The TEMU App
A self-initiated UX case study analysing the user journey and behaviour within the TEMU app, aimed at identifying key pain points and designing thoughtful, user-centered solutions.

USER REVIEW INSIGHTS with CUSTOMER JOURNEY MAP
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Users are unhappy in the assesment phase of engagement & interaction in the app.
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This is where they - browse and navigate along the app to access product pages towards a purchase, read reviews, analyse delivery options, analyse quality and their budget.
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Touch points - Mainly Homepage, Product detail page, Categories and profile.


USER SURVEY
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60% of users are unhappy with promotional messages due to two reasons - It gets in the way of making a purchase, and it's excessive marketing. They are also concerned about the sale/offer/voucher credibility and sees them as clickbait
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86% users utilise the search bar option to move closer to an item on the app.
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Almost 100% agree that the category page appears cluttered.
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While 71% are happy with the range of products, 57% of the users are concerned about the credibility of the product reviews on the page as they seem incentivised.
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All of the participants were delighted to have an option for saving your product selection for the future.
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72% finds themselves lost sometimes or all the time in the endless scroll down feed.
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29% participants reported that they tap the wrong buttons since they are confusing or too small to tap, while 71% agree that they have experienced the same sometimes.
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57% are frustrated by the pop up ads while 29% say that they're a little annoyed but it's manageable.
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1.57/5 stars - collective likelihood of users tapping on a promotional advert as it caught their attention.



How might we transform the promotion of the app from disruptive to value-driven?

How might we transform the trust of the app from misleading to reliable?

How might we transform the usability of the app from cluttered to intuitive?

USER TESTING FEEDBACK
Iteration Guide
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Personalised
recommendations have a
positive review.
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Noticed significant improvement
in transparency
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Category page still a bit
cluttered - information
overload
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Save item feature is “Super
handy!”
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Users feel lost between pages.
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Feels authentic and less
“Cheap”


