Kurly Overhauls UX of 7-Year-Old Review Service... Phase 1 Complete

Kurly's Commerce Planning Team carried out a project to improve the user experience (UX) of a review service that had been operating for about 7 years. In the existing service, the depth from the list to the detail page was deep, requiring users at least 10 or more clicks to browse through 5 reviews, and performance issues due to legacy code were frequent.

Improvement Direction and Roadmap

To align business objectives with the user perspective, the planner made three efforts. They sketched out the service blueprint by distinguishing what to keep and what to change, and minimized risk by identifying dependent domains such as customer support and legal issues in advance. They also used coffee chats and small talk to break down barriers between teams in a remote work environment.

The project was divided into Phase 1 through 3, and the currently completed Phase 1 focused on improving the user experience. The key changes are as follows.

• Review list: Removed titles and exposed key information in the list so it can be checked with a single scroll
• Photo collection view: Provides a photo review gallery without entering the detail page
• Detail page: Improved information readability through photo crop adjustments and added previous/next review navigation buttons
• Reviews available to write: Enhanced grouping and key information tailored to order and delivery conditions

Collaboration and Future Plans

Team members transparently shared difficult issues and communicated through Slack and weekly meetings. Phase 1 established a scalable foundation, and going forward, Phase 2 will focus on data analysis-based advanced features, while Phase 3 will focus on discovering new features.