Enhancing Wayfair's Mobile Shopping Experience: A User-Centered Usability Testing Case Study

Overview

TIMELINE

September – October 2025 (5 weeks)

MY ROLE

Note-taker

Usability test moderator

Categories

Usability Testing, UX Research, Mobile App, E-commerce

Introduction

This case study presents the usability testing conducted on the Wayfair mobile app, aiming to identify usability challenges and provide actionable insights to enhance the user experience.

Objective

To evaluate the usability of the Wayfair mobile app, focusing on three key tasks

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Creating an Account

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Changing the Payment Method

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Purchasing an Item

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Problem Statement

While the Wayfair app offers a wide range of products and functionalities, users face challenges with navigation, task completion, and workflow clarity.

These pain points reduce overall satisfaction and hinder task success, necessitating usability testing to uncover and resolve these issues.

Methodology

Approach

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Think-Aloud Protocol

Participants verbalized their thoughts while completing tasks.

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Session Observations

Conducted remote and in-person testing sessions, recorded for later analysis.

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