SOLUTION:
Redesign of the Home, Products, Saved Designs, Order History pages, as well as customer emails.
CHALLENGE:
Create a more usable web-platform for new and current clients to utilize electronic printing software that can instantly proof designs.
METHODS: Competitor Research | User Interviews | Evaluative Interviews | Interactive Prototype
TOOLS: Sketch | Invision | Keynote
The Challenge
Rapid Interface makes prototypes of printed electronics. You’ve probably interacted with printed electronics in your everyday life. You can find them on the pump at a gas station, on a coffee machine or to pick your favorite flavor from the slushy machine. Before any of these products went into commercial production, they began as a prototype.
Historically a long process of back and forth of emails and phone calls for proofing designs. This can take 2-3 weeks as many are produced oversees. Seeing this bottleneck, Brad of Rapid Interface created a proprietary software platform that does the proofing immediately at the time of ordering. Since they are produced right here in the US, Rapid Interface makes as few as 5 units in just 5 days.
The Approach
We conducted a Competitive Analysis and interviewed Graphic Artists, Industrial Designers and Engineers found they want: Clarity of Value, Clarity of Process and Communication.
Recommendations & Prototype
Homepage
The first pattern we noticed had to do with what users see right away when they arrive on the Rapid Interface homepage. When asking users questions about their first impressions, some users felt uncertain about what they were looking at. One research participant commented, “I can’t tell right away what they’re selling.” This uncertainty led us to addressing the homepage’s first impression. Users told us that they want to know what they’re buying without having to do much research, and their first impression of the Rapid Interface needs to instill confidence in purchasing.
Another pattern was one we anticipated but it was confirmed through research. This pattern was users lack of understanding of the Rapid Interface’s process. Rapid Interface’s production model revolutionizes the process of ordering prototype, but they need to clearly explain to their customers how their process works. As a team we explored various ways of clearly demonstrating that process, and put our ideas in front of users in order to find what resonated most. We found that users preferred a graphic representation of the process flow over a video. Many said they were unlikely to take the time to watch a video and could learn what they need to know more quickly from a graphic representation. With the capability to get prototypes fast, save designs, and view past orders, rapid Interface is a great resource with great features, but their users need how to use it.
products page
saved designs & order history pages
Lastly, we found the follow up of a customer experience is just as important as the first impression. 7 of 7 designers and engineers we interviewed said they want to know what’s happening with their order every step of the way, from the time the order is received, to the time their prototypes are delivered. This level of transparency builds equity with user, instilling confidence in their purchasing, and making it more likely they’ll return.
