Dell Tech
Recycle Page

Role — Product Designer

CD — Rob Schipano
Category — Mobile-Web

Enhancing Recycling Experience: Dell Technologies' Commitment Recycling electronics is a vital concern for our users, driven by their eco-conscious values. Social responsibility holds immense importance to them, leading us to revamp our How to Recycle tool. Through extensive user research and iterative testing, we refined potential solutions to tackle pain points. After rigorous short-term testing and user feedback, we've selected the optimal solution to offer a seamless and effective recycling experience.

BACKGROUND

Many people didn’t know Dell offered a recycling program. We needed toconsolidate the experience by bringing third party forms in-house and create net new learn layer page and redesign recycling tool to align with homepage look/feel and modernize functionality.

BUSINESS OBJECTIVES

Usability Assessment

Prior to initiating any further steps, I conducted a preliminary and critical examination of the preceding tool. During this assessment, I made several observations:

Navigation and Integration

- Users often clicked on "Return to Dell," leading them to a third-party form, disrupting the integrated site experience.

- The interface presented multiple vendors instead of a single one, causing confusion.

Desktop View and Labeling

- The tool exhibited malfunctions in desktop view.

- Consistent absence of labeling for the online shipping option.

Visibility of Trade-In Option

The Trade-In option was not prominently displayed, resulting in low visibility.

Traffic Loss Due to Clicks

A significant portion of the traffic from "Return to Dell" and "Online Shipping Label" pages was lost due to excessive clicks.

Engagement Rates

- "Trade-In" and "Return to Dell" options had notably high engagement rates, around 90%.

- The "Donate to Dell Reconnect" option had an engagement rate of approximately 76%.

Category Engagement

- The "PCs and Laptops" category received the highest click count of 7,223, surpassing "Computer Accessories," "Battery," and "Ink and Toner" categories.

Hypotheses Formulation

Based on these findings, hypotheses were formulated to guide future research efforts.

Research

Through a series of surveys and user interviews, we were able to ascertain the following:

Our users lacked awareness regarding the available recycling options.
The available options were not very clear to our users.
Users expressed that the process of reaching the page with recycling information required excessive thinking and steps/clicks.
Incorporating clear and direct CTA/navigational buttons is advisable.
Implementing a feature that allows users to select multiple items for recycling, rather than just one, would enhance the experience.
We observe a significant drop-off of users at the mail-back page, just before reaching the third-party form. The number of clicks required for users to reach their intended destination seems excessive.
The current page structure does not facilitate rapid comprehension of the context for users.

Competitive Research

We evaluated several similar tools, including computer and accessory recycling, and we tried to study other companies' processes for recycling to get inspiration from them.

User Flows

Due to the tool's intended launch in various geographical locations, each with distinct criteria, I found it necessary to design a comprehensive sitemap/flow. This serves the purpose of illustrating the tool's intricate nature to stakeholders. This approach aids in both the strategic allocation of development resources over time and in presenting stakeholders with a clear overview of the diverse decision points and endpoints involved.

Wireframing and Prototyping

Given that the tool was primarily constructed using components from our AEM library, I expedited the process by creating initial wireframes for the user experience. By utilizing Adobe XD, I could incorporate minor interactions to convey our intended approach to the Developers. This phase served as a valuable checkpoint, allowing us to validate the feasibility of our plans and assess the potential technical debt associated with our proposed approach.

User Interface and Production

After undergoing several iterative revisions and undergoing a comprehensive technical review by our IT department, we proceeded to the conclusive design phase. In this stage, we focused on refining the visual elements in alignment with our branding guidelines. To facilitate a smooth development process, we furnished the development team with an interaction design guide, redlines, and a UI kit. This resource proves particularly helpful for addressing novel design components that may not be readily available within the existing library.

The production phase necessitates a substantial amount of time due to the requirement of delivering an extensive range of files, including imagery and icons, across six distinct breakpoints. This meticulous process is undertaken to ensure optimal compatibility and responsiveness across various screen sizes and resolutions for the developer's implementation.

We have cultivated a close collaborative partnership with the developers, thereby ensuring a clear and accurate comprehension of our design intentions. This collaborative synergy guarantees that all intricate details are seamlessly integrated into the final design implementation, fostering a cohesive and precise outcome.