Problem Statement
Access to clean drinking water is a critical concern in the United States, with many facing challenges in obtaining water promptly and efficiently. Existing water delivery services often lack a streamlined and user-friendly approach, exacerbating the issue and causing delays in access to a basic necessity.
Proposed Solution
The proposed solution is to introduce a water delivery app specifically tailored to address the problem of obtaining clean drinking water in the U.S. The app's key feature is its instant activation through a QR code label affixed to water containers. This innovative approach aims to simplify the process, ensuring that users can access clean drinking water quickly and effortlessly.
How does the proposed idea work?
Research purpose
The U.S. market is the largest bottled water consumer market. In 2022, U.S. bottled water sales volume amounted to approximately 15.9 billion gallons - the highest volume of bottled water ever sold in the United States. Dec 18, 2023
Switching to a water delivery for the best naturally-filtered drinking water can be a great way to reduce costs, get better-tasting water, and reduce the amount of single-use plastic you use.
Existing water delivery services often lack a streamlined and user-friendly approach, exacerbating the issue and causing delays in access to a basic necessity.
Research Findings
Our research uncovered a notable reluctance among individuals in the US to install new apps for service opt-ins.
The preference for quick and seamless interactions led us to prioritize QR code technology.
Informal surveys and interviews were conducted to better understand the existing challenges in water delivery services.
The findings revealed that current services lack a streamlined approach, impacting the overall user experience.
Based on the insights gathered, it became evident that there is a significant opportunity to enhance the user experience by adopting QR code technology.
Opportunity
The opportunity lies in creating a water delivery app that not only caters to the essential need for clean drinking water but also addresses the inefficiencies prevalent in the current delivery services.
Since the delivery process of water tins right now does not allow the user to return the old or empty tin to the delivery person. By offering a more user-centric and technologically advanced solution, the app has the potential to revolutionize the way Americans access and consume water.
Target Users
Prioritising individuals with family obligations and with demanding solo lifestyles, focusing on their need for efficiency and ease
Adults that range from young professionals to seniors, each with unique lifestyle demands.
Special attention is given to older users, ensuring comfort and minimal physical strain in their interactions.
User Persona
Primary User - Deepthi
Primary User - Margaret
Primary User - Michael
How is this different from other water delivery Services ?
Problem with the existing auto-pay feature on Walmart?
I have reached out to users with Walmart Plus subscriptions who have never used autopay, to conduct a usability study on the existing autopay feature at Walmart.
1. Relationship between Search & Filter
Problem - When searched here for a gallon water auto delivery - it displayed a list of items, but when the users selected one, the button for subscribe to auto delivery was disabled with the message “This item cannot be shipped to this address”
Observation - Many Participants stopped scrolling down and were confused as to why the button to subscribe to auto-pay was disabled when it claims to be eligible for the autopay feature on the search result page.
A few participants were even more confused when they scrolled down and found out that, the item was available for the same delivery with the Walmart Plus but since shipping was out of stock it was not available for auto-delivery.
Some participants did go back to check on other products that claim to have auto delivery, but the second time they found out it was not available for their location, they quit.
Only a very few participants scrolled down patiently to look for other products that are available for auto pay to their location and subscribed for it.
Solution - Update the filter API to only list out the results that are available for auto-delivery
2. Lack of clarity
Problem - After opting for auto-delivery service, and checking on the same item, it again showed the same message to subscribe to auto-delivery.
Observation - While the participants have already opted for the auto-delivery service, they were confused as to why it is still asking to subscribe again.
Solution - Change the radio button's label for subscription and disable it, so that the user understands they have already opted for a subscription service for that particular item.
3. Flexibility
Problem - current user flow: Open app - scroll purchase history - view details - Cancel Subscription - Confirm
Observation - One of the participants, I have performed the usability study has his account shared by 3 people, so the list of the purchase history is long and he seems to be tired of scrolling down and finding his recurring order.
Solution - Besides purchase History, add an additional section for recurring orders on the user account page or allow users to manage future orders of an item on the item details page.
proposed user flow: Open app - search item - Subscription details - Cancel Subscription - Confirm
Sketching
User Flow Improvement
Medium Fidelity Wireframes
Usability Testing
Think- aloud cognitive walkthrough
Imagine you are the user who opted for recurring water delievry at walmart
Task 1 : Can you check when is your next order scheduled
Task 2 : Can you please try to pause your upcoming delivery
Task 3 : Can you please try to add an other water tin to your upcoming order
Task 4 : Can you now reschedule your next order
Task 5 : Can you change the delivery location of your upcoming order
Insights
This details icon is confusing I did not expect clicking on this could lead me to my next step.
It only shows the one upcoming order what if I want to pause next 2 orders, should I come back again to pause after this gets delivered?
I frequently move between my sister’s house and mine, am very happy that I can also change the delivery location of my upcoming order !!
Here I have only one item, incase I have other items, will clicking on pause orders only pauses this one or all?
Final Designs
Validation
Improvements
Working on creating a storyboard video to demonstrate how the app works and how it simplifies the user's tasks.
To update the Hi -Fi wireframes according to walmarts’s design System
Since my focus in the current designs was solely on the user flow of recurring water delivery, I now also plan to enhance the appearance of the overlay for multiple recurring orders.
