WindowFix is a construction company in Brooklyn and their website needed a redesign to generate new sales leads. I consulted for them on the UX research, conducting interviews, IA, content strategy, developing wireframes, prototypes and helping to build the new website.
12 users. Ages 26-60. 3 Women / 9 Men
Primary audience: Homeowners
Top information: Product types, Services, and Completed Work
Customer Service is the most important aspect
Need for immediate conversation with a professional - online chat mentioned
“Request Quote” at homepage was early in the process and too direct
On-site reviews are important, as are those on 3rd Party websites
WindowFix's location and physical storefront gave credibility
Research habits: friends' referrals and research on Google and 3rd party review websites
"Homeowners need a home installation company that is reliable and provides great service because he wants to solve the house issue quickly and with great aesthetic"
How might we help homeowners to get a reliable and great quality home installation service?
We believe that by giving users more information about WindowFix previous work, reviews and easy access to customer service, WindowFix will help homeowners to trust more the installation service. We will know this to be true when the number of new leads via email, calls or quotes request on the website increases compared to the previous website design.
User Journey 1: Request a Quote
User Journey 2: Product Details
Website flow was clear and users wanted to explore products, services and previous work. Users didn't understand what WindowFix does and the Request Quote at the homepage was too upfront. Recommendations:
Add call and chat features (very accessible)
Separate Products and Services into 2 pages
Expose products and services at the homepage
Remove "Request Quote" process
Make clear that people can scroll homepage for more content
Change value propositions to partner brand logos on homepage. Value propositions didn't demonstrate enough credibility. Some brands that WindowFix carry were mentioned by users
Keep Reviews only on product pages (remove press page)