Balancing the needs of the business and customer on Staples.com ...

As search is the single most utilized feature on the site, the results page is a crucial part of the experience. The new design launched in 2015 and by early 2016, a multitude of minor updates had been implemented to the results page without a cohesive roadmap.  Additionally, the team had collected a significant backlog of feature requests.

The product manager and I discussed the various requests and together decided the best step moving forward was to conduct a baseline usability test. This would allow us to review the current experience and help prioritize the feature requests against customer's current pain points.

The test informed us that our search was working for customers but could be improved in various areas. Combining the testing feedback against the existing feature requests, we developed a UX roadmap to address all of the prioritized items.  For example:

Filter enhancements

Improving the filter experience