Thrifting System Design

Shopping at Goodwill isn’t transactional. It’s emotional, chaotic, and oddly intimate.
This project breaks down the Goodwill experience as a system, not just a store. By studying user behavior, friction points, and moments of delight, I explored how secondhand retail design influences trust, discovery, and decision-making. The analysis surfaces opportunities to improve clarity and flow while preserving the unpredictability that keeps people coming back.