Xavière van Rooyen
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“ Hi! I am Xavière and I am working towards a world with inclusive and impactful experiences through social design and UX-design.”

Take a look at my previous work:

Crafting Inclusive and Impactful Experiences through Social Design and UX

Designing for trust: Redesigning IKEA’s comfort guide

People did not trust IKEA’s comfort guide. I translated these insights in a working user flow.

Keywords:     UX Design, IKEA
Project:      User Experience Assessment Design

The goal of the redesign was to restore trust in the Comfort Guide by making it personal, informative, and transparent.
When analysing and conducting user tests on the original IKEA Comfort Guide (an online recommendation system for mattresses) it was concluded that the main issue with the current Comfort Guide is that users do not trust it. 

The knowledge obtained from this project was condensed and combined into a model that future designers wishing to design for trust while developing recommendation systems can use.

The results from the analysis phase were used for developing two concept directions: The Narrative, and the Webtool. The two -opposing- concept directions were evaluated in an A/B test. The final prototype has inherited its tag structure and linear approach from the Narrative, while the changing visualisation of mattress properties has derived from the Webtool.
With these elements as a base, the Final prototype was developed. In order to make it completely interactive for the user and in order to be able to evaluate the trustworthiness and usability of the tool, the prototype has been programmed as an actual interactive website.
The ultimate prototype was experienced as trustworthy. One participant stated after the final user test:

"I trusted it because of the many choices I could select, then a mattress was calculated from that. I can still see alternatives, and check for myself if it really is the best mattress."

The figure below shows the SUS-test scores for all comfort guide tested. It shows that the final design (a combination of the Webtool and the Narrative) is a great improvement compared to the original guide.