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GR1 - Task Analysis

Problem Statement

There are elements of the online shopping experience missing for elderly people, which can hinder their purchasing efficiency. Currently, elderly people either purchase items in-store, online, or using some combination of the two. Shopping online loses the personal touch of in-store shopping, but in-store shopping is less convenient and expedient than shopping online. Some elderly people find it difficult to contact customer service representatives, others have trouble efficiently purchasing items repeatedly, and still others have trouble reading text.

Observations and Interviews

	How do you shop?	What do you usually buy?	Internet Shopping	Reviews?	Font size?	Photos of products?	Blend together?	Price?	What is most important?	Keep track of things you order?
Interviewee 1	Doesn't like to shop. Focus on what is necessary and finish as soon as possible	Groceries, every week Clothes, once a month	Amazon, Netflix, Juice+, drugstore, B&N, Puritan Pride, Mikasa Finds internet shopping a fairly painless process	Not very important, already knows what to buy	Not an issue, fine vision	Not too helpful, already knows what to get	Uses search engines to search for products rather than search the online outlet itself	A consideration, but will pay what is necessary to get what is needed	Functionality	Print out order form
Interviewee 2	Mostly at retail stores, not much online. If online, usually Amazon. Usually uses internet for information, rather than purchase	Shop out of need. Shorts, socks. Golf stuff at the club or retail store	Amazon	Looks at reviews occasionally	Not an issue, though ability to enlarge images was useful	Helpful	Searches websites directly or uses Bing/Google	Not a big factor, will pay what is needed	Ability to converse with customer service about a potential purchase	N/A
Interviewee 3	Retail stores mostly. Little online shopping	Groceries, clothes, gifts	Amazon, Netflix	Barely	Wishes fonts were more readable on shopping websites	Helpful	Combination of search engines and searching online stores	Considered, but will pay for essentials	Finding what he wants easily	Write it down

User Classes

Elderly people who have a repetitive shopping routine
Elderly people who like to research before purchasing
Elderly people with poor vision
Elderly people who struggle carrying groceries

Needs and Goals

	Purchase Already-Researched Item	Research and Purchase an Item	Purchase an already purchased item
Goal descriptions	Find an item user is familiar with	Search for an item	Find previously bought item and buy it again
Subtasks	Search for item, purchase	Find description, reviews, availability, purchase	Find previously bought item somehow, navigate to purchase page, purchase