Local Pegs is on a mission to transform how people support within their communities. By shopping locally, users not only save money but also contribute to thriving local economies. At Hello Again we worked with Local Pegs on an ongoing basis, with a significant project being the redesign of their app and website to address usability concerns and create a cohesive user experience.
The Local Pegs app faced challenges with inconsistent branding, disjointed UI components, and usability issues that frustrated both customers and businesses.
The redesigned app and website significantly improved the user experience, with the SUS score increasing by 23 points from 59 to 82. Pain points were addressed, and the interface was streamlined with a cohesive design system.
To identify gaps in the Local Pegs experience, we conducted surveys and contextual interviews in cafes and shops, observing how business owners, counter staff and customers interacted with the app. Uncovering usability pain points and frustrations in both the customer-facing and business-facing sides of the app. With these insights, we set out to redesign the interface.
The redesign focused on creating a streamlined interface that resolved UI inconsistencies and addressed customer pain points identified. The result is a cohesive design that simplifies the experience for both locals and businesses. Usability testing validated these changes, ensuring the redesign aligned with user needs. Additionally, we created a design system to maintain consistency, as multiple teams contribute to the app.
The next phase involves embedding customer feedback loops directly into the app to gather real-time insights and inform iterative updates.
This project was a reminder of the importance of strong communication between design and development teams. Working with external developers on this project required me to check in regularly and provide clear, detailed handovers. It highlighted how valuable close collaboration and attention to detail are in delivering the final product.
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