reputable sources like the Baymard Institute, Norman Nielsen Group etc.

Solution

The Impact