Design Portfolio & Resume

Flow


FLOW

Customer Goal

Find one or more products on Amazon using their phone without typing a search query.

Role

Lead Designer

Key Deliverables

  • Sketches
  • Wireframe concepts
  • UX specification
  • Contributing to research design documents
  • Final visuals (assets)
  • Finding and logging implementation bugs
  • Ideation for the future

Process (Not Linear)

Dust off any related work I did in the past, including sketches and wireframes. In this case, the initial direction from the business was to extend barcode scanning to include product recognition, so my early concepts still contained a semblance to that, maintaining at least the horizontal red line. However, that ended up being shelved half-way through design and development. Months later it was taken off the shelf, this time for quick implementation into the iPhone shopping application (I’d designed the Android experience with iOS and Windows Phone in mind).

Talk to other teams, designers and researchers to find any existing, related data, especially user research.

Work with the product manager to understand and help define the (updated) product requirements and use cases. We could do something new, but did not have much time to experiment. Also worked closely with the lead developer to understand what the technology could or could not do. In collaborating, the three of us learned a lot about the constraints and generated ideas together around many of them.

Connect with the research team to line up at least one study (we’d run a couple when designing for the Android app). Fortunately, we were able to get more than just one. I worked with the researcher to define the tasks, come up with ideas for testing in the lab, and leading discussion in the observation room.

Move from wireframes into comps and visual design to help stakeholders, the product manager and development teams know what they’re working toward, plus arm them with assets – rough at first – to iteratively get to the final product.

Actively work with the lead developer every day on refining the interactions and motion design as well as identifying bugs and helping resolve them.

Final Product

Amazon’s Flow feature for the iPhone shopping application was released in early February, 2014. It was featured in numerous online publications, including Wired, The Verge, Fast Company, The Wall Street Journal and many more. My favorite quote, possibly of all time regarding anything I’ve designed, is from Fast Company, which said “The experience feels like sorcery.”

Outcome

Increased usage of feature over “Snap It”, which it replaced. Increased conversion.

Lessons Learned

  • It’s more important to solve the simple use case(s) first and then layer more complexity – if needed – possibly over time, rather than trying to solve everything
  • Micro-interactions are important, but for some features they can make or break it
  • Extending the barcode experience, or even leveraging anything resembling an experience in the market, still may not be the right metaphor for the customers
  • You can never seem to have enough user research and data (ok, I already knew this one)

Additional Context

A separate team within Amazon, called A9, creates and owns the visual recognition technology. I worked with them in late 2010 when I designed Amazon’s barcode scanning experience within the iPhone, Android and eventually Windows Phone applications. In late 2011 that team released a stand-alone app called “Flow”. It had some interesting ideas about product recognition, got mentioned online, and allowed Amazon to start collecting data.

Fast forward to early 2013. Given my experience designing the barcode scanner in late 2010, I was asked to design the new continuous scan feature for the shopping apps, starting with Android. Some of the problems with that app experience were:

  • Recognized objects floated on screen and occluded the view making it hard to scan multiple objects in a row
  • The history used tiny thumbnail images that were hard to recognize and understand
  • Recognition was triggered repeatedly for the same object leading to a feeling of not being in control
  • Recognition continued to occur in the background when the user may be focused on the item that was recognized, again leading to a feeling of not being in control
  • The scanning interface was filled with frenetic, blinking dots

I did not believe the existing Flow experience was the best for Amazon’s customers, so I set out to redesign it.