Transforming Thrift Stores: A UX Ethnographic Journey
Wear Your Identity: Community, Sustainability, and Style
Imagine stepping into a thrift store where every item tells a story. Thrift shopping is more than finding cheap goods; it’s a way to express who you are. This culture connects people through shared values of sustainability and creativity.
Each thrifted piece reflects a commitment to uniqueness and eco-friendliness. Thrift stores are community hubs where people bond over meaningful finds.
Thrift shopping shapes and is shaped by social trends and local cultures. It helps people silently show their values and style, building communities and telling stories. By celebrating thrifting, we discover deep connections between our choices, identities, and the world around us.
Why This Project?
I embarked on this project to explore and enhance the thrift shopping experience, something I wasn't familiar with in my home country. My team, frequent thrift store visitors, saw an opportunity to improve an experience they already loved. Our collective passion for sustainability and community made this project an ideal fit.
Research Approach
Ethnographic Research: Field Trips and Observations
Exploring various thrift stores revealed several key issues impacting the shopping experience. Many shoppers struggled to find items that fit, particularly those of average or larger sizes. Shorter individuals and people with disabilities faced challenges reaching items or navigating through narrow aisles.
Additionally, cluttered stores made it hard to browse and find items. Staffing was often insufficient, with only one person managing the store, leading to delays and limited assistance for shoppers. Moreover, the lack of baskets or carts made carrying items inconvenient.
Despite these challenges, some unique finds sparked conversations among young groups, making thrift stores feel like vibrant places to hang out for young adults. This suggests that with some improvements, thrift stores can become even more engaging community hubs.
Analysis
To gain deeper insights into shopping patterns and store layout effectiveness, I created a detailed store layout map. This map helped me identify high-traffic areas, navigation issues, and opportunities for improvement.
Store Layout Analysis
To gain deeper insights into shopping patterns and store layout effectiveness, I created a detailed store layout map. This map helped me identify high-traffic areas, navigation issues, and opportunities for improvement.
Key Findings
High Traffic Areas: Customers spend the most time in the toy cart and jewelry sections.
Navigation Issues: Narrow aisles in the women’s clothes section cause congestion.
Customer Flow: Clear paths of movement indicate frequent use of specific areas.
Time Spent by Age Group: Elderly people spend less time in the store compared to younger shoppers.
Popular Sections for Younger Shoppers: Younger shoppers spend a lot of time in areas with maps, pictures, cards, and scarves.
Improvement Opportunities: My recommendations include widening aisles to reduce congestion, redistributing popular items to balance customer flow, and enhancing organization with clear signage and better display layouts.
Interviews and Sensory Workshops
Interviewed over 08 thrift shoppers, asking about their experiences and challenges. Held workshops where people described their ideal thrift store using pictures, smells, and sounds. This helped to understand what makes thrifting special.
In workshops, participants created mood boards with bright colors, natural scents, and cozy music, indicating a desire for thrift stores to feel fresh and inviting, like stepping into a new adventure every time they visited.
Key Findings
Accessibility Challenges: Shorter individuals and people with disabilities faced difficulties reaching items or navigating narrow aisles.
Clutter and Navigation: Cluttered stores made it hard for shoppers to browse and find items.
Engaging Environment: Unique finds often sparked conversations among young groups, making thrift stores a popular hangout spot for young adults.
Desire for Storytelling: Shoppers enjoy knowing the story behind the items they buy, adding a personal connection to their purchases.
Sensory Experience: Participants in workshops desired thrift stores that felt fresh and inviting, using bright colors, natural scents, and cozy music to create a pleasant shopping environment.
Sustainability: Many shoppers appreciate the environmental benefits of thrifting.
Self-Expression: Thrifting allows shoppers to express their unique personal style.
What People Are Saying
“I want the setting of the thrift stores to be accessible.”
"Thrifting is a good way for me to find clothes for self-expression.”
“I want more sustainable and unique products.”
“I thrift for sustainability and environmentally friendly shopping.”
Framework
Based on our research, we created a framework with nine core values: Safe, Accessible, Clean, Unique Experience, Community-Oriented, Scavenger Hunt, Sustainable, Affordable, and Organized. We recommended regular cleaning and clear safety protocols, wide aisles, seating areas, and adjustable clothing racks for inclusivity. Themed sections and community events were suggested to enhance fun and engagement. We promoted eco-friendly practices and affordability and recommended clear labeling and organized displays to improve the shopping experience.
Learnings
Creating a great thrift shopping experience requires a holistic approach. It's not just about selling items but making shoppers feel valued and connected. Spaces should focus on both practical and emotional needs, creating a non-judgmental environment where everyone feels welcome. Understanding the story behind the items adds a personal touch and connection.
This project demonstrated the power of human-centered design and ethnography, making thrift shopping more enjoyable, sustainable, inclusive, and community-focused. It also highlighted the potential for thrift stores to spread awareness about sustainability and help users make sustainable choices, contributing to the betterment of our planet.
Working with a diverse team taught me valuable lessons in collaboration, project management, and communication, preparing me for real-world challenges and enhancing my ability to work effectively in multidisciplinary teams. This humanity-centered approach underscores the importance of designing with empathy and the impact of thoughtful design on community and environmental well-being.
My Role: UX Researcher
08-week project • Conducted field trips, led interviews and shadowing sessions, facilitated cultural probes, and analyzed research findings to identify key opportunities and patterns.