Nordstrom: Language Update

Changed the wording of two key components of the tool and included a tool tip for definitions

WORK DONE

Microcopy, tool tip, naming update

MAKE OF THE TEAM

Content Designer, UX Designer, Product Manager, UX Researcher

01
About Closeouts

• In retail, closeouts is when vendors offer the store their overstock for a discount. Our buyers have a limited amount of time (typically 24 hours) to go over these offers and need to decide which offers to accept or reject quickly.

• With their old system (Excel spreadsheets), this timeline meant that a lot of opportunities were being missed.

• Our newly designed tool is meant to help expedite this process so that our buyers don’t miss out any good deals. This new tool is part of a bigger platform called Retail Hub that is currently being built.

Before

After

02 What is Item Matching?

• If a user uploads an offer and one of the items in the offer already exists in the system, they have the opportunity to match and update the existing item with one of the duplicate’s unique aspects, such as color, VPN number, or class. The engineers had labeled these as details in the experience.

• Users can also view the item’s different types of information such as selling history, inventory history, and MSRP. The engineers labeled these data points as analytics in the experience.

03 Changing up “Analytics”

• When I first came onto this project, I thought the word analytics was inaccurate. To me, analytics had more of a marketing feel to it and described something more like pie charts and data organization.

• While designing the experience, I spent a lot of time with subject matter experts (SMES) who would actually be using this tool. When showing this particular experience, they agreed that analytics wasn’t technically accurate, and they wouldn’t know how to go forward in the process.

04 The First Iteration

• In my first iteration, i changed analytics to item data because I thought it better defined what the buyers were trying to access as these data points were more likely to be used a reference points.

• Another concern that came in a research session was that SMEs were afraid that they might forget which attributes were considered item details and item data. So, I included a quick guide of how each action worked.

05 Back to the Drawing Board

• In another research session, the SMEs agreed that they loved the addition of the tool tip, but thought that item details and item data sounded too similar.

• I went back to the drawing board and tried switching out the phrase item details to item info which the SMEs liked.

06 Conclusion

The product manager expressed some concern that item info and item data may still be too confusing, but as of launch, users were finishing the process without any complaints. But if any concerns arose, I was open to revisiting the wording again.