A time conscious project plan was essential for this particular project as the solution was to support the business during the recent pandemic.

Competitor analysis allowed us to gain a better understanding of the market saturation highlighted the most prominent pain points for customers who use similar services online.

The data was synthesized and certain metrics were defined, including the opportunities, objectives, measures of success and customer motivations and needs.

Personas were created from research collected when reviewing similar services and analysing the most common issues customers face. They were used to help uncover the different ways user's interact with competitor websites so we could focus our efforts on improving the experience for the real people and use cases.

In order to create a shared understanding of the user needs and to aid in the decision making process througout the project, it was important to articulate what we knew about the certain types of users into empathy maps.

After analysing the empathy maps and documenting different patterns throughout, we were able to establish priorities in the user needs. This enabled us to create a set of definitive user needs statements which we could then use and refer to at the ideate phase and throughout the entire project.

Business goals were established by certain research and analysis techniques, including interviewing key stakeholders.These were aligned with the user needs through a definitive process.

A major concern for James when ordering chemical protectants that may alter the condition of his designer items is the guarantee that his bags/shoes won't be damaged after application. This specific user need was evidenced by the majority of 1 star reviews form competitor sites describing how their items were falsely repaired which resulted in a lack of trust between the company and consumer.

To build trust with James, The design should feature a clean, professional and almost clinical aesthetic. As well as clear and concise banners that highlight the various features and qualities of the products sold.

A mood board was created to help kickstart our more specific aesthetic goals. Helping massively to influence the decided colour pallette, typography and overall look and feel of the site.

The design system allowed us to produce reusable design elements to reduce time when producing final mockups. They are also useful it assisting any future designers who might want to develop the site further.