Go Assist

UX / UI Design

The Brief 

Design an outcome that allows users to see the status of their home service repair parts without having to contact us and wait for long call times. The solution should objection handle the frustrated inbound calls we receive from customers who may feel left in the dark.

The Solution

Go Tracker is an online portal system that users can log into with some personal details from their repair. Go Tracker allows users to see all the details of their repair from the moment they book, giving them an extra trust seal that the repair is booked. The status of the system shows at the top of the page, using accompanying emojis to further communicate the point of booking. The user can also see who their engineer is, allowing them to communicate with them before the repair is complete therefore saving them from waiting on the Go Assist inbound call line for long periods of time.

I started the ideation for Go Tracker with wireframes and low-fi sketches in order to assess the best layout of information that would sit above the fold and in order of importance. I looked to user interfaces of delivery experiences for inspiration and researched the semiotics of icons and colours for these types of updates.

When I considered the information that should be displayed inside the tracker I considered what the user may want to see if they are feeling frustrated or out of the loop with their repair. We also spoke as a team about including the engineer's details to cater towards a small percentage of our customers who are unaware that we sometimes have to contract out work.

We ran several rounds of testing between the team for feedback and found that when showing the engineers details we should account for them only being contacted during the hours they are available to work and make sure the call button could be disabled when outside of these hours. In order to make this clearer I also added the engineers available time window below their profile image.

The main part of the brief was to support customers that feel left in the dark with the status of their repair, in order to do this I added a small notification style box to communicate the change of status in a little more detail. The small box also offers the opportunity to know what they have to do after the change of status. If the user should see that their repair requires the engineer to order parts, the portal will also objection handle this. The user can see when the parts were ordered and this will be accompanied by a projected arrival date.