Overview
My wife tried shopping for new sports bras using Lululemon’s Android app for the first time. She had such a poor shopping experience that she deleted the app and has been shopping on the Lululemon website ever since.
My curiosity about how many Lululemon users shared the same frustration inspired me to start this personal project.
Shoppers can’t easily browse or save their favourite apparel.
1
Unable to narrow down search results.
There were no filters or sorting options to help shoppers quickly find items based on their needs. Browsing through the long list of products felt tedious and time-consuming.
2
Unable to save favourite items for later.
Shoppers couldn’t add their favourite items to a wish list, forcing them to search for the same products again or use workarounds such as taking screenshots.
Discovery
Secondary research
I reviewed the Lululemon app’s Google Play reviews to understand the problems current shoppers were facing.
My focus was on UX issues related to the shopping experience, such as browsing, searching, and checkout. Here are the main themes I discovered:
Couldn’t filter or sort items
Users couldn’t filter or sort products by size, colour, or price. Many preferred shopping on the Lululemon website for a better experience.
Couldn’t save favourite items
Users expressed the need to save items for later. Some mentioned they often visit physical stores to try on items they had seen in the app. A wish list feature would allow them to quickly revisit those products.
The common theme was a poor browsing experience and the absence of a wish list feature on the Lululemon Android app.
User interviews
I conducted interviews with five shoppers who had used the Lululemon Android app. They expressed dissatisfaction with the lack of filters and the inability to save favourite items.
From these interviews, I discovered another critical pain point in the checkout flow:
Unable to edit items in shopping cart
Once an item was added to the cart, there was no way to edit its size or colour. Shoppers had to return to the product page, select the correct option, and add it to the cart again.
I researched Lululemon’s competitors and other apparel brands to gain insights into their mobile shopping experiences.
My goal was to identify best practices and patterns for filters, sorting, wish lists, and checkout flows. Here are some examples:
Filters
Combine filters and sort under one button, or use two separate buttons.
The location can be either at the top or bottom of the screen.
Display filter status explicitly with chips or with a number on the filter button.
Sort
Display sorting options as an overlay or a full-screen view.
Overlays can appear at the centre or bottom of the screen.
Wish list
Tap the ❤️ icon to add an item to the wish list.
Move a favourite item from the wish list to the cart.
Update item in shopping cart
Ideation
This wireframe was created based on user research insights and inspiration from competitor mobile apps.
Ideally, I would have conducted usability testing with a low-fidelity prototype based on the wireframes. However, since the users were consumers, a high-fidelity prototype would help them better visualize and interact as if using the actual app.
Thus, I designed detailed mockups and built a prototype for testing.
Here were the new improvements over the current shopping experience:
Improve browsing experience with filters and sort
Shoppers can now quickly narrow down their search results using filters and sorting options.
Save favourite items with wish list
Shoppers can easily add items to their wish list while browsing and move them to the shopping cart for checkout.
Update product during the checkout flow
Shoppers can now easily correct product details such as colour or size without having to restart the checkout process.
Validation
The redesigned version of the Lululemon Android app received mixed feedback from interview participants.
Improved browsing experience with filters and sort
This was the most appreciated improvement, as they loved being able to quickly narrow down their search results.
Easy to save favourite items with wish list
The wish list feature was well-received since they no longer needed to take screenshots to save items. They also liked the consistent placement of the wish list icon at the top-right corner.
Unclear how to edit items in shopping cart
Two out of five participants tried to edit an item by tapping the colour or size instead of the product photo. They mentioned they expected a visible button to edit.
I created three different variations to clarify how to edit items in the cart such as edit button, edit text link, and a pen icon. I then ran quick usability testing sessions with the two participants who previously struggled to edit items.
The variation with the Edit button under the product photo received the most positive feedback. However, I understood that the participant pool was too small and the previous test might influence their actions with my new designs.
If this were an actual project at Lululemon, and for a high-stakes checkout flow that directly impacts revenue, I would do the following:
Conduct usability testing with 5-10 new shoppers for fresh perspectives.
Ship the winning variation to a small percentage of user base (5-10% of traffic), and monitor cart abandonment and edit completion rates.
If metrics improve, gradually increase to 50%, then 100%.
If metrics tank, roll back with feature flag.
Takeaway
Future Improvements
A few ideas that could make the Lululemon Android app even better:
Quick "Add to Cart" while browsing
Letting shoppers add items directly from the listing page instead of having to open each product first would be helpful if they already knew exactly what they want.
Streamlining online and in-store shopping
Adding a way to check nearby stock and reserve items for pickup would save shoppers a trip and make the experience feel more integrated.
Inspiration and community content
Introducing a space for styled looks and outfit ideas from ambassadors and shoppers would enhance product discovery and make the app feel more authentic and human.