Trustly

User Experience
Interface Design
Figma

Research & Ideation

Watch this video about the concept, problem area, background research, and early ideation behind Trustly.

Iteration

Mockup of a mobile app interface for buying and selling items. The screens include a homepage with categories like furniture, decor, and art, a seller profile, item details, map view with location markers, photo analysis page, listing creation form, and user profile with reviews and listings.

Wireframes

Design principles are annotated in green and Neilsen’s Usability Heuristics are annotated in blue.

Hi-Fidelity Screens

Screenshot of a mobile app interface for browsing and purchasing furniture, art, plants, and other items, including a map view, a shopping list, and a purchase request form.
Screenshots of an online marketplace listing for Beats Solo 3 Headphones, including alternative photo views and a detailed profile page of a user named Sally Smith, with her reviews and listings.

User Testing

Methodology

The methodology for usability evaluation included user testing, through the think-aloud method, post-test interviews, and System-Usability-Survey (SUS) Questionnaires - and heuristic evaluation. The overall objectives for the usability evaluation were: users can easily navigate through the app with no difficulty, users can efficiently find the product they are looking for, users can successfully assess the quality and price of the product, users feel a sense of safety in their experience. 4 participants of varied experiences and skill in using online C2C marketplaces were tested. The participants also had varied ages, socioeconomic backgrounds and technological skill levels. The testing was performed in person. The equipment used was an iPhone for the LOFI prototype, iPad with Microsoft Word’s ‘text-to-speech’ feature enabled to transcribe the tests, the usability test observation form and the Interaction Design Foundation SUS template.

Think Aloud

Outcomes:

  • Bottom menu icons did not communicate where they would take users: “I don’t really know what the star is”

  • Users were unsure of how to set a location and communicate it with the seller: “Wait, am I meant to click it? Or do I just see where I can pick it up from?”

  • Users were unsure of how to add text details to their listings: “How do I add the title?”

Interviews

Outcomes:

  • Bottom menu icons did not communicate where they would take users: “I don’t really know what the star is”

  • Participants weren’t able to rely on the listing photos and needed more text to signify what the items were: “Maybe if it had like titles or something […] that would kind of help.”

  • Participants found it easy to assess the product quality and seller reliability.

  • Participants were confused about how to set pick-up locations: “I just didn’t know how to like actually set the location rather than just look at it.”

System Usability Survey

Outcomes:

The SUS score was 82.5. This was above the goal score and above the average score, however not above excellent (85+).

Heuristic Evaluation

Outcomes:

Out of 6 issues found during testing there were:

  • 2 usability catastrophes

  • 2 major usability problems

  • 1 minor usability problem

  • 1 cosmetic problem

A series of mobile app screenshots demonstrating a user interface for selecting pickup locations and purchasing items. Includes maps, location options, and a photo of headphones with price and description fields.

Further Iteration

Row of black icons including a star, house, location marker, and shopping bag, with outlined versions of the same icons below, and a form field for entering a title. There's also a gray 'Purchase' button and a red-bordered 'Set Pick-Up Location' button.

Final Prototype

Explore the final Trustly prototype!