nocnoc.com 04/06 : onboarding package using ux




product designresearch

Research & Analysis
Information Architecture
Prototype for usability test
User interview

PROJECT UNDER
NocNoc.com

DURATION
3 weeks




BACKGROUND OBJECTIVE
According to the service buyer requirements, it is more convenient to purchase a service with a package including starting price, minimum area, the initial scope of work, and installer's work examples. These are needed information that could help most buyers easy to compare installers both inside and outside of NocNoc platform.

therefore, it reflects directly to our service installer team to validate the following related assumption which are:


👉🏿 We can help active installers on the platform who are not familiar to set up-front pricing, could pre-set their service package on the system by themselves.

👉🏿 We can help active installers in every category to fill in all necessary information for buyer’s comparison.


THE IMPACT OF PROBLEM
Independent or outside platform installers are commonly familiar with providing a case-by-case price after the site survey process or receiving site information from customers. We do have the challenge to make our installers could list all their services by giving those needed details to buyers.

From the business point of view, this does not commonly exist on other home service marketplaces or even retail platforms in Thailand. However, if we could find a suitable solution and make it happen eventually, we would be the first innovator. Moreover, also create competitive advantages in the market.

Here is the initial buyer’s insight that we gathered.



WHAT DO WE NEED TO KNOW
👉🏿 Could we use one solution which fits every category on NocNoc platform.
👉🏿 What is the installer's mental model of service price setting
👉🏿 Are there any barriers to the pre-setting price of service types under NocNoc's current categorization.
👉🏿 How to create suitable information architecture of package onboarding based on customer requirements.
👉🏿 Minimum information that the installer can specify in advance.




DISCOVERY PROCESS BASED ON MVP1
  1. We began with desktop researching from competitors and job posting on the Facebook page of installers in 5 categories consisting of wood flooring, painting, tile, curtain/wallpaper, and ceiling/light wall.
  2. Group all attributes in all categories by using affinity mapping.
  3. Prioritize all data based on both customer and installer perspectives, then come out with must-have attributes.
  4. For drafting input fields of service information based on the installer’s mental model, we can classify into 3 types of their service providing include A. service only, B. product with service, C. customized service which is difficult to evaluate price in advance.



UT PLANNING
  1. Use drafted assume’s mental model to create a user flow.
  2. Convert required must-have attributes into a prototype testing form.
  3. Choose the general form solution for the first testing, the same direction in all categories by using guidance through tutorials, labels, and form placeholders.
  4. The pre-testing process with internal team and selected installer in order to optimize functional prototype before apply to the official testing.






MEASUREMENT
This was mainly functionality test more than usability testing, we chose Jotform as a tool to gather how installers in NocNoc system can put and provide customer's needed information.

After we recruited installers and sent the Jotform, we used the actual data to measure and evaluate the outcome. Then schedule an interview to receive feedback, insight and to validate the related additional assumption.






RESULT
How do we judge success?
👉🏿 75% of all installers are able to set up service prices successfully and correctly by taking appropriate time related to the content they filled.

👉🏿 55% of all installers can fill in service information details as we expected.

To conclude, this testing process failed, the generic version of the form could not make most installers put data in the same direction especially group B. installer failed the most. The cause consists of:

  1. Unclear copywriting, the installer can not illustrate and understand the same direction.
  2. Installers have different perspectives on the job details from what we expected.
  3. To set up a service package is quite hard because of unfamiliarity, especially with product details. They can do it moderately, but not as good as the real seller could do.
  4. Installers still can not visualize what they are doing and doubt the final look, so the preview function is a must.
  5. The tutorial could help poor digital literacy installers fill out the form successfully.

If we want to continue and develop this generic form we have to use additional tools to help our installer could fill package detail in a more consistent way such as a guideline or tutorial.



DESIGN PROCESS
To begin the design process, I drafted the design concept and strategy of the whole onboarding journey according to the current steps of both installer and admin in service 2.0. Then gather all the visible pain points in order to set up the product goals, design goals, strategies, and solutions. The objective of finding the main focus is creating a service package.




AFFINITY MAPPING
I unfold all data of all form versions of the package both in 1.0 and 2.0 systems, even buyer requirements to see what is the needed information should be like in the to-be version.



COMPETITIVE + UI SOUTION RESEARCH
Then I research the form solution case study to find the pros, cons, and the one that best fits our baseline information and our goals.




WIREFRAME
Here is the quick and collage wireframe of the package onboarding process.



  1. When installer got approved, they will see the checklist to complete for onboarding.
  2. When installer presses create first package button, they will see the information page include package value, how it can improve their work-life in one way or another, and also package structure which illustrates the finished look.
  3. When installer presses next, they will see the form which separate into 4 parts, guidelines and values are provided along their journey.
  4. When installer presses preview text-link, they will see the buyer’s view version.
  5. When installer presses save&send button, they will see the successful wording and next step.


NEXT STEP
We planned to work together with the operation team to set up guidelines and example versions that we expect from the installer based on package value and customer requirements. Then plan the second round UT for testing the solution and validating our assumption for the next improvement.