Full case study
Rehome
Secondary Research
Primary Research Interviews
Affinity Mapping
User Experience Mapping
Wireframe Development
UI Research & Development
User Testing
High Fidelity Production
I followed the double diamond design framework during this project
Discover
Define
Ideate
Design
In 2019 Global quantities of e-waste generated are dominated by small equipment, large equipment and temperature exchange equipment.
In 2014 11.8 Million Tons of waste from large equipment( Washing machines, clothes dryers, dishwashers, eclectic stoves, photovoltaic panels, ect.)
60 percent of e-waste comes from home appliances, including everything from washers and dryers to small appliances.
To have a truly sustainable impact on the e-waste issue, we must increase our efforts to giving appliances second and third lives.
I conducted an array of interviews with multiple users focusing on barriers of entry across my target demographics and synthesized all of my findings.
Interview Data
Motivations
Behaviors
Pain points
Theme
Theme
Theme
I categorized all the raw data by grouping them by pain points, motivations, behaviors. Followed by discovering themes in the interview data. I finished by authoring insight statements for all themes and narrowing down the most relevant insight for our target user.
People often buy used appliances and are unhappy with the purchasing experience of it.
Users dislike the buying experience
At this stage, I refined my design challenge to reflect the insights I had gathered from my target market.
How might we help users understand the environmental impact of E-waste from single use appliances and encourage them to consider purchasing used instead?
How Might We
To fully synthesize my research findings, I developed an user persona profile and user experience map. These tools helped me keep the target user in front of mind, and weigh my design decisions against the research insights.
I wish buying used appliances was easier! Like buying from Lowes.
Primary User Persona
“
“
Jerry Salcido
About
Pain points
Behaviors
Motivations
Age
30
Occupation
Banker
Single
Venice, CA
Some College
50k
Education
Income
Location
Status
Jerry is a young banker living in Venice , CA. He is living with his girlfriend of 3 years and is in charge of all home repairs at home. Since moving in he has replaced many appliances and finds it equally time-consuming, awkward, and exhausting to replace them.
Hates dealing with the workload of buying used appliances
Dislikes meeting up with strangers to purchase.
Dislikes the amount of time spent searching for a replacement.
Has put off a lot of home repairs because of time and workload.
Normally shops of Facebook for used appliances.
Wants to buy new appliances but cant afford to buy them.
Wants an easy seamless experience when buying a used appliance.
Wants to deal with replacing the appliances as least as possible.
Want to save money when replacing an appliance.
Journey Map
To guide the ideation process, I created a variety of user stories to gain insight into how a digital solution might help our users. I then grouped stories into common themes ( EPIC ) and selected the main epic that best addresses jerry’s painpoints.
As a appliance shopper I want to browse used appliance listings, So that I can find all available replacements for me.
As a appliance shopper I want to purchase fully online, So that I don't have to worry about awkward interaction.
As a appliance shopper I want to see my savings vs new, So that I can feel good about my purchase.
As a appliance shopper I want to leave feedback on my experience, So that I can insure others can view my rating.
As a appliance shopper I want to leave a rating on my purchase, So I can view peoples experience before buying.
As a appliance shopper I want to create a wishlist, So I can keep track of all appliances that need repairing in my home.
As a appliance shopper I want to have pictures + info on appliances, so that I can visualize my options .
As a appliance shopper I want to have options to warranty, so that I can feel reassurance.
As a appliance shopper I want to personalized video of the unit, so that I can see its a real working product.
As a appliance shopper I want to have recommendations for purchase, so that I can view good options for me.
These were authored from the perspective of Jerry Salcido using the following structure:
“As a [user type] I want to [desired action] so that [I benefit]”
I chose the Core Epic because it aligned the best with the problem space.
Hates dealing with the workload of buying used appliances
Dislikes meeting up with strangers to purchase.
Dislikes the amount of time spent searching for a replacement.
This epic attempts to convey three aspects of our users painpoints:
Purchase a used appliance
Once understanding my core epic, I authored a user task to represent the value proposition under that epic of my product. I then created a task flow to visualize how we can solve Jerry’s painpoints with our digital solution.
Completing a used appliance purchase
Appliance category screen
Task Flow
Task: Completing a used appliance purchase.
Enter zip code + select budget screen?
Appliance landing page
User taps “Dryer”
User taps “Replace appliance”
User enters zip and taps ”$500”
Start
End
End
End
Dryer details screen
Purchase confirmation page
Congratulations screen
Enhanced options page
Select delivery date page
All available dryers in budget screen
Checkout page
Final instructions page
User taps “buy now”
User taps “Next”
User selects + taps “option 3”
User enters + taps “buy”
User taps “done”
User taps “Add”
User taps “next”
Legend
State/
Location
User
Action
System
Decision
I used a inspiration board as a guide to start exploratory sketching to start playing with layouts. I then created solution sketches of our screens and flow. Below are the solution sketches that served as the starting point for my first wireframe.
Appliance landing page
Appliance category screen
Enter zip code + select budget screen?
All available dryers in budget screen
Dryer details screen
Enhanced options page
Checkout page
Select delivery date page
Final instructions page
I brought my sketches to life by building wireframes that started to showcase some of the main features that I wanted to include in this product. Things like a budget filter, a enhanced services page, and the ability to leave feedback on the purchase experience.
I conducted two rounds of usability tests with 5 different participants each round. The user feedback tested my assumptions about design components, layouts, spacing, information architecture, and flow.
After each round of testing, I analyzed the outputs by condensing my notes into action points on a prioritization matrix. Overall, I iterated through 3 prototypes and addressed three major issues.
Major Changes
Many things surfaced on the home screen on the app. Many users were confused about the abbreviations used (e-waste). Other testers gravitated towards using the search bar to find the appliance they desired.
Most of the users felt they didn’t have all the info needed to make a buying decision. Most asked about more information regarding condition, history, and other resources to facilitate decision.
Users were confused with pre-install checklist forcing users to check off duties right after checkout instead of giving ability to to view later. Also, users did not have a clear indication of successful checkout or ways to reach support.
After all rounds of iterations I had a grayscale prototype that was backed with extensive user testing, It was time to start building a brand identity through UI and a high fidelity prototype.
I brainstormed a set of keywords that identified my brand’s personality.
Futuristic
High-Tech
Cutting Edge
Convenient
Dependable
Detailed
Credible
Using the key words, I searched for images to curate a mood board. This became a source of inspiration and guidance for my design process. For example, I used the mood board to extract colors and curate a color palette, as well as establish my typography system.
Aa
Lexend/ Regular
Primary typeface
The brand name ideation was an iterative process in which multiple names were created, we surveyed users to understand what every name evoked. We landed on ReHome. This name was simple, easy to remember and spell, and encompassed my brand objective and emotion.
The main idea of the wordmark was to keep it simple, while maintaining minimalism and class. In the final version, I made subtle changes to the angle of lettering in the ( H and E ) and injected brand colors.
Official workmark
Official App Logo
After going through different color iterations, I finally arrived at the final high-fidelity prototype.
To explore this product from a business and marketing point of view I built a responsive website for desktop and mobile to advertise its features to potential new users. This exercise not only helped me understand more about designing for web but how to think about product deployment and engaging with the public to increase sales.
Through this build, I learned to control breakpoints for all elements and as well as relaying graphic and image placement for both platforms. Having to expand on all the design decisions I had made in the development of the app up to that point was a learning experience in itself.
I wanted to see how this application could be used in different ways. It was currently limited by users downloading an app to be able to interact and take part to this solution. I want to expand the opportunity to anybody, and make it easy to find and buy an appliance. Providing a online e-commerce desktop experience while still merging all the app features will be the next step for ReHome to adopt.
Design intervention:
Offer a digital solution to help facilitate the experience for user’s buying a used appliance to insure a easy and simple process from Discovery to Install and recycle.
Finds his washer not working and try’s to google why it’s not.
Starts looking at possible solutions. Calls friends and family for advice.
Finds a washer on Facebook that is in her budget and decides to try and buy it.
Plans a time to meet John from Facebook at his house.
Buy’s washer and has friend with a truck come pick it up and help him install it at home
I remove my old washer and load it to be taken to the landfill.
I can’t believe I have to replace this appliance. I don't think I can afford this.
I can’t afford a new one! How can I buy a used one?
I hope this works for me. I have to find a way to go get this washer.
I hope John isn’t a weirdo, and I can just buy it an leave.
I hope my friend can lend a help to transport and install it with me.
I'm glad this is done! This experience sucked!
Discovery
Browse
Find
Meet
Install
Landfill
Jerry Salcido
Wants an easy seamless experience when buying a used appliance.
Explore other user stories and create a new task flow that touches on the E-waste education and expands the seller persona.
Design and build the desktop website to host and sell appliances.
Partner with local appliance refurbishers to build online inventory and consult a marketing specialist to launch a campaign.
Design from data
Everybody gravitates towards spending the least amount of money when replacing expensive home appliances. Used appliances can sometimes be up to 50% cheaper than buying new.
Design with intention
No one likes the traditional way of purchasing used appliances. ReHome allows the users to make a purchase fully online to bypass the awkward and uncomfortable stages.
Approach
Secondary Research
Primary Research
Main Theme + Insight
Redefined Challenge
Persona + Journey Map
User Stories
Core Epic
Task + Task Flow
Sketching
Wire Frames
User Testing
Final Grey Scale Prototype
Visual Identity
Mood Board, Color Palette, And Typography
Brand Name + Wordmark
High Fidelity Prototype
Responsive Marketing Website
Cross Platform
Next Steps
Key Learnings
View Prototype
View Mobile Site
View Prototype
Problem Space
More than 48 million tons of e-waste are produced every year.
Consumers are often not aware how they contribute to e-waste and/or how to help reduce their contribution.
Users do not have many options to help them buy used and properly discard of their appliances, which leads to a huge increase in E-waste contributions yearly
High Level Problem
Problem Space
More than 48 million tons of e-waste are produced every year.
Consumers are often not aware how they contribute to e-waste and/or how to help reduce their contribution.
Secondary Research
Primary Research Interviews
Affinity Mapping
User Experience Mapping
Wireframe Development
UI Research & Development
User Testing
High Fidelity Production & Deployment
Wireframe Development
UI Research & Development
User Testing
High Fidelity Production
Approach
I followed the double diamond design framework during this project
Discover
Define
Ideate
Design
Problem Space
E-waste is the world's fastest growing waste stream in 2022.
More than 48 million tons of e-waste are produced every year.
E-waste is the world's fastest growing waste stream in 2022.
More than 48 million tons of e-waste are produced every year.
Secondary Research
2019
In 2019 Global quantities of e-waste generated are dominated by small equipment, large equipment and temperature exchange equipment.
11.8mt
In 2014 11.8 Million Tons of waste from large equipment( Washing machines, clothes dryers, dishwashers, eclectic stoves, photovoltaic panels, ect.)
60%
60 percent of e-waste comes from home appliances, including everything from washers and dryers to small appliances.
Reduce
Reuse
Repair
Recycle
Exisiting Solutions
Since the world is predicted to produce 75 million metric tonnes of E-Waste by 2030, and
only 17.4% of e-waste is properly collected and recycled. I decided to focus on what the
user does with exisiting home appliances.
To have a truly sustainable impact on the e-waste issue, we must increase our efforts to giving appliances second and third lives.
Hypothesis
I believe, people are more inclined to buy new over used appliances because of the convenience of buying new.
Primary Research
I conducted an array of interviews with multiple users focusing on barriers of entry across my target demographics and synthesized all of my findings.
Interview Data
Motivations
Behaviors
Pain points
Theme
Theme
Theme
I categorized all the raw data by grouping them by pain points, motivations, behaviors. Followed by discovering themes in the interview data. I finished by authoring insight statements for all themes and narrowing down the most relevant insight for our target user.
Main Theme + Insight
People often buy used appliances and are unhappy with the purchasing experience of it.
Users dislike the buying experience
To understand user painpoints and needs
Redefined Challenge
At this stage, I refined my design challenge to reflect the insights I had gathered from my target market.
How might we help users understand the environmental impact of E-waste from single use appliances and encourage them to consider purchasing used instead?
How Might We
Persona + Journey map
To fully synthesize my research findings, I developed a user persona profile and user experience map. These tools helped me keep the target user in front of mind, and weigh my design decisions against the research insights.
Primary User Persona
I wish buying used appliances was easier! Like buying from Lowes.
Primary User Persona
“
“
Jerry Salcido
About
Pain points
Behaviors
Motivations
Age
30
Occupation
Banker
Single
Venice, CA
Some College
50k
Education
Income
Location
Status
Jerry is a young banker living in Venice , CA. He is living with his girlfriend of 3 years and is in charge of all home repairs at home. Since moving in he has replaced many appliances and finds it equally time-consuming, awkward, and exhausting to replace them.
Hates dealing with the workload of buying used appliances
Dislikes meeting up with strangers to purchase.
Dislikes the amount of time spent searching for a replacement.
Has put off a lot of home repairs because of time and workload.
Normally shops of Facebook for used appliances.
Wants to buy new appliances but cant afford to buy them.
Wants an easy seamless experience when buying a used appliance.
Wants to deal with replacing the appliances as least as possible.
Want to save money when replacing an appliance.
Design intervention:
Offer an digital solution to help facilitate the experience for user’s buying a used appliance to insure a easy and simple process from Discovery to Install and recycle.
Finds his washer not working and try’s to google why it’s not.
Starts looking at possible solutions. Calls friends and family for advice.
Finds a washer on Facebook that is in her budget and decides to try and buy it.
Plans a time to meet John from Facebook at his house.
Buy’s washer and has friend with a truck come pick it up and help him install it at home
I remove my old washer and load it to be taken to the landfill.
I can’t believe I have to replace this appliance. I don't think I can afford this.
I can’t afford a new one! How can I buy a used one?
I hope this works for me. I have to find a way to go get this washer.
I hope John isn’t a weirdo, and I can just buy it an leave.
I hope my friend can lend a help to transport and install it with me.
I'm glad this is done! This experience sucked!
Discovery
Browse
Find
Meet
Install
Landfill
Jerry Salcido
Wants an easy seamless experience when buying a used appliance.
Journey Map
User Stories
Core Epic
To guide the ideation process, I created a variety of user stories to gain insight into how a digital solution might help our users. I then grouped stories into common themes ( EPIC ) and selected the main epic that best addresses jerry’s painpoints.
I chose the Core Epic because it aligned the best with the problem space.
Hates dealing with the workload of buying used appliances
Dislikes meeting up with strangers to purchase.
Dislikes the amount of time spent searching for a replacement.
As a appliance shopper I want to browse used appliance listings, So that I can find all available replacements for me.
As a appliance shopper I want to purchase fully online, So that I don't have to worry about awkward interaction.
As a appliance shopper I want to see my savings vs new, So that I can feel good about my purchase.
As a appliance shopper I want to leave feedback on my experience, So that I can insure others can view my rating.
As a appliance shopper I want to leave a rating on my purchase, So I can view peoples experience before buying.
As a appliance shopper I want to create a wishlist, So I can keep track of all appliances that need repairing in my home.
As a appliance shopper I want to have pictures + info on appliances, so that I can visualize my options .
As a appliance shopper I want to have options to warranty, so that I can feel reassurance.
As a appliance shopper I want to personalized video of the unit, so that I can see its a real working product.
As a appliance shopper I want to have recommendations for purchase, so that I can view good options for me.
This epic attempts to convey three aspects of our users painpoints:
Purchase a used appliance
These were authored from the perspective of Jerry Salcido using the following structure:
“As a [user type] I want to [desired action] so that [I benefit]”
Task + Task Flow
Once understanding my core epic, I authored a user task to represent the value proposition under that epic of my product. I then created a task flow to visualize how we can solve Jerry’s painpoints with our digital solution.
Completing a used appliance purchase
Appliance category screen
Task Flow
Task: Completing a used appliance purchase.
Enter zip code + select budget screen?
Appliance landing page
User taps “Dryer”
User taps “Replace appliance”
User enters zip and taps ”$500”
Start
End
End
End
Dryer details screen
Purchase confirmation page
Congratulations screen
Enhanced options page
Select delivery date page
All available dryers in budget screen
Checkout page
Final instructions page
User taps “buy now”
User taps “Next”
User selects + taps “option 3”
User enters + taps “buy”
User taps “done”
User taps “Add”
User taps “next”
Legend
State/
Location
User
Action
System
Decision
Sketching
I used a inspiration board as a guide to start exploratory sketching to start playing with layouts. I then created solution sketches of our screens and flow. Below are the solution sketches that served as the starting point for my first wireframe.
Appliance landing page
Appliance category screen
Enter zip code + select budget screen?
All available dryers in budget screen
Dryer details screen
Enhanced options page
Checkout page
Select delivery date page
Final instructions page
Wire Frames
I brought my sketches to life by building wireframes that started to showcase some of the main features that I wanted to include in this product. Things like a budget filter, a enhanced services page, and the ability to leave feedback on the purchase experience.
User Testing
I conducted two rounds of usability tests with 5 different participants each round. The user feedback tested my assumptions about design components, layouts, spacing, information architecture, and flow.
After each round of testing, I analyzed the outputs by condensing my notes into action points on a prioritization matrix. Overall, I iterated through 3 prototypes and addressed three major issues.
Major Changes
Final Grey Scale Prototype
Many things surfaced on the home screen on the app. Many users were confused about the abbreviations used (e-waste). Other testers gravitated towards using the search bar to find the appliance they desired.
Most of the users felt they didn’t have all the info needed to make a buying decision. Most asked about more information regarding condition, history, and other resources to facilitate decision.
Users were confused with pre-install checklist forcing users to check off duties right after checkout instead of giving ability to view later. Also, users did not have a clear indication of successful checkout or ways to reach support.
After all rounds of iterations I had a grayscale prototype that was backed with extensive user testing, It was time to start building a brand identity through UI and a high fidelity prototype.
Visual Identity
Mood Board, Color Palette, and Typography
I brainstormed a set of keywords that identified my brand’s personality.
Using the keywords, I searched for images to curate a mood board. This became a source of inspiration and guidance for my design process. For example, I used the mood board to extract colors and curate a color palette, as well as establish my typography system.
Futuristic
High-Tech
Cutting Edge
Convenient
Dependable
Detailed
Credible
Aa
Lexend/ Regular
Primary typeface
Brand Name + Wordmark
The brand name ideation was an iterative process in which multiple names were created, we surveyed users to understand what every name evoked. We landed on ReHome. This name was simple, easy to remember and spell, and encompassed my brand objective and emotion.
The main idea of the wordmark was to keep it simple, while maintaining minimalism and class. In the final version, I made subtle changes to the angle of lettering in the ( H and E ) and injected brand colors.
Official workmark
Official App Logo
High Fidelity Prototype
After going through different color iterations, I finally arrived at the final high-fidelity prototype.
Test the Figma prototype from your device
Responsive Marketing Website
To explore this product from a business and marketing point of view I built a responsive website for desktop and mobile to advertise its features to potential new users. This exercise not only helped me understand more about designing for web but how to think about product deployment and engaging with the public to increase sales.
Through this build, I learned to control breakpoints for all elements and as well as relaying graphic and image placement for both platforms.
Having to expand on all the design decisions I had made in the development of the app up to that point was a learning experience in itself.
Cross Platform
I wanted to see how this application could be used in different ways. It was currently limited by users downloading an app to be able to interact and take part to this solution. I want to expand the opportunity to anybody, and make it easy to find and buy an appliance. Providing a online e-commerce desktop experience while still merging all the app features will be the next step for ReHome to adopt.
Value Proposition
Everybody gravitates towards spending the least amount of money when replacing expensive home appliances. Used appliances can sometimes be up 50% cheaper than buying new.
Cost Savings vs buying new
No one lies the traditional way of purchasing used appliances. ReHome allows the users to make a purchase fully online to bypass the awkward and uncomfortable stages.
Full online checkout
Rehome takes care of the most difficult part when replacing a broken appliance. From installing the new unit to removing and disposing of the old broken one.
Install and disposal
Next Steps
Explore other user stories and create a new task flow that touches on the E-waste education and expands the seller persona.
Design and build the desktop website to host and sell appliances.
Partner with local appliance refurbishers to build online inventory and consult a marketing specialist to launch a campaign.
Key Learnings
Everybody gravitates towards spending the least amount of money when replacing expensive home appliances. Used appliances can sometimes be up 50% cheaper than buying new.
Design from data
No one lies the traditional way of purchasing used appliances. ReHome allows the users to make a purchase fully online to bypass the awkward and uncomfortable stages.
Design with intention
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