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Smart Recommendations
Platform
iOS, Android
Role:
Research, Design
The problem
Our customers tended to place multiple orders for the same kind of product week in week out as they completed their own specific types of jobs. This required them to search for each product over and over again when they wanted to purchase through maX.
Issues that this causes:​
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Having to manually search for every item they use
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Items being forgotten from an order
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Wasted time
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Disruption to customers' workflow
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Frustration with the maX platform
Research
Guerilla research
Guerilla research was done in our extensive branch network across 3 business units and 2 states to gain insights from customers in real time, in real life
Automated usability tests using Maze were conducted with customers on our research panel to ensure a smooth experience
Maze testing
Design
To combat the issue of customers not being able to find what they needed, stemming from the disconnect between technical language used on the Reece end and slang terminology used by tradespeople, a solution was proposed that would eliminate the problem by proactively suggesting products as a customer shops.
Next steps would be to expand to other areas such as cart and lists to fill in gaps for customers at other useful times using our model that accurately predicts customer choices at an 80% accuracy rate.
Product Lists
Another solution to this problem came in the form of product lists, helping trade customers of Reece save time and effort by creating saved lists of products that smartly adapts to their work as well as Reece catalog changes.