GoTRG is the leading returns management solution provider in the USA. The company has grown to over 2,500 employees and 15 offices worldwide.
We partnered with GoTRG to help them redesign their internal system and make it more efficient and user-friendly. We had a long-term collaboration providing UX research support at every project phase.
It was challenging and time-consuming for users to navigate the system, which has grown to over 100 pages. As a result, the navigation menu no longer served users’ needs. We conducted moderated card sorting and tree testing to redefine it.
After the internal system and the navigation menu redesign, the perceived ease of use, clarity, and user satisfaction increased by 23%, 21%, and 26%, respectively.
We kicked off our collaboration with remote stakeholder workshops to better understand the current business challenges and goals. As a result of the workshops, we defined research objectives for the product discovery phase.
Our UX researchers conducted a remote contextual inquiry to better understand how users navigate the system and complete their daily tasks. We asked the participants to share their screens while doing their regular day-to-day work. This way, we could observe how people used the system and ask follow-up questions.
It was challenging and time-consuming for users to navigate the system, which has grown to over 100 pages. As a result, the navigation menu no longer served users’ needs.
In collaboration with the GoTRG research team, we conducted moderated card sorting to restructure the navigation menu. Moreover, we’ve also done tree testing to evaluate and refine the new navigation menu.
The research findings from the projects were really helpful for our business decisions. The evidence-based approach helped us break away from many assumptions and deliver products that balance the needs of users, business, and technology. UX researchers were very proactive, responsive, and motivated. Lastly but not least, they managed to adjust to our time zone.
