Background

The business is an advanced digital platform which integrates eCommerce, social, marketing and analytics capabilities to enable targeted product sales.

The digital platform, provide brands with the ability to create brand stores and its users the ability to buy, promote, research and recommend brand products directly and/or through their preferred social media platforms.

This will involve registering a user, so they can obtain an online account.

A user must be registered to perform certain actions on the platform, functions limited to a registered user are sharing product link to earn commission or points, create a collection for their followers, earning commision on sales, sharing comments and reviews and other account related features like saving delivery addresses.

My role

I worked with the project manager and development team in creating user personas and journey map in order for users to complete their set out tasks.

The kickoff

Research and discovery

In this phase, we want to learn everything about the business and their users with business requirements (process and rules)

A mixture of desk-based and field research will give us insight into who we are designing for. We will create personas and user journeys which help explore how users will interact with the business and identify possible challenges and opportunities.

The different types of users

Influencer User

All registered users on the system fall under the influencer category, this category enables a user to earn points for sharing and buying products.

The earned points can be used to make payments, as users proceed to share and buy there are promoted through the user influencer levels.

Ambassador User

An ambassador user, have the same benefits as an influencer user, with the exception that they can go up to level 4 @ 20% per sale along with having the ability to cash out commission earned which is paid out after 30 days of cash out.

Research User

A research user is a new user or returning user who will always first do their research if the business indeed offers the best prices on their product and if the loyalty programme does give them additional benefits.

Discount chaser User

A discount chaser user isn’t primarily a loyal customer as they will always jump to the “next best thing” they typically shop only for discounts or sales. She gains her experience with “window shopping“ and knows when the product she needs is really on a discounted rate.

Product-focused User

A product-focused user, have the same benefits as an influencer user. These users typically only make online purchasing on a need to have basis and won’t be a frequent shopper but will look for the best quality in the specific product.

The journey map

The journey map shows the different persona’s at specific pages and their expected level of experience.