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Before we begin evaluating the original website, we need to establish a scenario, or a story that represents a common customer experience. Now this is an important technique in user research, because we need to understand how people are actually going to interact. What are they going to be looking for on the site? And this guides us through our evaluation. It also helps inform our design decisions. We know that the original site was not working well, so we identified a common customer scenario to help us evaluate the experience, identify what the problems were, and to recommend some solutions.
Hansel and Petal is an online flower shop, so customers are going to be looking for flower arrangements and bouquets. In this case, our target customer is going to be a husband who is seeking two bouquets. He's looking for one for his mother for Mother's Day and one for his wife for Mother's Day. He arrives at the Home page, he's going to view some arrangements and mixed arrangements. He's going to identify a product that he wants to purchase. Such as a rose bouquet for his mother. He's going to seek information about how to care for flowers, on the site. To try and figure out which flowers are going to be best for him to purchase, he's actually going to customize a bouquet for his wife. He'll review the selections that he has made and then finally he'll make his purchase.
So this customer scenario is going to be used for us to evaluate the web site, and then we'll be able to compare the original site and the improve site to see how much better the interaction design is.
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