Jennie Nguyen

Great point on the difference between snackable and digestable content.

Hi Jennie!
You are definitely correct that ‘fast fashion’ lacks quality…. And it keeps getting worse.
But I have to wonder if customers really care?
Fast fashion allows customers to purchase trendy pieces to add to their wardrobe at a low cost. This is a great value proposition for trend followers- because when it is time to move on, they haven’t made a large investment.

These companies are driving down costs because that is what the customer wants. Before making any quality changes, companies need to make sure that their initiatives are in line with this customer value.

Both Jennie and Lauren bring up good points. Fast fashion is a big trend now for people who want to buy something cheap that is fashion forward. The customers who search out these pieces do so because they can buy more and not as concerned about the quality. The questions remains if this is a sustainable model of business. For years companies like the gap, abercrombie, and banana republic dominated the fashion industry. Now the trends have moved away from these sorts of companies towards fast fashion but in 20 years will people still want this kind of clothes?

Wow Jennie I’m so glad you analyzed this. I’ve been looking into getting a Fitbit and have been having trouble deciding just which one to get. The having to open up the program in order to get stats is definitely a draw back, especially if you are a very active person and were trying to use while running. It could be a big hassle to try and run while opening the app. It kind of makes you wonder why the option is even available where you have to go in and open it versus having everything readily available to the user.

Very nice breakdown, Jennie! I’m sitting here sipping my iced coffee from Starbucks as I’m reading this post. I always use the app for my purchases, but haven’t had the guts to use the mobile ordering function yet. I think you’re spot on. They have a big issue with the process. It sounds great, but there is a lot of uncertainty about how it will all play out. In my humble opinion, they need to do a better job of educating all parties. If they want to move more orders through this system (which makes sense as it should reduce wait times) shouldn’t barista’s be educating non-mobile order customers who use the app to pay? If I knew exactly how to pick up my beverage and had some sort of guarantee that it wouldn’t be sitting on the counter for 10 minutes, with the ice melting, I’d be much more confident using the system.

@kimberly-johnson I concur with your point in addressing all parties involved. Those who are non-mobile paying have a disadvantage during peak times (usually when I visit). I wonder how the Starbucks HQ is using KPI’s to measure the effectiveness of the new launch. If they are limiting themselves to sales alone and do not experience/examine the process on-site, then they could be facing strong feedback from everyone ifrom baristas, mobile paying customers, and non-paying customers to store managers and district managers, until it reaches Starbucks HQ.

Great post, @jennie-nguyen! I recently downloaded the latest Dunkin Donuts App which now offers “On-The-Go” ordering from their entire menu (availability varies by store location). So, you choose the location, the items, it applies your DDPerks coupons where applicable and allows you to pay using the app as well. The idea is the same as Starbucks that it allows you to skip the line and grab your items and go upon entering the store. I haven’t used it yet, but will do so and report back as to whether there are any differences in the confirmation process and pick-up that offers a better user experience than that of Starbucks. I’m guessing it will not…as it is most likely modeled directly off of the Starbucks’ ordering via the app model. I did find an interesting article about how Dunkin partnered with DoorDash to offer a limited number of items available for delivery in 45 minutes or less in test markets. I think this is a great idea as by the time a lot of people order via the app and walk or drive to the store to pick up said items, they could be hand-delivered to their office! This would be a great way for Dunkin to differentiate themselves moving forward!

Great post @Jennie-Nguyen! I also used a Fly On The Wall approach in my previous post to evaluating the user experience on Amazon. One of the comments on that post pointed out the sample biases that could emerge from observing a single subject, so this post serves as a nice complement to my analysis. Fly on the Wall likely is a good starting point, with Generative Design or Field Studies used to evaluate whether Fly on the Wall observations are outliers or opportunities for improvement. In all three, observation could affect behavior, but across all three there’s a better chance of getting a “pure” read.

For my assignment I analyzed making a purchase on a mobile device from DSW.com. While I definitely agree with your research methods I think that Contextual Inquiry should be added to your list. By conducting this, the user goes about their process while speaking to an interviewing explaining their experience. This can lend its self to frustrations or poor user experience in front of the interviewer’s eyes. The interviewer can ask why they did or did not complete a task in some order, what the user is emotionally feelings, and will just get an overall sense of the experience without the side effects of recall.