Reflection – Learning launch

Challenge

As part of the digital product team we have dedicated a large part of our time and effort to identify and  understand the pain that our users have in each of the points of contact they have on their journey  when using our ecommerce, the analysis of all these needs We have converted them into improvement  ideas that are designed and prototypes ready to be tested, due to the dynamics of the business we have  developed and released these improvements without previously testing with our clients, resulting in  solutions that do not work or that had to be pivoted to search better roads.

Selection

With this scenario from the digital product team we carry out the implementation of the learning launch  tool that has allowed us to "get to the truth and then the truth confirms or not your assumptions." In  short, test the hypotheses with our clients to understand that we are on the right track, modify the  hypothesis to retest it or stop with this idea and leave it for later and show the entire work team that  the best way is to test the ideas, lose the fear of being wrong and save time and money.

Application

We have gone out to test the ideas with a sample of our main group of users: People between 24 to 35  years’ old who use a mobile device to make their purchases, we carry out these activities physically and  also virtually as an alternative to the current pandemic and all its implications

We define two types of test:

Think aloud test

During their shopping experience, the user is asked to say “out loud” everything they are doing and  thinking, asking the user to complete a series of basic tasks

Short interview

After the simulation of the shopping experience, the main barriers identified and the general perception  of the solution are studied in depth.

The tool has helped us by confirming some of our ideas, but also showing how others should be pivoted  to test again.

Insight

The main achievement that we have had with the tool is to lose the fear of trying and making mistakes,  when working for an ecommerce the fear of making mistakes and losing money is a constant, we have  taken a small step but each time we have more confidence and patience from the different teams to  test our ideas with users to confirm or not our assumptions

Approach

One of the main benefits of implementing design thinking is to achieve shared knowledge and the co- creation of solutions, having such a large team and with different interests the next step I am going to  take is to implement the visualization tool so that all teams have a same approach that allows us to  identify problems and define possible solutions for them.

