Premium Appliance Rental

Role: Lead User Experience Professional

I started working with Premium Appliance Rental in late 2020 on a contract basis. I reported directly to the stakeholders. I worked on multiple research and analysis reports with Premium Appliance Rental remixing my skills in data analysis with broad research tools to provide valuable business insights. I was able to grow my UX design knowledge and skills with multiple projects and products I was able to introduce using mainly Figma as my means of designing. While I was utilizing quantitative and qualitative research, I would say quantitative research was the most commonly used method.

Post purchase usability evaluation

When I began at Premium Appliance Rental I quickly noticed that there was no data provided on true usability of the site

So as my first task I took the initiative of creating a “post purchase evaluation prompt”

I went with SurveyMonkey to create a remote unmoderated usability test which included Single Ease Question (SEQ), and a few open ended written questions to strengthen the insight on how the user experiences and feels about their whole website interaction

Research gathered I was able to quickly identify multiple areas for improvement the first area I decided to improve was that of what appliances were actually available and offered

Using UserTesting.com I created tree testing, card sorting and conducted live interviews to gain more knowledge and further define the most useful features and areas of improvement

Through research gathered I was now able to reveal cohesively with the UX design team a more clean and refined user friendly homepage with enhanced menu options and location

After roughly 45 days from the new homepage rollout stakeholders saw an increase in revenue and a higher click conversion rate, a personally created Google analytics sequence showed roughly a 23% increase in clicks on what used to be the somewhat unknown appliances offered

Usability Heuristic Improvement

In previously run usability test on UserZoom one problem that seemed to arise with users was the “Cart” feature

I had decided to work collaboratively on this project with the UX designers to improve the user control of the “Cart” feature

Using Figma we were able to work together seamlessly to create new wireframes and prototypes to begin our user comparative testing, user interviews, and split user testing

To gather the data we needed we created and distributed the tests with Loop11 UX testing tool

With the new research data we were able to create the ideal user flow of the improved cart feature

The new “Cart” feature you see today will follow you to each page you visit with a numerical attachment of items in the “Cart” as well as an easier user experience for removing items from the “Cart” featuring a big red “X” on the item and lastly adding a “Clear Cart” button to improve user control

Human interaction with e-commerce appliance page

During my observation of quantitative data (Google Analytics personally created sequences and Lucky Orange heat maps) I noticed a lack of interaction with the actual appliance pages once clicked by potential clients.
After a deeper research dive something that stuck out to me on competitor websites was an interactive slide that was a video format
I preformed contextual research by heading to not only Premium Appliance Rental’s location but also those of the competitors to see how the consumer physically interacted with the appliances and also the keywords or features the sales associate would say and show to deepen interest and increase interaction with the consumer, achieving positive body language feedback and words of affirmation.
Utilizing UserZoom I was able to create multiple quantitative and qualitative test to distribute to current and potential clients and gather data with the intent to confirm my hypothesis
After receiving a positive backing through my research, I created a presentation for the stakeholders seeking approval to move further along with my research and turn my wireframes into prototypes
Armed with two new website prototypes I was able to again utilize UserZoom to create my A/B and Click Testing, through these qualitative methods I gathered a definitive answer on effectiveness and user approval

Improvement of out-of-state users

Stakeholders revealed a desire to grow the business and grow the company presence outside of the state of Texas

The first step I decided to take in making the wishlist item a reality was to synthesis data gathered from Lucky Orange and Google Analytics to provide myself an insight on out of state consumers

Evaluating personally created Google Analytics sequences and observing Lucky Orange Heat maps I was able to uncover my hypothesis on where and why users we leaving the site or not completing a purchase/rental

Using UserZoom I created a usability test to gather a further insight of video recording of users completing tasks on the website at different stages

With the data from the usability test and from current out of state user interviews (delegated task to a small team) I was able to partner with the UX design team to create specific User Journeys and I took part in enhancing the wireframing of the website

I then decided to take that data and create an easy-to-digest presentation with eye pleasing graphs and information showing what my data breakdown discovered to suggest the approval for updates and improvements on pain point from stakeholders

60 days after approval from my presentation to the stakeholders there was a boost in product purchase/rentals of 17% and an increased traffic flow from out of state users

Hayden D.

Premium Appliance Rental

Austin, Texas

Role: Lead User Experience Professional

Post purchase usability evaluation

Usability Heuristic Improvement

Human interaction with e-commerce appliance page

Improvement of out-of-state users

Premium Appliance Rental

Austin, Texas

Role: Lead User Experience Professional

Post purchase usability evaluation

Usability Heuristic Improvement

Human interaction with e-commerce appliance page

Improvement of out-of-state users

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