the revamp of installer chat system
PROJECT UNDER
NocNoc.com
DURATION
5 weeks
BACKGROUND
Upon discovering the high usage of the chat function on the NocNoc system, we recognized it as the initial interaction point between installers and customers. However, the system's complexity and manual admin operations significantly burdened installers, making the order process arduous and non-scalable.
Our primary objective in revamping the chat system was to empower active installers on the NocNoc platform to manage their orders seamlessly from lead inquiry to job submission.
this aimed to streamline their workflow, allowing them to independently organize their tasks and eliminate delays caused by admin and customer service intervention.
Our primary objective in revamping the chat system was to empower active installers on the NocNoc platform to manage their orders seamlessly from lead inquiry to job submission.
this aimed to streamline their workflow, allowing them to independently organize their tasks and eliminate delays caused by admin and customer service intervention.
UNDERSTANDING THE PROBLEM
Brainstorming workshop:
As a researcher, I gathered pain points and chat issues directly through phone interviews. I understand the overwhelming nature of the chat system, and we identified it as a key factor contributing to churn rate. I conducted a brainstorming workshop with the team to uncover individual pain points.
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Define problem statement:
I developed a chat user flow to visualize issues across every step of the chatting experience.
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As a researcher, I gathered pain points and chat issues directly through phone interviews. I understand the overwhelming nature of the chat system, and we identified it as a key factor contributing to churn rate. I conducted a brainstorming workshop with the team to uncover individual pain points.
Define problem statement:
I developed a chat user flow to visualize issues across every step of the chatting experience.
PRODUCT VISION
Based on these findings, our product aims to achieve the following key business goals:
- Improve order conversion experience and streamline steps.
- Decrease order assistant workload for the operations team.
- Reduce survey-to-conversion time from 7 days to 1 day on average.
DEFINING THE MVP
Based on identified issues, product vision, and limitations of the Talk JS Chat system, we've outlined key user stories for MVP1:
- Simplify chat access.
- Streamline order management with shortcut buttons.
- Streamline installer workflow by integrating survey date booking with the payment page.
- Implement automated reminders through auto messages and notifications.
CHAT FLOW + WIREFRAME
I developed both as-is and to-be chat flows to uncover the simplest and quickest solution to address critical issues.
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VISUAL DESIGN
Encountering a significant challenge, the Talk JS chat system imposed limitations on UI customization and additional functions. Collaborating closely with developers, I delved into understanding the issue and design constraints.
Together, we successfully adapted the foundational features to meet the requirements of MVP1 chat design.
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Together, we successfully adapted the foundational features to meet the requirements of MVP1 chat design.
DESIGN 2.0 DECISION
My team and I unanimously agreed that the current chat API system, Talk JS, isn't suitable for efficient installer work management due to limitations in features and UI customization. Consequently, we decided to halt Talk JS development and plan for a new chat system in our redesigned service, Design 2.0.
Design 2.0 commenced with mapping out an ideal flow and creating lo-fi wireframes of the entire service portal to address usability issues and ensure alignment among team members and stakeholders.
Subsequently, we conducted user story mapping and prioritized features using MoSCoW prioritization to streamline the scope for the new MVP1.
Design 2.0 commenced with mapping out an ideal flow and creating lo-fi wireframes of the entire service portal to address usability issues and ensure alignment among team members and stakeholders.
Subsequently, we conducted user story mapping and prioritized features using MoSCoW prioritization to streamline the scope for the new MVP1.
MVP1 FLOW + SCOPE
We opted for Sendbird, a third-party in-app chat solution, to develop a new chat feature. We then incorporated all essential features to redesign the chat system's user flow.
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VISUAL DESIGN
I conducted research and analyzed findings for a user interface case study alongside wireframing chat interactions. Eventually, I developed a new design for the installer chat.
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