AC servicing dashboard
Empowering users to manage their AC servicing details post- booking, reducing cancellation rate
Project owner - Research, Userflows, UI design, UAT
Background
What is Sendhelper?
A Singapore-based home service platform, connecting users with experts for tasks like home cleaning and AC maintenance services. Users book a service, select a date and time, and get matched with an expert for the service.
What's after booking an AC service?
A quarterly AC maintenance service consists of four sessions: One every 3 months. These sessions are manually managed by the Operations team using spreadsheets, WhatsApp, and phone calls, with no records of follow-up sessions on the platform.
Challenge
How might we simplify the AC servicing post-booking experience and minimise workload on operations?
Problem
Research
How do the users think and feel?
The operations team is affected by manual rescheduling but I wanted to know more about how the users are dealing with the current process. I mapped out their emotions to understand user frustrations.
User during booking/Session 1
User after session 1 completed
Users are very unsatisfied with the post-booking experience,
due to confusion and anxiety, leading to higher cancellation rates.
Sendhelper's Supplier app
Service partners can track and manage their jobs from this app
How do suppliers interact
with their jobs?
A Sendhelper app user by Service experts to receive job requests from users. Experts can accept jobs, send billing proposal to users and keep track of all the jobs they have accepted.
From the suppliers' POV
On discussing with the operations team, I uncovered that service partners also faced few pain points. This includes:
Research insights
Manual tracking is inefficient
Customer queries can be avoided
Users need more control and visibility
Solution
Arriving at the solution with brainstorming
Based on the research insights, I brainstormed some ideas which can help solve the problem in hand. I mapped them according to the user needs and business impact to identify which could be the most optimised and feasible solution to work on.
Solution #1
Enabling users to manage their AC bookings in-app
By providing a way to access and manage booking details, users can continue without operations team intervention.
Collect relevant information
By collecting additional information on service details, users feel confident as we care about their ACs.
Providing visibility and control
Users can view, reschedule & cancel sessions on their own. This would reduce dependency on Operations team.
Establishing prompt communication
To reassure users and provide feedback on their decisions, invoices, EDMs and in-app notifications are deployed.
Solution #2
Increasing job details visibility for service partners
Helping service partners get a better grasp on the situation and to be prepared for the service before they visit the user's location.
Defining the solution for execution
To achieve these solutions, I created a list of action points to follow:
Design
Designing an intuitive booking experience
On top of the existing flow, I designed the main flow with first-time user in mind. This ensured that they can easily understand and provide details relevant to their ACs and have grounded service expectations.
What details do we collect on priority?
One key issue was that service experts often had to extend service visits because they lacked the specific details about the customer's AC units. To address this, we identified the specific details which the service experts needed.
Based on common occurrence, it comes down to two key points:
Designing a reliable
post-booking experience
When a user opens their booking details page, I designed to ensure that users have full control over their booking. From accessing their invoices to cancelling the yearly maintenance package, the users must have the option to control it all in-app.
Designing a streamlined supplier experience
The supplier app is updated to display the newly collected user details to the service experts. This ensures that the suppliers are aware of any AC specifics before they visit the user's location.
tHE TEAM
Cross-team interaction and iteration
Throughout the project, I worked closely with the PM and Operations team to refine the requirements. Once designs were finalised, I handed them over to the engineering team and supported them during development by answering questions and resolving any issues with component usage or design logic.
Launch
Putting everything together
After development, I conducted design QA and user acceptance testing (UAT) to ensure that everything worked as expected. Any bugs found were logged in Jira and fixed based on their priority.
Once the staging environment reached a satisfactory state, the new AC servicing experience was launched!
The final prototype
Have a look at the AC servicing booking flow, collecting relevant information about the user's ACs
Results
And the results were a success!
25%
drop in cancellation rates, in 4 months!
