Redesigning a Local E-Commerce Website Through a Structured User Experience Design Process: A Mixed-Methods Case Study
Khalil, Ibrahim · Zenodo (CERN European Organization for Nuclear Research) · 2025
Small local retailers increasingly rely on e-commerce platforms to remain competitive in digital markets. However, many such platforms are developed without systematic user experience (UX) processes, resulting in usability issues that negatively affect user satisfaction, trust, and conversion rates. This paper presents a mixed-methods case study investigating how a structured UX design process can improve the usability and perceived quality of a local e-commerce website. An initial evaluation was conducted using A/B testing, the AttrakDiff questionnaire, and qualitative user feedback to identify usability problems in the existing website. Based on the findings, a comprehensive UX redesign process was applied, including heuristic evaluation, information architecture restructuring, wireframing, mobile reachability optimization, and high-fidelity prototyping. The results demonstrate notable improvements in navigation clarity, product findability, visual hierarchy, and mobile usability. This study contributes practical insights into the application of lightweight UX methods in small retail contexts and highlights the value of structured UX processes for improving e-commerce experiences with limited resources.