How we improved the service and made the searching process for technical assistance more efficient
Visual conceptI was responsible for the product discovery process and when it had been concluded, the team chose the next squad's mission: to improve the location service of the technical assistants. This service shows the closest assistance in the user's region. It helps users when they have a problem with their home appliance and need to repair it.
Before beginning the mission, I needed to understand and collect all the information about the service. The CSD matrix was the perfect tool to discover our certainties, suppositions and doubts about this service and direct the research and improvements.
After a critical analysis of the information, some questions were raised. It had been discovered during the project and in the end, we had to get the answers to it.
At that moment, I searched for the information based on the CSD matrix to validate all the certainties presented. The challenge was to sort through the data and make meaningful information about the suppositions and doubts to do the survey.
I used heatmaps to understand the users' interaction on the site and their engagement and identified areas of opportunity in the web page.
The survey was made to discover the principal questions about the user's interaction with the page.
At this stage, I focused on analyzing four strategic topics:
To bring better improvements to the page, I conducted an heuristic analysis to get insights and opportunities for improvements.
Organization and prioritization of the information.
This service page is not accessible at all.
Is this service useful and helpful for user needs?
Bugs and absence of returning error messages.
Does it explain or share thoughts on what users can do?
I discovered that users access our service page because they are looking to schedule a visit to repair their home appliance. This was the opportunity we were looking for!
The next stage was to find solutions with the team. How can we explore this scenario and improve a better way to do it?
After the brainstorming, we got a lot of ideas, and we needed to filter and choose which one should be the best choice. The prioritization matrix assisted us in prioritizing ideas based on technology and business value (the user needs we addressed from the start), and we invested in ideas with low technological effort and high business value.
At this stage, we already had a page of the service. We made incremental improvements and added the solutions in a strategic way. The challenge at this moment was to deliver an assertive solution without making a lot of changes.
A comparison of the two pages before incremental improvements: on the left is the origin page and on the right is the new page.
A comparison of the two pages before incremental improvements: on the left is the origin page and on the right is the new page.
In this project, I had the opportunity to use design methods of learning about our users. The biggest challenge was to adapt the process to our deadline and the user's low engagement made it difficult to interview for more details of the user's needs. Perhaps it's because at the moment of the user journey, they come to us already with a problem and then try to use our services to solve it, making our contact more difficult to make (they just want their problem to be solved!).