!Problem
Where does the shopping journey lose user trust?
→Approach
Audited search, discovery, cart and checkout; ran structured interviews with two contrasting shoppers; backed with market research.
✓Outcome
Discovery and product trust convert well; onboarding pop-ups, silent add-to-cart and ill-fitting coupons leak trust. A 4.7 star app rating vs 1.6-2.6 star long-form review sentiment shows delivery and support are bigger risks than UI.
Key frameworks
UX TeardownUser InterviewsJourney Mapping