ProfessionalGraduate school

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.

AllPoints Mobile Site Information Architecture

Date

May 2020

Client

Graduate school coursework

Role

Working on Graduate school project

Task

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


Objectives

Analyze

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

Gain insights

Gain insights based on Information Architecture testing.

Make recommendations

Make recommendations based on Information Architecture testing results.


Persona

Jennifer Johnson
Jennifer Johnson Persona
Josh Pierre Persona
Josh Pierre Persona

Content Inventory

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 Sorting

I created three card sorting using Optimal Workshop. The first one as a closed sort and the last two as a hybrid card sort.

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 Sorting Data

35 Cards

7 Categories

6m40s the median time for the user to complete the task.

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 Sorting Data

36 Cards

8 Categories

4m45s the median time for the user to complete the task.

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.

Card Sorting Data

34 Cards

6 Categories

2m51s the median time for the user to complete the task.


IA Testing 1

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.

80% Direct Success

20% Direct Fail

First Click

Visited First:

80% clicked on Store Finder

20% clicked on Support & Service

Visited During:

80% clicked on Store Finder

20% clicked on Support & Service

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

40% Direct Success

20% Indirect Success

40% Direct Fail

First Click

Visited First:

40% Clicked on Resources

40% clicked on Shop by Equipment

20% clicked on Store Finder

Visited During:

60% clicked on Shop by Equipment

40% Clicked on Resources

20% clicked on Store Finder

Post Survey Question and Answer

Question: Did you have any difficulty?

Answer: Yes, I was a bit unsure about both task actually. The pickup location, I thought there could be multiple places where that one could be. And the first task, for the refrigerator part, it seemed like once I got down to the caster level that just seemed a bit too specific for a page. More like a tag level search.

IA Testing 2

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.

80% Direct Success

20% Direct Fail

First Click

Visited First:

100% clicked on Store Finder

Visited During:

100% clicked on Store Finder

20% clicked on Resources & Support

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.

40% Direct Success

20% Indirect Success

40% Direct Fail

First Click

Visited First:

100% clicked on Shop by Equipment

Visited During:

100% clicked on Shop by Equipment

Post Survey Question and Answer

Question: Did you have any difficulty?

Answer: Took a lot of clicks to get to the product, and setting a pickup location didn’t feel totally clear.


Sitemap

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

  • Top-Level Categories
  • Subcategories
  • Footer
Sitemap
Final Sitemap

Wireframes Primary Tasks 1

Task Scenario – Setup local pickup

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.

Home Page
Navigation - Select Store Finder
Landing Page - Store Finder

Wireframes Primary Tasks 2

Task Scenario – Find reviews for a part

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

Main Navigation
Shop by Equipment
Refrigeration Parts
Walk-In Cooler Parts

Walk-In Cooler Parts - Product listing page
Caster Product Detail-Page
Caster---Product-Detail-Page Review-Section

Wireframe Annotations


Retrospective

  • I learned the process of Information Architecture and that it takes time. 
  • Make sI learned the process of Information Architecture and that it takes time. 
  • Make sure to recruit the right participants.
  • Using familiar words just because it makes sense to me doesn’t mean it will make sense to users.
  • Having straightforward navigation is essential.
  • I wish I had done Chalkmark testing to view different results.

Selected Works