The Challenge 👊

The Shop Provincial project embarked on a transformative journey, pivoting from PSHS's traditional HVAC installation business to an innovative e-commerce strategy for smart home products. The initial challenge was to develop a new website from scratch, moving away from an outdated WordPress site, to better serve the evolving needs of the market and the company. This transition aimed to address the critical issue of building trust with consumers, who previously entered false information due to skepticism, and to shift the business model towards a more sustainable and scalable online platform.

Decrease Reliance on Leads

Reducing dependency on low-quality leads by implementing a robust e-commerce platform that encourages genuine user interactions and conversions, without necessitating a sales team's intervention

Lifetime Value of Customer

How might we leverage innovative e-commerce strategies and personalized digital experiences to transform consumer skepticism into trust and loyalty, thereby enhancing the lifetime value of customers in the smart home industry?

Research Insights 🔍

Through surveys and interviews, we gained invaluable insights into the preferences and challenges faced by smart home consumers. Key findings revealed a strong preference for sustainability, seamless product compatibility, and reliable after-sales support. Interestingly, contrary to our initial assumptions, the most significant frustration among users was not the installation process but the updates and technical issues that arose afterwards. This insight has been crucial in guiding our strategy to enhance customer support and product offerings, ensuring we address the real pain points of our consumers.

Users desire curated bundles that combine quality and affordability, emphasizing the need for well-integrated, cost-effective solutions

Consumers who lack the technical skills needed, want a smart home system that is coherent and fits their needs, while also being provided the proper support and assistance.

Competitive Analysis 📊

• Only offers security bundles

• Need to submit a form and speak to specialist in order to purchase

DESIGN CONCEPTS FOR BUNDLES

So many roads, so many detours, so many choices, so many mistakes

1. Google

• Limited bundles

• Insist users to build packages that can be overwhelming to beginners

• Third party installer

• Lack of Support

Quiz Flow

After evaluating three bundle options for our smart home products—personalized quizzes, build your bundle, and pre-made bundles—we concluded that pre-made bundles are the most effective. This decision was based on their ability to simplify the buying process for customers, by avoiding overwhelm and providing clear pricing, while also allowing for easier stock management and streamlined installation processes on the business side. This strategy aligns with both consumer preferences for straightforward shopping experiences and our business objectives of efficient cross-selling and upselling.

User Journey 🛤️

Usability Testing Insights 🧪

In response to customer feedback, we tested the inclusion of individual products alongside bundles in the checkout process. The A/B testing revealed that 80% of customers preferred adding individual items, compared to only 30% for additional bundles. This compelling evidence led to a strategic shift, convincing management to focus on upselling and cross-selling single products, significantly altering our e-commerce approach.

In response to customer feedback, we tested the inclusion of individual products alongside bundles in the checkout process. The A/B testing revealed that 80% of customers preferred adding individual items, compared to only 30% for additional bundles. This compelling evidence led to a strategic shift, convincing management to focus on upselling and cross-selling single products, significantly altering our e-commerce approach.

Wireframes 🕸️

Initial

INTERACTABILITY

Initial