Size Guide Management Internal Tool Redesign

BACKGROUND

As a part of the Digital Product Content team at Gucci, I was tasked with rethinking and redesigning the size guide management experience within the Gucci Hybris platform to ultimately improve the set up process and QA workflow.  

I redesigned the functionality of the company's internal platform interface to improve configuration efficiency and designed a visual reporting tool that would streamline the quality assurance process once configuration was completed. I was the only product owner on this project and I worked closely with developers for implementation. 

GOAL:

Improve the current internal tool used for managing and configuring the Gucci e-commerce size guides to ultimately minimize the number of wrong or missing size guides on the frontend website.

Constraints: Hybris platform capabilities & short timeline

Scope: 2 months

Role: UX & Product Owner

 



PROBLEM STATEMENT:

How can the size guide management experience be improved for our internal users?

Gucci has thousands of products across multiple regional websites that each have their own tailored size guides. The original size guide management tool was an out-of-the-box feature of the Hybris platform. It was not intuitive nor built with our business needs in mind. It would take hours to set up all the size guides for each new collection launch, with many times complaints coming from clients that the wrong size guide was showing or no size guide was showing at all. The only way to check and ensure which size guides were being displayed on the website for each product was to manually click into each PDP one by one (for 8 different websites).

 

RESEARCH OVERVIEW:

Research Goal: Design a solution that addresses the needs and pain points of internal users & minimizes wrong customer-facing information 

SUB-GOALS:

  1. Identify common size guide management actions performed by users (create, upload, sync, troubleshoot)

  2. Understand size guide configuration logic and Hybris capabilities

  3. Analyze non-Gucci software size guide management process vs. Gucci software management process

 

To accomplish my research goals within the scope of three weeks, I chose to perform the following research activities:

  • Guerrilla User Testing:

    • Conducted guerrilla studies on a small subset of participants to surface insights about their behavior and tool usage. I created a list of main topics to keep consistency across tests. I had the participants go through their process of configuring a size guide and talk through their thinking process. I took notes and grouped them into general themes.

  • Internal Jira Ticket Analysis:

    • Identified and analyzed tickets that highlighted problem spaces and potential features to explore.

  • Comparative Analysis:

    • Analyzed 2 other size guide management platforms.

Research Findings

The size guide functionality works in two stages. In the backend, the user will create a size guide and associate it to one of a number of parameters (i.e. product category, department, sub department, region). On the frontend, the customer views a product and based on the attributes of the product, the most appropriate size guide will be retrieved.

 

I uncovered 2 main pain points users experienced throughout their workflow:

1. Setting up size guides for individual styles must be done one by one, 8 times for each website which can take hours.

2. Troubleshooting and QA is confusing and extremely inefficient

 

The most common bugs being raised were because the appropriate size guide being displayed on the website was not always the correct one for that product. The logic that determined the association needed to change. It would also be helpful for the user to be able to extract a report showing the size guides associated to certain products.

 

MAIN INSIGHTS

1. Need for the ability to assign multiple attributes to a size guide, not just one attribute per size guide

2. Mismatch between frontend website and backend set up

3. Need QA support via a reporting tool

4. Syncing through changes is time-consuming and unnecessary

Since it was not possible to associate more than one value per attribute, size guides had to be configured multiple times for each value. For example, here is the women's dresses size guide configuration for the US website in progress. The same action needed to be performed 7 more times for all the other regions.

Though the configuration seemed straightforward, because of the Hybris logic for reading the configurations, oftentimes the size guide a user assigned to a product either did not appear on the website or it displayed the wrong one. Troubleshooting was a multi-step process, part of which required sifting through individual mappings, of which there were hundreds.

 

Brainstorming & Concept Testing

I took my research findings and started developing concepts around what the new management experience could be. I worked with the developers to understand the Hybris logic in order to decide what was feasible based on the timing constraint and user requirements.

Together, with the developers and site administrators, I explored different directions and synthesized my sketches and ideas into 2 main concepts. We tested these concepts with the internal users at Gucci through open-ended interviewing.  

Final Design & Results

The final design is a much more streamlined management tool with a supporting on-screen visual reporting tool. The configuration process is capable of accepting multiple attributes at a time, and with the removal of a syncing requirement, greatly reduced time spent setting up new configurations. Prior to improving the tool, it took roughly 45 minutes to associate 20 products to a size guide. The new tool reduced the time to associate 20 products to 2 minutes.

The mismatch between what was set up in the backend and the size guide that was displayed on the frontend was minimized by the new simplified logic of the configuration mapping. This also benefitted the user by creating a much more intuitive way to audit.

Auditing and troubleshooting would take additional time, and included opening each PDP on the website, clicking to open the size guide, and then assessing in the backend why it was either wrong or missing (for 8 websites!).

The new reporting tool integrates all the relevant information needed to troubleshoot, allowing for a much more streamlined and intuitive auditing process. 

Now, multiple attributes can be associated to a size guide. Troubleshooting is also greatly simplified because all of the attributes (regions, product, categories, departments) are contained within one configuration for each different size guide.

With the new reporting tool, users can view multiple products at once and view the size guides that are showing on the frontend directly within the tool, even before products go live.

A pop-up overlay appears within the tool showing the actual size guide that is displayed on the website.