Lowe’s Improved Out-of-Stock Experience
Ever been intrigued by a product, only to find out that it's out-of-stock when you try to learn more? We understand the frustration and have taken steps to improve how we display out-of-stock items on our Product List Pages, Product Detail Page, and Cart. By showcasing currently unavailable items higher up in the funnel, we aim to enhance the shopping experience and reduce disappointment
My Contribution:
As the only designer on this project, I worked closely with a UX researcher to incorporate customer insights and validate the final designs. Beyond designing the product, I also conducted an in-depth analysis of the current state and performed market research to inform our decisions
Problem:
Our current approach to displaying out-of-stock items on our Product List Page, Detail Page, and Cart is falling short of customer expectations, leading to frustration and potentially driving customers to seek the product elsewhere.
Objective:
Our objective is to enhance the customer experience by providing the Availability and Fulfillment team with an upgraded approach for managing out-of-stock items. The proposed solution aims to provide customers with transparent information regarding item availability while offering alternative product recommendations. By doing so, we aim to improve customer satisfaction and optimize the overall fulfillment process.
When assigned to this project, I collaborated with a UX researcher throughout the entire process. During the initial phase, while the researcher conducted user interviews, I conducted secondary research, which encompassed a heuristic evaluation based on Baymard Guidelines to identify areas where our experience adhered to or violated certain guidelines. Furthermore, I conducted an extensive competitive analysis to evaluate our standing in comparison with both direct and indirect competitors.
Overview of Primary and Secondary Research:
In this section you will see an overview of our User Research, Heuristic Evaluation, and Competitive Analysis.
Detailed Findings - Heuristic Evaluation:
Detailed Findings - Product List Page:
This section presents the key takeaways from our Primary and Secondary Research, a comprehensive competitive scorecard, a detailed analysis of our current state, and examples of strategies employed by our competitors.
Detailed Findings - Product Detail Page:
This section presents the key takeaways from our Primary and Secondary Research, a comprehensive competitive scorecard, a detailed analysis of our current state, and examples of strategies employed by our competitors.
Detailed Findings - Cart:
This section presents the key takeaways from our Primary and Secondary Research, a comprehensive competitive scorecard, a detailed analysis of our current state, and examples of strategies employed by our competitors.
Overall Research Finding:
This section features customer journey maps that illustrate the experience of our customers when encountering Out-of-Stock items at Lowe's.
In this phase, we leveraged the insights and feedback obtained from our Primary and Secondary Research to develop concept designs for user testing. The designs featured in this section are categorized as Transitional State designs, implying that they can be feasibly implemented within our current technical capabilities.
Concept Designs - Product List Page:
This section focuses on concept designs specifically for the Product List Page along with key callouts of what new elements we included. Within these designs, we accounted for regular items, product variant selectors (PVS), and a side drawer that provides more information on Out-of-Stock items.
Concept Designs - Product Detail Page:
This section focuses on concept designs specifically for the Product Detail Page along with key callouts of what new elements we included. Within these designs, we accounted for single items and product variant selectors (PVS).
Concept Designs - Cart:
This section focuses on concept designs that are specifically tailored for the Cart, accompanied by key callouts of the new elements that we have incorporated.
In this phase, we conducted user testing to gather feedback on our concept designs for displaying Out-of-Stock items on Product List Pages (PLP), Product Detail Pages (PDP), and Cart. Based on the feedback received, we refined our designs to arrive at the final recommended concepts. The designs featured in this section are categorized as Transitional State designs, implying that they can be feasibly implemented within our current technical capabilities.
Research Overview
Validation Findings & Final Designs - Product List Page:
This section presents the validation findings and final recommended designs for a Product List Page, along with designs of how Out-of-Stock items are displayed on a Single Item, Product Variant, and the Side Drawer that appears when users seek alternative products that are currently unavailable.
Validation Findings & Final Designs - Product Detail Page:
This section presents the validation findings and final recommended designs for a Product Detail Page, along with designs of how Out-of-Stock items are displayed on a Single Item, Product Variant.
Validation Findings & Final Designs - Cart
This section presents the validation findings and final recommended designs for items that go Out-of-Stock in the Cart and the Side Drawer that appears when users seek alternative products that are currently unavailable.
In addition to assessing the transitional state designs, it is imperative to consider the future of Out-of-Stock. This section presents a series of designs that illustrate the optimal customer experience for a Product List Page, Product Detail Page, and Cart. While these designs may exceed current technological capabilities, we aspire to pursue their realization in the foreseeable future.
