UX Audit Shopify App
The UX audit of the Shopify Mobile App evaluates the user experience to ensure smooth, intuitive, and efficient store management on mobile devices
Purpose
The Shopify Mobile App is an all-in-one mobile solution designed to empower merchants to run their businesses anytime, anywhere. With this app, users can create, customize, and manage their online stores directly from their smartphones, eliminating the need for a desktop or office setup. It offers a seamless experience for entrepreneurs and small- to medium-sized businesses by integrating essential e-commerce tools into one compact platform. From product uploads to order fulfillment, marketing campaign management, and time performance tracking, the app simplifies and streamlines the complete commerce workflow.
Core User Groups
The Shopify Mobile App serves a diverse range of users who are actively involved in the daily operations of an online business. The primary user groups include
- Small business owners and entrepreneurs
- Store managers
- Marketing and sales teams
- Customer support representatives
Primary Tasks
Users rely on the Shopify Mobile App to efficiently complete a variety of critical business tasks on the go
- Managing and tracking orders
- Processing payments
- Adding and editing products
- Customizing store appearance
- Running marketing campaigns
- Communicating with customers
Feature Inventory
Current Features
- Dashboard with real-time analytics
- Order management process update
- Product management
- Store customization
- Customer communication
- Marketing tools
- Inventory management
- Notifications for key events
- Proposed New Features
- Integrated AI-powered chatbot for 24/7 support and product recommendation
- Advanced segmentation for customer analytics and targeted marketing
- App tutorials or onboarding for new merchants
- Enhanced multi-language and multi-currency support for global sellers
- One-tap upsell cross-sell prompts during checkout
Pain point Analysis
Identified Issues & Solutions
- Complex Navigation: Some users find it challenging to locate specific features due to nested menus.
- Limited Customization on Mobile: Advanced theme editing is less intuitive on mobile compared to desktop.
- Customer Support Delays: Response times can lag, especially for urgent issues.
-
Onboarding Overload: New users may feel overwhelmed by the feature set. Solution: Add a progressive onboarding flow with contextual tips and checklists.
Heuristic Evaluation Review
Error Prevention
When adding products, there is minimal validation for required fields allowing incomplete entries
Visibility of System Status
Some users report delays in order status updates or lack of real-time feedback when actions are performed
Consistency and Standards
The placement of key actions varies across screens, potentially confusing users who expect consistent navigation patterns.
User Journey and Persona
User Journey Flow
| Stage | User Action | Feelings | Pain Points | Improvements |
|---|---|---|---|---|
| Awareness | Sees ad for Shopify app on social media | Curious, interested | Unclear value proposition | Clear messaging, app store visuals |
| Onboarding | Downloads app, signs up, completes onboarding | App download, signup, onboarding | Too many steps, jargon | Streamlined onboarding, tooltips |
| Setup | Adds store information and uploads the first product. | Dashboard, product form | Complex forms, unclear fields | Help, form validation |
| Marketing | Creates and sends first campaign | Marketing tab, campaign builder | Unclear campaign setup, few templates | Step by step templates |
| Support | Needs help, uses in support/chat | Help section, chatbot | Slow response, hard to find support | Prominent help button, AI chat |
Assumption Log
User Assumptions
The primary users of the App are small business owners and store managers with varying levels of technical expertise. They typically access the app through modern smartphones and expect a seamless, optimized mobile experience. Many users may have accessibility needs such as larger font sizes, color options, or compatibility with assistive technologies. Across the board, users value intuitive navigation, minimal use of jargon, and clear guidance, particularly during onboarding and when completing critical tasks like order fulfillment or product management.
Technical Constraints Assumptions
Mobile accessibility standards must be met, including support for screen readers, adjustable font sizes, and color contrast
The app should perform reliably across different devices and operating systems, with a focus on minimizing load times
The app cannot collect or store Shopify user credentials directly and must comply with all Shopify App Store policies.