TK Maxx – Bulky deliveries

Non-standard items are defined as oversized items that cannot fit into standard boxes. They can also be classified as bulky items, which require special packaging (more expensive) and specific shipment requirements.

Currently, TKMaxx does not charge any additional costs for deliveries of "Non Standard" items.

The objective of this project was to ensure maximum flexibility in delivery and shipping options, providing the appropriate choices for both the business and the customers in each market.

bulky item delivery

The first step involved collecting data on user research regarding additional costs during the purchasing process.

During the research, users strongly disliked unexpected cost increases throughout their transactions. The surprise of encountering added fees or unexpectedly high delivery rates towards the end of the checkout process, often led users to abandon the site entirely.

I’ve analysed two different user journeys to determine the optimal location for communicating increased costs on the website.

Testing the prototypes

I created the Hi-Fi prototypes with diverse solutions and I conducted internal testing with 10 users. During the testing process, I carefully recorded and analysed their valuable feedback.

Analysis of the users’ feedbacks

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