Thriftly Case Study
The Product: Thriftly is a mobile app designed to support affordability and sustainable fashion by connecting users to nearby thrift stores. Users can efficiently discover nearby stores and schedule appointments in advance. The app is focused around making sustainable and affordable fashion accessible to all, even those in a hurry!
Duration: May 2022 to November 2022
My Role: UX/UI Designer from conception to delivery
Net New Project: Certification Course
Responsibilities:
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Developing personas
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UI Design
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Paper and digital wireframing
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Low and high-fidelity prototyping
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Conducting usability studies
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Iterating on Designs
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Concept Creation
The Problem
Busy individuals lack the ability to locate and schedule donation times in advance before visiting the thrift store. This can lead to frustration if the wait is too long or if they aren't accepting additional donations.
The Goal
Design a simple mobile app for thrift stores that allows the users to efficiently locate nearby stores and schedule donation times in advance.
User Research & Interview Questions
The goal behind the user research was to identify two main user groups and understand why they visit thrift stores, what their challenges are, and what would create a better experience for them by developing a mobile app.
Questions:
1. Why do you visit thrift stores?
2. How often do you visit thrift stores?
3. Is there anything that stops you from donating or shopping at thrift stores?
4. What challenges have you faced while shopping or donating to a thrift store?
5. On the scale of 1-10, how would you rate your past experience with thrift stores?
6. Would you utilize a mobile app for local thrift stores? If so, what would you hope to use it for?
7. How do you feel when you shop or donate at a thrift store?
Research Examples:
1. "Thrifting is NOT a privilege for everyone. For many, thrifting is a necessity and a normal part of life, especially for lower income households." (Bowlin, Brooke. 2021)
2. Limitations include: "The time it takes to shop and donate, physical ability and health, lack of extended sizing, item scarcity, geographic area, lack of near-by stores, need of technology, internet, payment methods to shop secondhand online, lack of know-how, thrift overwhelm." (Bowlin, Brooke. 2021)
The questions above were asked to 10 individuals.
1. 9/10 individuals felt happy/satisfied about visiting a thrift store due to sustainability and more accessible pricing.
User Research Summary
After conducting multiple interviews and developing empathy maps, I gained a deep understanding of the unique needs and challenges faced by users who would primarily utilize the mobile app.
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Two Distinct user groups emerged in the world of thrift shopping. The first group mainly consists of lower socioeconomic families who may be non-native english speaking who struggle to purchase most clothing at a retail price due to limited resources. The second group is made up of working adults and students who have a passion for recycled clothing, charity, and sustainability.
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The crucial needs and difficulties found in the research support the identification that time constraints were a major barrier for both groups. Due to both groups having many obligations, this ultimately would limit their overall access to thrift store experiences.
User Pain Points
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Time & Efficiency
Since users are typically very busy, they don’t want to waste time waiting in line, showing up during non-business hours, or driving to far locations. For increased efficiency, users need to be able to schedule appointments, check if their items are valuable to bring in, and see how long wait times are prior to visiting the store.
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Clarity
Not knowing nearest locations, store hours, contact information, or if they are accepting donations can create frustration. Users want to know upfront important information before taking time to visit a store in person.
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Accessibility
Since many users may not speak english as their native language, it is important that the app has the option for multi-languages to serve as many people as possible. Information regarding store information should be easily accessible for users to receive the best overall experience.
Meet Our Personas
Esme is a mother of three who prefers to utilize spanish as her primary language. She needs a simple thrift store app compatible with multiple languages because she wants to feel confident navigating the mobile app, and the content presented to make the best decision for her needs.
Andrew is a busy healthcare recruiter who needs a quick way to schedule thrift store donation times due to only having limited time during his lunch break to visit nearby stores.
User Journey Map: Esme
User Journey: Andrew
Story Boards
Competitive Audit
Takeaways
Gaps:
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The apps/websites lack in accessibility (only english available, may not be compatible with screen reader technologies)
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Functionality, some of the apps are not always easily navigated due to loading issues
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Difficult to find basic info, very cluttered design
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No way to schedule donations or see upcoming donation information
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No way of estimating how much you will make by selling clothes or what products are desired ahead of time
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Only plato's closet listed what clothes they were accepting at the moment
Opportunities:
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Opportunity to create donation calendar (times, reservations, skip the line)
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Opportunity to create a Photo feature to estimate return on donated items
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Opportunity to make products more accessible (multi language, etc.)
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Opportunity to create sleek design with straight to the point text
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Opportunity to search stores in different locations
Paper Wireframes
I tried to implement a quick and easy process for scheduling and finding stores through developing basic wireframe layouts.
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After asking a handful of users, I decided to go with the screen below due to feedback that many preferred to see saved & nearby stores on their homescreen.
I asked a handful of users what key elements they preferred to see on their homescreen based off of the examples above. Many stated that they didn't want to feel overwhelmed with options and would like 3 main elements to be present. The elements were saved stores, nearby locations, and an easy way to schedule a donation.
Digital Wireframes
Original layout of user flow for scheduling prior to usability study.
Usability Study & Research
Themes:
1. 3 out of 5 participants were frustrated that they couldn't view company ratings and overviews.
2. 4 out of 5 participants were frustrated that there weren't more scheduling options with a calendar view.
3. 2 out of 5 participants thought there should be additional language options for accessibility.
Insights:
1. Users need additional language options.
3. Users need a way to schedule with a calendar view where you can select the day, month, and time.
2. Users need the option to visit a company page before scheduling.
4. Users need a page dedicated to company reviews.
Iterations:
To the left is an updated flow of screens added to address any user feedback presented above.
Additional questions asked in second round of usability study (more info below):
1. With changes, did users complete the prompts more fluidly?
2. Did we address language barriers?
3. Did the overall experience increase?
Company Reviews
Select Language
Company Page
Calendar View
Second Round of Usability Study & Findings
1. Most users wanted a que that showed they selected the button.
2. The cues to find a store were not interpreted by some users.
3. Some users were unsure of how to cancel a confirmed appointment.
Mockups
The screens below show changes after conducting the second usability study.
Accessibility Considerations
Facial recogition, location finder, incorporated text to images for screen readers.
Provided the option for multi language use.
Utilized contrasting colors and design icons so that each screen is easy to read & navigate.
Impact & Lessons Learned
Impact: Thriftly efficiently connects busy individuals to nearby stores so that they can donate clothes, schedule appointments, and locate affordable & sustainable clothing.
SAVE OUR PLANET
“The app was so easy to navigate, I usually have to wait in long lines to donate clothes but now I can schedule ahead. I even found some new stores to visit nearby! It feels good to pass some of my past treasures to someone new.”
I learned the importance of designing and testing in every step of the process. It’s so important to test designs while keeping an open mind during feedback to be able to iterate and provide the best user experience.