Improving Help Home Experience
| 2023-24
My Responsibilities
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Planning & Strategy
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Research
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Information architecture
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Visual & Interaction Design
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Prototyping
Key Skill
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Creating vision, plans & strategy
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Cross functional collaboration
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Problem solving
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System Design Integration
Background:
Care-tech is a large ecosystem comprising various moving parts coming together to offer a broader service - Help and Resolution to the users of Gojek services.
As part of a broader service design initiative, I took charge of leading and conducting a series of workshops and mapping activities. The goal was to foster collaboration among team members and align everyone towards a common focus on enhancing the end-user experience.
To interested in understanding details of this initiative, please refer to the following link - Help & support -Service design
Throughout the service design activities, we strategically established milestones and alignment points to address specific challenges. Notably, our efforts were concentrated on tackling the following key problem areas:
Why Improve help home?
Users carry with them tons of anxiety, negativity and stress while approaching for help & support. Help Home page acts as a crucial touch point for users facing an issue post completing an order.
We have 2+ million users come monthly to gojek help
They spend 6+mins to find & report an issue
200k Users created tickets via help home.
Working closely with service excellence & data team gathered list of issues to understand what is the nature of issues that have been reported.
Fact:
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All issues reported were either Post order or non-order related.
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Type of the issues would change as per situations. Displayed data was extracted for April 2023.
Current Journey
Users come to help home to raise Post & non-order related issues
Level 2 issue list
Profile
Gojek home
Current help home
Level 1 issue list
What users want?
User expect gojek to intervene and resolve their problem
Users carry with themselves tons stress & anxiety. Their first option is to try solving the issues by themselves , if issues is not resolved they turn to gojek help to provide assurance & relevant resolution.
User Pain Points
Current help home does not match users mental model and expectations
What does gojek need to do?
Provide Assurance to ease anxiety & stress.
Give users perception that they have been heard & their resolution process has started.
Make things simple and intuitive
Use familiar labels and organise content logically to help users find what they're looking for quickly.
Be empathetic, transparent & resolution focused
Empower users by being proactive, giving them clarity and relevant information with focus on resolving their issues.
Research & workshop
With help of stakeholder workshop, card sorting & qualitative research we identified important features and categorised users expect & need on help home. Also aligned these categories with business to create a balance in experience. Further creating re-organising the information architecture for help.
Concept wire-framing
Design Specifications
First Impression
Establishing a positive first impression is our primary goal, emphasizing empathy and reassurance. We've explored various concepts and conducted qualitative research to gauge user sentiments and reactions.
Option 1
Using meditative visuals to help users calm down
Some users did not notice nor felt calm while the ones who noticed it did not relate to it.
Option 2
Using a mascot for assisting to provide assurance.
Users paused when they saw the illustration. User associated with the character and felt that they would connect to an agent.
Dedicated to convey to our users that we (gojek) are focused and committed to resolving their issues. Our design approach emphasises on showcasing the what is important, reflecting our seriousness in addressing their concerns. The below banner section is dynamic in nature and expanded when there is an active ticket displaying the status of the ticket.
In order to be proactive, we provide timely communication in the same section via mass announcements, ensuring that users are informed about any known issues in Gojek services.
Aligning with system design to create dark mode friendly motions.
Understanding the vibrant brand persona of Gojek, identified the necessity for a more comforting ambiance during moments of concern.
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In response, Initiated a request with the Design System team, presenting a compelling case for the integration of pastel colors into our system.
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Taking the color integration a step further, we utilised color tokens to build depth within the system, ensuring scalability for a dark mode-friendly Lottie animation.
Shortcuts/Quick Links for easy access of the issue.
With the help of the DS model we will present a curated list of issues upfront for faster and easy access. Also provide quick actionable
Previous Order
Based on data, the 2nd highest number of reported issues are related to Post Order. To address this, we are displaying order history for users to easily select the specific order they are experiencing issues with.
My Previous tickets/ reports
Access all the previous tickets.
Search by categories
Drawing insights from IA research, we have organised related issues based on user mental models, ensuring easy navigation and effortless access to relevant information
*Currently this project is in dev pipeline. Awaiting impact.
My Learnings:
Leverage expertise - While we did the traditional research with a group of hand picked users and tried getting an understanding. I realised there were agents and other team members who were more closer to reality than what we gathered from a traditional research format. Using their expertise and knowledge helped us practically innovate and build a product with empathy in the centre.
Keep Moving Forward- Since this project had its ups and downs with vagueness in the process and execution process. It taught me patience and be creative to keep driving this.
Furthermore, this experience provided me with a unique opportunity to collaborate with systems designers and developers, offering fresh perspectives and insights into product development methodologies.