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FEATURE NAME
Knix Bra Size Calculator
✅ User Research
✅ User Testing
✅ Wireframing
✅ Prototyping
📈 Reduced returns
Company: Knix
Role: Senior Digital Product Design Lead
✍️ Images blurred due to copyright
THE PROBLEM
Our customers were struggling to find their correct bra size. They would confidently select a size from our original Product Page and successfully purchase, but many of them would be returned due to improper size selection. We needed to provide a more accurate way of determining size.
MY ROLE
As Senior Digital Product Designer, I was accountable for the overall success of the project from the design perspective. I defined the problem statement and validation for the feature, conducted user testing and research, established a few iterations of design solutions, and coordinated with stakeholders to ensure we were aligning.
MY IMPACT
Once the solution was implemented, we saw a decrease in returns, freeing up more bandwidth for our Customer Experience.
MY PROCESS
PROCESS SAMPLES
THE WHAT, WHY, HOW
WHAT WAS THE PROBLEM?
The original dropdown for size selection on the product page could have up to 16 sizes to choose from. This created overwhelm and skepticism for the customer who either didn’t know what to choose or didn’t understand how there could be so many variations compared to their traditional size.
HOW I SOLVED IT
I developed 3 solutions and conducted qualitative testing on each of them. First I tested A vs. B, and A was the winner with 85% of users preferring it. Then I tested A vs. C, with A winning again with 95%.
Users were most comfortable referencing their traditional bra size for a calculation.
WHY I DID IT
Option A offers the best experience for both new and returning users. New users don’t need to decipher Knix’s brand specific and inconsistent sizing methods, having the Knix size populate once they input their band and cup. And returning users can skip the calculation and select their known Knix size if they choose to.
RESULTS
CONCLUSION & NEXT STEPS
LESSONS LEARNED
I set out to answer “How can we reduce friction around our inconsistent sizing?”
Some key findings that helped me answer this question and inform our final design also led me to determine next steps:
1. What information about bra sizing does the customer already have when bra shopping? They are familiar with their traditional bra size but many are still mistaken as to what size they really are. I intend to follow with Sizing Help outside of the size guide, instructing on how to properly measure ones self.
2. What is it about the regular dropdown format that isn’t working for us? Because of our inclusive sizing, we can have up to 16 sizes in the dropdown leading to overwhelm. The way that Knix sizing fits (one band fitting A-DD) leads to skepticism. More product knowledge on how Knix bras fits will be required on the product page to instill trust.
USABILITY BENEFITS
✅ User can only select from our available band and cup sizes in the dropdown, reducing likelihood of error
✅ Once a user calculates their size once, their input is retained through the duration of their visit and is cookied for future shopping. This allows for one-click shopping and reduces likelihood of error
✅ Fit range is highlighted in a pink banner under the input fields, to bring more attention to the fit range
Fewer bra returns
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