COOP by Ryder - Support Center for web-app
Project: B2B Webapp for connecting Truck owners and renters
Main Challenge: existing application with poor auto-management features and high demand to support team.
Process: Design thinking adjusted to the project needs
Background
The application allows connecting vehicle owners and renters in order to transact. There are multiple touch points in the flows where the users need to solve common issues, but nowhere to contact the counterparty directly as P2P.
Problem Space
The lack of P2P connection impacted the support team's performance as they were the nexus among users.
Users were frustrated as they need to go through a lot of calls to solve an issue.
Users were frustrated as they need to go through a lot of calls to solve an issue.
The main KPI for this feature was to reduce Support team calls.
Proposal
The proposal was to use the current chat (existing in the app - external service) as a starting point for P2P issues.
Users will be allowed to chat before escalating an issue to the support center.
A ticket system was also created for the user to follow the request status.
Users will be allowed to chat before escalating an issue to the support center.
A ticket system was also created for the user to follow the request status.
Key technical challenge
Interaction with the tech leaders and developers was crucial for this feature, as we needed to measure the technical effort and proposal feasibility.
As we were using an external tool for the chat feature, there was a lot of investigation and meetings in order to check that what the UX team was proposing was doable.
We finally got to a combined feature where users can start a conversation through the chat for contacting other users, and also we came up with a support center feature for issues that involves the support team. Everything in the same place.
Benchmark analysis
We investigate and compare similar features from different predefined products (some competitors, some not), which helped us to create a set of "must have" features and a set of "Nice to have" that were deprioritized from the first sprint so we could launch an MVP first.
We could implement the nice to have later and track progress over time.
We investigate and compare similar features from different predefined products (some competitors, some not), which helped us to create a set of "must have" features and a set of "Nice to have" that were deprioritized from the first sprint so we could launch an MVP first.
We could implement the nice to have later and track progress over time.
Flowchart
The first step was to create a flowchart based on the Client's business request, benchmark analysis, and validate it with both the technical team and stakeholders.
After validating the flowchart, we iterate wireframes and flows (almost mockup look, as we develop wireframes over an exceptionally curated Figma Library)
Prototypes (cannot share the links) were created for validation, and finally, the UI adjustments were made.
Prototypes (cannot share the links) were created for validation, and finally, the UI adjustments were made.
Final Look
I have for you here a glimpse of the final look and how files are prepared for the developer's handoff.
This feature has its mobile-app version and native version adapted, but it was designed for desktop first as we find that a significant percentage of these tasks were solved in an office, on a laptop.
This feature has its mobile-app version and native version adapted, but it was designed for desktop first as we find that a significant percentage of these tasks were solved in an office, on a laptop.
Post-feature launch analysis
Calls to the support center had decreased by 30%
Analytics shows users are getting into the support center screen mainly from the top bar menu (which was a surprise, as we hypothesized that users would land in the support center from a reservation subpage).
Adjustments were made to the escalation flows, and iterations continue.
Analytics shows users are getting into the support center screen mainly from the top bar menu (which was a surprise, as we hypothesized that users would land in the support center from a reservation subpage).
Adjustments were made to the escalation flows, and iterations continue.
