Roadmap to Excellence
Zebra Pen wanted to revamped its online presence and improve the e-commerce user experience. The goal was to better understand the consumer, modernize the website, and have the website integrate seamlessly with D365 backend. We also recommended the implementation of Product Information Manager (PIM) for centralized content distribution.
The previous Zebra Pen site prioritized shopping but lacked in building brand loyalty and made it difficult for customers to learn more about the brand product lines. This challenge was addressed by creating a dedicated brand section for the new site to enhance consumer loyalty.
To improve the shopping experience, a focus was placed on formalizing all brand line naming conventions for consistency and consolidating brand lines. This effort created a more consistent look to each brand, simplified navigation and facilitated efficient product upselling. The implementation of a Product Information Manager (PIM) centralized all data and provides A+ content for platforms like Amazon and Walmart.
Reviewing the original Zebra Pen web site below, identified issues included clutter, inconsistent page layouts, and a lack of visual interest. On the product shop page, the top navigation section occupied excessive space, causing the "Add To Cart" button to appear below the fold, potentially resulting in a loss of sales. There is inconsistencies on how the brand name is spelled out (SARASA vs Sarasa).
Type: Precision Shopper - Age: 28
Location: Dallas, Texas - Title: Senior Manager
Status: Married, homeowner
Wants: A stylish pen that reflects his identity and makes a statement.
Needs: A fast, straightforward website for seamless purchases.
Desires a swift buying process, unwilling to expend unnecessary time. Seeks a durable, refillable product of high quality.
Type: Informed Explorer - Age: 22
Location: Phoenix, Arizona - Title: Artist
Status: Single, Renting
Wants: Innovative tools that enhance her artistic skills.
Needs: Affordable markers, pens, and pencils for ongoing artistic endeavors.
To ensure optimal buying choices and avoid unnecessary expenses. Seeking a site with ample details for informed decision-making.
Examining other pen brands in the industry, only a handful genuinely prioritize customer loyalty and thorough pen brand research. Although every competitor boasts a more contemporary website than Zebra Pen, only Sharpie and Pentel do a better job at delineating products to empower consumers with information. These brands served as a source of inspiration during the creation of the Zebra Pen website.
To accommodate the new brand section, a comprehensive overhaul of the Information Architecture was necessary. This involved mapping out new connections, identifying existing and new content, and streamlining brand relationships. Collaborating with the client, we established a consistent naming convention for all products. Below, you'll find the previous Information Architecture followed by the updated version. This restructuring ensures a more defined next step in creating wireframes and refining the consumer journey.
Wireframes were developed using insights from consumer research, providing an understanding of their preferences. Users desired a website section for learning about products and comparing Zebra Pen offerings against competitors. Some sought products by brand or category (e.g., Pens, Markers). All paths lead to an enhanced shopping experience on the purchase page.
There are two types of consumers that require two separate journey maps (the Informed Explorer and the Precision Shopper) the ultimate goal is converting each to a sale but both will have much different journeys. It is import that both types of consumers get the content that they need throughout their journey.
In this consumer journey, precision reigns, ensuring a seamless path to purchase. Additional shortcuts exist to further streamline the buying process.
The consumer's journey may lengthen due to detailed brand research. On the brand page, popup images, videos, and activities emerge, ultimately guiding consumer towards shopping.
Initial wireframes positioned highlighted products at the page's top. Through design iterations and consumer insights, we improved access to products higher up, reducing friction for the "Precision Shopper."
Constructing the website from the wireframe allowed for creative enhancements and emphasized product highlights. Users no longer guess about a brand's offerings. Product brand pages instantly showcase key features with easy exploration of images and videos. A standardized shopping experience, with optional features and "Add To Cart" placed higher, was implemented. Cross-selling and upselling enhance value and boost conversion.
Our research indicated smartphones dominated web traffic, yet consumers often completed orders on desktops. Recognizing this, we ensured both mobile and desktop versions offered a consistent user experience for consumer convenience. Additionally, we incorporated a favorite feature, allowing consumers to resume where they left off in their journey.
After a thorough analysis of the old Zebra Pen website and gathering research data from existing consumers, we identified key pain points. This deeper consumer understanding allowed us to streamline access to essential information. Efforts were made to ensure the mobile site closely resembled its desktop counterpart, enabling a seamless transition between devices. Ongoing development, guided by analytics and heatmaps, ensures an optimal user experience. Additionally, an AI 3D chatbot was introduced for entertainment and to address consumer inquiries about Zebra Pen products (Ask Zen).
