The Box Fashion is an online fashion subscription box service. BIGBrave had previously built their online platform using WordPress but an overhaul was necessary to accommodate the expansion of their business. The focus was to allow users the ability to manage their own accounts more effectively. Before the rebuild, The Box Fashion was managing their customer base of over 35 000 people predominantly with call centre support. We went through a series of workshops to map out the user journeys as well as establish a fresh look and feel.
I focused on the sign up process as well as the account administration sections while Carmen focused on the public facing pages. We worked closely with the creative team at The Box Fashion to establish the look and feel of their new site. When it came time to build I oversaw the development ensuring functionality was implemented correctly and the client was updated along the way.
Workshopping the problem
Tyrann, Carmen and I hosted a series of workshops with the creative team from The Box Fashion. In the first workshop we ran through their current user journey and then created a new user flow to explain what needed to change in order for their customers to manage their own accounts. The Box Fashion had existing infrastructure to manage their customers over the phone. We integrated into this system, a logistics tracking system, and a CMS. The aim was to give users a seamless experience while they interacted with data from different sources.
Our very first design and a more indepth wireframe we created during the design workshop
In the design workshop we put together a mood board of what the client liked. We chose to go with a bold but neutral colour scheme as the theme of the accessories loaded on the site changes each season. During this workshop we also created some basic wireframes for the various public facing pages. This allowed us to get direct input from the client’s creative team and gave them a framework for the content they needed to produce for the site.
Designing a solution
I started with translating the user flow diagram we compiled during the workshop into wireframes. My wireframes included:
- Login
- Signup
- Subscription management
- Order management
- Past Box management
During the signup process a key page is the membership details step. This explains the process to users (three payments must be made before they can choose their box) to ensure they understand before signing up.
On the subscription management page it was important to allow the users to see what step of the process they were on . Other important information a user would need to see is their box choice and their shipping progress.
Wireframes showing the onboarding process and account management
Once we had gone through a few rounds of client feedback on the wireframes I created a simple style guide for the site. I applied this to the wireframes to create components and high-fidelity designs. I handed over the UI design to Carmen to complete the rest of the public facing pages with my guidance.
Designs for the login and past boxes pages
Implementation
I oversaw the development of the project ensuring that the client specifications were followed. While I didn’t work on the actual implementation for this project I did assist the team with technical problem solving along the way. My development background specifically helped me to communicate any technical issues the development team had to the client.
Reflection
We launched the rebuild of the platform in early 2023, since then BIGBrave has continued to build new features for the platform; including giving customers more access to upgrade, downgrade or cancel their memberships without picking up the phone.
Due to the success of the platform, especially in cutting down on admin for the support team, The Box Fashion has started a trial expansion in Australia.
The live site can be viewed at www.theboxfashion.co.za