GoTRG is the leading returns management solution provider established in 2008 in the USA. By now, the company has grown to over 2,500 employees and 15 offices worldwide. We partnered with GoTRG to help them redesign their internal system and make it more efficient and user-friendly. We had a long-term collaboration providing UX research support at every project phase.
We kicked off our collaboration with remote stakeholder workshops to better understand the current business challenges and goals. As a result of the workshops, we defined the following research objectives for the product discovery phase:
Understand how users interact with the system to accomplish their tasks and goals.Identify the pain-points users encounter when interacting with the system.Identify users’ informational and functional needs of the system.
• 2 UX Researchers
• Kick-off workshops
Our UX researcher conducted a remote contextual inquiry to better understand how users navigate the system and complete their daily tasks. We asked the participants to share their screens while doing their regular day-to-day work. This way, we could observe how people used the system and ask follow-up questions.
Valuable research insights revealed what tools the participants used and what they did before and after their usual tasks. The UX research helped identify user needs, redundant activities, and functionalities that could help improve user experience.
• UX Researcher
• UX Research
• Remote contextual inquiry
The insights collected in the product discovery phase helped us narrow down the high-impact features for the redesign. We used the design studio methodology to ideate design solutions with the GoTRG designers, software engineers, and the product owner. In collaboration with GoTRG, we created prototypes for the new system and tested them to improve user experience.
• UX Researcher
• Usability testing
• Design studio methodology
Our user experience research has also revealed that it was challenging and time-consuming for users to navigate the system, which has grown to over 100 pages. As a result, the navigation menu no longer served users’ needs.
In collaboration with the GoTRG research team, we conducted moderated card sorting to restructure the navigation menu. Moreover, we’ve also done tree testing to evaluate and refine the new navigation menu.
After the internal system and the navigation menu redesign, we conducted post-launch research through surveys.
The survey results showed that the redesigned system modules and the navigation menu improved the perceived ease of use, clarity, and user satisfaction by 23%, 21%, and 26%, respectively, when comparing new and baseline data.