Redesigning Known Source

I was responsible for redesigning the second-hand shopping experience on Known Source, focusing on boosting trust and engagement.

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Designed for Web & Mobile

From November to December 2023

I did research, strategy, design, prototyping & testing

Team of 3 UX Designers and 2 Stakeholders (Co-founders)

Known Source elevates second-hand fashion with a curated dealer network, ensuring quality, diversity, and sustainability through features like 'Buy Better' and 'Renew' for a circular fashion ecosystem.

Known Source streamlines the shopping experience, enhancing efficiency for consumers and sellers alike. Stakeholders wanted us to enhance these functionalities.

We conducted a screener survey with 67 individuals and these were the results

To increase intuitiveness and trust, we decided to redesign the brand selection and dealer storefront pages.

I interviewed 6 individuals who fit Known Source's demographics based on survey findings and stakeholder interviews

to identify previously unknown struggles. The goal was to create a user archetype and add value through design principles.

Meet

Boyang, a serial thrifter

"I want to be able to refine my search in brands to easily identify which brand offers specific clothing categories, minimizing confusion, and see all brands together, so I don’t have to scroll or click too much."

Key tasks:

Find a brand from listing

Filter unwanted results

Reduce scrolling

Meet

Angela, a hesitant thrifter

“I don’t know who is selling what or what ‘dealer’ even means, and the condition of these garments is unclear, making reviews crucial for online shopping.”

Key tasks:

Identify Sellers

Verify Condition

Check Reviews

Verify Legitimacy

Why did we choose the to address these issues?

Because based on our research, these issues were identified as the primary factors contributing to customer drop-off rates on the website.

We A/B tested 2 types of ways to showcase dealers' personality- reviews, their styles, and their name

We A/B tested 3 types of filters to understand which one is the most intuitive to find brands

We conducted Heuristic Evaluation to understand the platform's current usability issues

This detailed evaluation allowed us to pin-point possible problems which led us to formulate a discussion guide for user interviews.

Selected design approaches to solve the problem

These were the major redesigned screens which addresses Boyang and Angela's frustrations and also caters to stakeholders' problems.

I wanted to see if Known Source's competitors were facing the same issues or not

This detailed competitive audit provided us with a lot insight about how others in the industry are solving the problems Known Source currently has.

The elements which improved the experience

Users found the website more intuitive and easy to navigate after this redesign

After design and development of a revamped brand discovery system and enhanced dealer storefront, Known Source experienced a surge in sales.

By streamlining navigation, enhancing user engagement, and reducing brand search times from 1 minute 28 seconds to under 30 seconds, while also improving accessibility, Known Source experienced a significant increase in user satisfaction and interaction.

70 net promoter score

72%

growth in repeat visits

45%

increase in time spent on site

64%

reduction in total task time

30%

rise in sales

By focusing on user-centered design and data-driven insights, Known Source not only elevated the user experience but also aligned with their mission of promoting sustainability in the fashion industry.

*data provided by Known Source stakeholders (co-founders)

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