Jared Braiterman, Ph.D., Principal, jaredRESEARCH
jared at jaredresearch dot com
John Skidgel, Senior Product Designer, Macromedia
jskidgel at macromedia dot com
Case study presented at CHI2002, the Human Factors in Computing Systems
This case study discusses the integrated research and design efforts that
made Shutterfly a UI and business success. Shutterfly is a consumer photo
print and sharing web site, and the authors worked together to create
its UI from its inception in 1999 through its re-branding and product
innovation over three years.
Available online and as a PDF download, the case study includes home visit
artifacts, customer profiles, UI concepts and specs, and iterative and
final designs. By involving stakeholders including founders, executives,
marketers, engineers and product managers in customer research and design
activities, we were able to dramatically change the user experience of
a new digital service.
For a business that required voluntary adoption and new behaviors for
its success, we were able to focus on the most valuable customers and
to create an application that was both usable and desirable. Success metrics
include postive qualitative research feedback on prototypes, industry
awards and increased revenue from new and existing products.