understanding nocnoc users
PROJECT UNDER
NocNoc.com
DURATION
3 weeks
BACKGROUNG
The NocNoc Service Installer Portal is incomplete and has numerous operational issues that were typically addressed temporarily through manual intervention by Customer Service and Admin.
the project aims to identify early adopter personas and usability issues to prioritize critical features for the next product iteration.
the project aims to identify early adopter personas and usability issues to prioritize critical features for the next product iteration.
GATHERING INSIGHT FROM EXTERNAL INSTALLER
I conduct 2 rounds of interviews to understand our users' insights.
the initial interviews aim to grasp installers' work processes, long-term and short-term goals, needs, problems, and challenges.
I chose Facebook as the first platform, assuming installers may have non-monetary motivations to share.
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Prioritize and address the issue and impact:
Besides mapping the user journey based on interview findings, I categorized installer pain points and established themes to prioritize and tackle high-impact issues for users and the business, exploring alternative solutions.
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Ideation workshop:
My team and I utilized the "How Might We" method to formulate initial questions. Subsequently, we conducted an ideation workshop focused on addressing the most impactful issues. We brainstormed ideas and identified opportunities using 6-up and 1-up tools.
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Due to a change in the business plan:
our focus shifted to addressing the current issues faced by active installers, prioritizing their trust.
Consequently, our study was halted, and we began examining the existing system's mechanism and insights from active installers.
the initial interviews aim to grasp installers' work processes, long-term and short-term goals, needs, problems, and challenges.
I chose Facebook as the first platform, assuming installers may have non-monetary motivations to share.
Prioritize and address the issue and impact:
Besides mapping the user journey based on interview findings, I categorized installer pain points and established themes to prioritize and tackle high-impact issues for users and the business, exploring alternative solutions.
Ideation workshop:
My team and I utilized the "How Might We" method to formulate initial questions. Subsequently, we conducted an ideation workshop focused on addressing the most impactful issues. We brainstormed ideas and identified opportunities using 6-up and 1-up tools.
- Perfect Matching System:
How might we enhance visibility for various installers on our platform to better match with customers, ensuring both parties' needs are met and increasing the likelihood of satisfactory job outcomes. - Equal Understanding Between Installer and Buyer:
How might we ensure installers and buyers have a mutual understanding of necessary site preparation, ensuring readiness upon the installer's arrival.
Due to a change in the business plan:
our focus shifted to addressing the current issues faced by active installers, prioritizing their trust.
Consequently, our study was halted, and we began examining the existing system's mechanism and insights from active installers.
GATHERING INSIGHT FROME INTERNAL INSTALLER
User jouryney:
I developed a user journey based on the actual workflow to comprehensively understand the steps encountered by our NocNoc active-installers.
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Operation feedback:
My team and I gathered insights and pain points from the internal admin and operations teams, who work closely with installers.
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Active installer interview:
In the second interview, I narrowed the focus to our active NocNoc platform installers, comparing and combining their insights with those of external installers. Additionally, I utilized the affinity mapping method to analyze all gathered data.
I developed a user journey based on the actual workflow to comprehensively understand the steps encountered by our NocNoc active-installers.
Operation feedback:
My team and I gathered insights and pain points from the internal admin and operations teams, who work closely with installers.
Active installer interview:
In the second interview, I narrowed the focus to our active NocNoc platform installers, comparing and combining their insights with those of external installers. Additionally, I utilized the affinity mapping method to analyze all gathered data.
PRIORITISATION OF ISSUES
After defining the theme of all problems and pain points, my team and I gained visibility into key platform areas requiring usability improvements. Thus, we prioritized addressing the complex chat function as our first epic.
Regarding installer needs and goals, we found that while money remains a significant factor for all installers within and beyond the NocNoc platform, several minor factors are crucial for refining our target user persona.
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Regarding installer needs and goals, we found that while money remains a significant factor for all installers within and beyond the NocNoc platform, several minor factors are crucial for refining our target user persona.
DEFIND USER PERSONAS
Based on gathered data, users can be categorized into three segments:
Unicorn persona, Primary persona, and Secondary persona, primarily based on their digital literacy limitations.
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NEXT STEP
Create installer content style guides:
Proof of assumption:
- What:
Creating a content style guide will help to keep the voice, tone, and messaging consistent across all platfor - When:
Will agree during the session - Where:
On NocNoc.com website, installer app 2.0 and other marketing messages - Why:
To maximize our engagement with our Installers persona. To navigate and reduce friction and ambiguity - Who:
Product manager, Product designer, UX Designer, UX write - Whom:
Our defined user personal mission
Proof of assumption:
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Assumption 1:
We can increase engagement to let installers do what don't want to through engaging design and content. - Assumptions 2:
We can use terminology in the app to match what installers are using. For example, what words do they commonly use to call their business?
