<aside> ♻️ SUMMARY Every month, transform NPS Detractors into engaged participants in UX research studies, elevate the score, and establish a cyclical feed for the product design backlog.
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<aside> 😴 In the early usability tests at Hortifruti, we didn't yet have the culture of user-centered design.
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This lack of understanding of user needs and pain points can result in the team's backlog lacking a consistently well-informed source, leading individuals to take numerous shots in the dark until they find the right direction to follow.
<aside> 🏆 Nevertheless, we could already perceive that these tests had a significant impact on generating a comprehensive backlog for the team as a whole, extending even to other departments within the company.
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I believe that from the summary of the issues identified in the initial 3 days (pilot tests), we can already gain an understanding of the value that usability tests can bring to the creation of a user-oriented backlog:
Summary of Identified Frictions
| Frictions | Impact on the Experience | Category |
|---|---|---|
| User is unable to add items to the cart | High | Tecnology |
| Intermittent on search functionality | High | Tecnology |
| Clickable area of category buttons | High | Tecnology |
| Confusion when accessing the platform | High | Design |
| Difficulty in creating an account | High | Tecnology |
| Selecting a store to start shopping | High | Design |
| Understanding product weight/price | High | Catalog |
| Unavailable products are displaying errors when accessed | Medium | Tecnology |
| ZIP code doesn't auto-complete | Medium | Tecnology |
| Adding products directly through search | Medium | Design |
| Upon logging in to complete the purchase, the user is redirected to the homepage | Medium | Tecnology |
| Category filters are navigating the user to a different page | Medium | Tecnology |
| Editing items in the cart | Low | Tecnology |
| Navigating between categories | Low | Design |
| "Save as" field confuses customers | Low | Design |
| Issues with the text for entering ZIP code | Low | Design |