Tech support application
The story of a fail, or was it?
- Scope Mobile App
- Role Product Designer
- Tools Sketch, After Effects
- Duration 6 Weeks<
Techbuddy is a digital platform offering high-quality and “on-demand” and “on-site” tech support by tapping into a large pool of tech-fluent talents. Techbuddy connects tech talent or “Buddies” with the near-infinite number of customers who need technical guidance and support.
The application consists of 2 areas “Users” who are receiving the tech support service and “buddies” who are providing the service.
The application was outdated and was pretty hard to navigate and execute its main purpose functions. like place the order, track the order, etc. So providing a better user experience was essential.
– Provide better user experience
– Make the overall service process easier and enjoyable for both parties, “users”, and “buddies”.
– Increase motivational aspect for “buddies”
– To create long-lasting customer value.
– Increase customer loyalty.
The journey began. While the deadline was tight I tried to use best practices
First and foremost I have tried to get as much information as possible for the initial concept from the stakeholder. While being well informed of the situation with the system, he was able to contribute a lot as he met regularly with both parties. Which with resources shortage leads me to the conclusion that user interviews may be skipped based on the summary he provided, and as the pain points and needs list seemed reasonable I have started based on it.
The ideation process was pretty enjoyable as I had a chance to do a lot of research on a subject. basic learnings I had from the stakeholder interview is that 80% of buddies are young and considering tech buddy as “summer job” and not feeling committed to a job.
So how to make the job more entertaining?
Add more into it that does not directly relate to it, something that may interest everyone… what can it be? The community? The social encouraging?..
During my research, I came across a brilliant solution, gamification!
Monetary reward system and unlockable badges at first may not seem like something that may affect loyalty but stats from Uber, Nike, Sratbugs, etc. showing the opposite.
So further steps have been taken with that idea in mind.
After going through and understanding user goals and needs I started to lay out the ideas on the paper for fave the initial approval from the stakeholder.
The stakeholder seemed to like the gamification idea a lot and greenlighted the further development.
Little did I know at the time how misleading paper wireframes and lo-fi wireframes in the general may become.
Having the green light I have passed to lo-fi functional prototypes to showcase the idea to a team and settle a timeframe.
I have designed a number of elements, like locked badges and leaderboards, to increase the urge for completing the task and to provide high-quality service as it not only affects the earning but ranks you higher in the listings and leaderboards by covering the routine with the fun and competitive aura.
Motivated and excited I have finished the first milestone design. And then the feedback has come…
It turned out that the stakeholder imagined the gamification directly as it sounds. With levels, animated 3d characters, racing-like interface for showcasing the map directions. long story short I was way far away from the stakeholder’s imagined concept.
Eventually, I was not able to convince him even to try to go with this realization so sadly I was forced to leave the project as my bias would barely let me work on that vision of gamification…
Oh, and in the intervals between the approvals, I worked a little on back-office redesign additional functions and creating a design system to spread consistency across all back-office UI.
While it is hard to admit, but I failed the project completely, however, I had a chance to work on an interesting project, explored new horizons of gamification concepts, and especially I gain precious experience. Learn a little more about people in general and about me specifically.