AllPoints Mobile Site Information Architecture

Overview

AllPoints is the replacement parts provider that offers everything a service tech could need. AllPoints carries replacement parts for the foodservice industry. Their specialty is Non-OEM (Non-Original Equipment Manufactured), but they will also sell OEM (Original Equipment Manufacturer) parts. 

AllPoints has the largest network of distribution centers.

Users often complain about the website and that they would instead use the competition website even if it means paying more.

Date

May 2020

Client

Graduate school coursework

Role

Working on Graduate school project

Task

User research, Persona, Wireframes, Sitemap, and Usability Testing

Analyze the AllPoints mobile website by structuring the navigation and content.

Gain insights based on Information Architecture testing.

Make recommendations based on Information Architecture testing results.

For this project, I will be focusing on a more structured interface for all users and not just service tech. The content inventory brought up a lot of issues that are listed below:

• Category names that an average user wouldn’t understand.
• The website has no easy way for the users to know that they can order online and pick up their orders at a nearby location.
• There not much information about the company.
• Some of the links are going to an external website.

Card Sort 1 – Closed

Participants: 5 out of 5 Completed the card sorting with no abandonment.

Testing Tool: Used OptimalSort by Optimal Workshop for all card sorting.

Findings:

• Users got confused because of how I named the categories. For example, users thought the category Store meant it was for shopping instead of Store location. 
• A lot of users confused Resources with Customer Service showing that these categories labels are too similar.
• User had cards that should be in Shop by Equipments under resources.

Card Sort 2 – Hybrid

Participants: 7 out of 10 Completed the card sorting with 3 abandoned.

Testing Tool: Used OptimalSort by Optimal Workshop for all card sorting.

Changes from Card Sort 1: 

• I changed the category name Customer Service to Support & Services.
• I changed the category name Store to My Store.
• I changed the card name Credit to Credit Service.
• All the cards under Shop by Equipments now have the word Parts at the end.

Positive Findings: 

• 79% of users agreed on the Deals category
• 86% of users agreed on the Account category

Negative Findings: 

• Changing the category name from Customer Service to Support & Services did not work. 31% of users did not agree with the category. 
• Changing category name Store to My Store was still confusing, and associate the category to shopping instead of location.

Card Sort 3 – Hybrid

Participants: 4 out of 6 Completed the card sorting with 2 abandoned.

Testing Tool: Used OptimalSort by Optimal Workshop for all card sorting.

Changes from Card Sort 2: 

• I combined the two categories Customer Service and Support & Services into one category, “Resources & Support.”
• I removed the category My Store and changed the name to “Store Finder.” It is now has no subcategories.
• Decrease categories from 8 to 6.

Positive Findings: 

• 91% of users agreed on the Shop by Equipment category.
• Combining Customer Service and Support & Services into one category, “Resources & Support” increased the agreement number from 34% to 53%.

Negative Findings: 

• Deals and About us agreement was below 60%. In the other card sorts, those were my highest agreement categories.

Task 1 Question:

You would like to set up a pickup location. How would you go about that?

Key task flow: Home > Store Finder
Negative Finding: Users associate the Shipping card as a of subcategory for pickup location.

First Click

Task 2 Question:

You wanted to purchase a new Caster 4″ Swivel with Brake for the Walk-In Cooler Refrigerator but wanted to read reviews before buying the product. How would you go about that?

Changes from Testing 1:  I went one more level for the subcategory. So the user is now selecting the actual part.
Key task flow: Homepage > Shop by Equipment > Refrigeration Parts > Walk-In Cooler Parts > Casters & Wheels > Caster, 4”, Swivel, with Brake, Plate

First Click

Task 1 Question:

You would like to set up a pickup location. How would you go about that?

Key task flow: Homepage > Store Finder
Negative Finding: Users associate the Shipping card as a of subcategory for pickup location.

First Click

Task 2 Question:

You wanted to purchase a new Caster 4″ Swivel with Brake for the Walk-In Cooler Refrigerator but wanted to read reviews before buying the product. How would you go about that?

Key task flow: Homepage > Shop by Equipment > Refrigeration Parts > Walk-In Cooler Parts > Casters & Wheels
Negative Finding: I need to be more specific about the item name and go one more level.

First Click

I created three site maps one for every card sort. The sitemap includes three levels:

• Top-Level Categories
• Subcategories
• Footer

Jenny is always on the go and is always looking to order parts online and pick it up as soon as she can so she can finish the job.

Josh, who wanted to purchase a gasket for the refrigerator but wanted to read other reviews before purchasing the product.