I joined BoilerJuice as a UX designer in 2018. BoilerJuice is an independent heating oil supplier located in St. Ives, Cambridgeshire that introduced a new service to clients, the Connected service.
Worked as part of a medium-sized team of product managers, marketing creatives and web developers. I was mainly reporting to the product managers, and occasionally to the managing director.
Introducing a new service and user journeys, making buying heating oil easier by connecting a home as if it was on a mains supply. Redesign old pages and creating new ones for the Connected service on the company’s public website, www.boilerjuice.com and an app.
Organised different meetings and workshops with stakeholders, customer service, product managers, developers initially to gather what was working and what was not and, try to understand the new service, the Connected Service.
During this process used sketches and the Lean Canvas to quickly define the current problems, business goals, value propositions and metrics to try to achieve a market-fit product.
Lean Canvas is a one-page template worksheet created by Ash Maurya that helps the deconstruction of concepts, ideas, problems into key assumptions. It's a good start for researching a system or process. Lean Canvas was reshaped from the Business Model Canvas created by Alex Osterwalder and optimized for Lean Startups.
Meeting managers and product managers, we mapped user goals with diagrams where we broke each goal into subtasks (around 4–8 subtasks).
We also accessed the cognitive load and user mental models from previous users and potential users.
Review of current website and "Buy Now" journey. Evaluated what worked and needed changing to improve accessibility and user journey, with assumptions from my professional point of view.
WHAT COULD BE IMPROVED:
Based on the accessibility checklist created by 18F (digital services agency within the United States Government) and recommended by Gov.uk for information and communications technology (ICT) to be compliant and according to the new 2018 2018 WCAG 2.1 accessibility regulations. They include A, B, C checks.
A - Critical issues that will cause serious problems and/or stop most users of assistive technology from using the site.
Accessibility checks grade B include problems that may cause frustration to certain users such as lack of fieldset (groups a set of elements) and legend (first child of a fieldset tag and provides context for those fields) tags.
Issues that will cause problems or frustration for a small number of users and include language not being set, plugins not being linked and flashing elements that are not compliant.
Understand the average user’s profile based on the current and prospective customer. Prove my & business’ hypotheses.
I've arranged several meetings with the BoilerJuice Customer Service team and managers that had a close relationship with the users. I was trying to understand what influenced their decision of users to get a quote and order heating oil from the BoilerJuice website. 7 out of 10 people interviewed said it’s to do with the fact BoilerJuice compares heating oil suppliers and offers their lowest price, the remaining 3 said it was friendly customer service.
I wanted to quantify the feedback on the current website’s design. At the end of the interviews, I asked the attendees to assess the existing design of the website by completing a questionnaire that uses the System Usability Scale (SUS).
I’ve calculated the score using SUS calculator in Excel using relevant formulas.