shop now, with Vivint
The challenge was to develop an informative marketing experience with an easy transition to a package building check-out flow, and installation scheduling. Check out the site at shop.vivint.com
client
Vivint
year
2022
my contribution
lead designer
strategy & research
prototyping
user research & testing
systems thinking
product design
the team
project managers x1
program managers x1
product designers x2
engineers x3
discovery
Vivint has a 20 year history of selling security systems door-to-door. Learning about pricing and availability has been a pain point in the past for perspective user’s and Vivint wanted to open that door wide open.
We started with interviewing our internal Sales Leads to understand their process and perspective. Then we worked closely with an external design agency for a month on just research into two core groups:
Current Vivint Customers
Prospective Vivint Customers
Customer users were categorized into three categories, intent, initiation, and familiarity. This helped our team and stakeholders identify who to cater the e-commerce experience for, the ‘Trendsetter DIY’
architecture
The discovery process helped us tailor our experience into developing a site map, wireframes, & initial designs to test for this ‘Trendsetter DIY’ user.
testing
We began 1:1 testing a prototype with prospective customers. We presented a simplified marketing & shop page, with non-editable, prepackaged offers. We catered our questions around two main toggles:
How much product knowledge did they need to feel confident to move forward?
How much customization is an online shopper looking for?
We learned user’s want learning to feel quick and easy, with options to dive deeper into specifics only if necessary. And their hunger for personalization was strong. Users would like pre-built offers with the ability to personalize their offer to relieve any tension around the decision.
delivered designs
We rethought, redesigned, retested, and redesigned again with an experience we were excited to get live feedback. Check out the initial launch below!
Soon after launch we tested and found that many users would like more hand holding in making this large purchase decision. We implemented a questionnaire to guide users to the right package. You can check-out that additional experience live at shop.vivint.com in the section titled “How Can We Help”.
