Revamping Bunnings' account dashboard to provide customers with the most important information they need, when they need it.

Client

Bunnings
2021

Brief

Revamping the account dashboard to to ensure customers easily access essential features while simultaneously improving usability and accessibility.

Contribution

User  Experience – User Interface
Visual Design – Motion
Accessibility – Micro interactions

Background

01

The approach

Internally, Bunnings' account experience was a wide-reach experience so we needed to bring together different team members from different parts of the business. Working collaboratively with this group, we utilised Google's design sprint framework to align on the path to the right solution. 

How might we

Collaborating in a team environment and framing the challenge as a 'how might we' question set us on the right path. Going through this exercise with Bunnings' internal team, who had not encountered a similar process before, has taught me a lot.

Focusing on highlighting the most desired features identified in research and enhancing overall usability and accessibility, we created a series of crazy 8s as well as detailed solution sketches with the stakeholders.

Testing & refinement

We refined the solutions through in-person user testing sessions with 10 Bunnings customers. The testing revealed a demand for increased personalisation in the dashboard, with a particular emphasis on increasing the hierarchy of preferred stores. This adjustment was important, as stock availability depended on the selected store for each account.

Bringing it all together

The new solution established a strong, mobile-optimised foundation for the growth of Customer Accounts. This proved essential for Bunnings as they expanded nationally.

During the visual design process, our focus extended beyond enhancing usability and accessibility. We also started to shape a fresh visual direction for Bunnings' iconography. Additionally, we introduced purposeful motion elements into the experience, injecting the brand's helpfulness pillar into the digital realm.

Outcome

5%

User feedback surveys showed a decrease to 5% reporting difficulty.

90%

Implemented changes led to a WCAG compliance score of 90% compared to the previous score of 54%

Wishlist and project lists

Wishlist interactions increased to an average of 300 clicks per week.

68%

After the redesign, mobile usage increased to 68% of total access from 30%

Some things I learnt

Collaboration with stakeholders, including Bunnings' internal digital team, was crucial in achieving positive outcomes. Collaborating across disciplines ensured that diverse perspectives contributed to a well-rounded solution.

Involving stakeholders in user testing sessions fostered a shared understanding of user needs and project goals. This collaborative approach ensured alignment between design solutions and business objectives.

Striking a balance between improving usability and injecting a new visual direction can be challenging but never impossible. 

Learning to integrate accessibility testing as a standard part of quality assurance ensured a more accessible product.

Discovering that stock availability depended on the chosen store underscored the importance of understanding operational limitations in the business model, a crucial aspect that played a big role in finding the right solution.