Industry
PropTech
Client
BeMovedApp
Timeline
Sep - Nov 2022
BeMoved helps Home Service Providers bring in new businesses once the home movers' move is locked in.
Project Summary
I led the onboarding and dashboard design creation of the Home Service Provider dashboard. By allocating the business a category and service, I received an 80% NPS from businesses that received immediate jobs after signing up to the platform.
This project was a massive undertaking. I was one of the two UX/UI designers in this project and was tasked with creating the Typography sets for the mobile app, as I was the main app designer and the other UX/UI Designer designing on the desktop.
I had ensured that once components have been built using base elements from the Design System - or in other words, that once complexity has been added - the Design System can still be easily understood by any designer or developer that needs to execute.
My role
Team
UX/UI Designers x2
Tech Lead
Mobile Lead
Desktop Lead
Deliverables
Secondary Research
User research (conducted by Sales team)
User stories, Personas
Wireframing and Prototyping
Usability testing
EMPATHISE
Discovery of problem space and new niche market
Based on our Consumer persona of the younger generation aged 28 - 35, it was discovered that this group moved at least 3 or more times in the last five years, according to the latest ABS (2019-2020). That’s roughly 400,000 household moves, based alone on this age group in Australia. With this large volume of home movers, there's an increasing need for home service providers to maintain and assist home movers in their move. This niche market of customers can help them unlock more business.
However, home service providers face several problems and challenges when setting up their business online:
High costs involved in moving their business online
Steady or decrease in sales revenue or not enough streams of revenue.
Already using one or several online management platforms for their business
High competition with larger or well established HSP's
Can’t take on any more customer requests with high demand for their services
A persona was created by the Sales team and me to identify some of our clients' problems and motivations for joining BeMoved.
PROBLEM STATEMENT
How might we help Home Service Providers owners acquire new customers so that their businesses can become more profitable?
IDEATE
Find customers to receive and send quotes for a service
Using the HMW statement and considering the needs of Sandra the persona, I created a set of 10 user stories under 3 epics to help me define the function of BeMoved’s Home Service Provider platform. Taking into consideration the core value proposition, I chose the following epic and user stories to create the minimum viable product (MVP).
Core value proposition - To facilitate the connection between home service providers and home movers.
The highlighted user stories were prioritised over others to determine the main functions that a HSP can perform on the platform. From this, I developed user flows for each of the 4 user stories. The user flow below shows the process of how an HSP would set up their business profile.
I developed a task flow based on the team’s discussion on what the requirements are needed for Home Service Provider’s to sign up and what information we need to collect for HSP to receive customer quotes.
Verify their business through ABN lookup
Entering their business details and services
Empty state of the dashboard showing a preview of customer requests
Enhancing the onboarding experience
ABN Lookup
The Business Name and ABN details are used to verify the business is credible as a new user signing up. If a business enters an ABN that already exists in our database, it alerts the user that it’s registered and they need to request access from the main user who had created the Business user. This prevents any user from entering a random ABN.
Get matched with customers
BeMoved requires the business user to enter an address and add at least one category and service. Entering the business address allows the system to create a 70km radius to show the business user what areas cover the 70km radius. The category and service field helps the HSP to be matched with customer request quotes for that particular service.
Receive immediate jobs
The dashboard is customised to show Customer quotes related to the services the business owner has added during onboarding. This incentivises business owners to complete their profiles to start receiving quotes.
Key Outcomes
Intuitive onboarding experience - When we instructed our current HSPs to set up their business through this new model, they proceeded through each step easily and made zero errors. However, it took them some time to find their category and/or service in the last step; we went through two rounds of usability testing to get the service wording right.
Key Takeaways
Each HSP service has its own set of requirements or conditions - Not every HSP provides the same service e.g. wall repair. Determining the quote for each service varies depending on the service category and requirements needed e.g. approximate size for a tiling job. Thus, further discussions with each type of HSP category can help personalise and improve their experience and the customer’s experience on BeMoved.
Let users inform the design - Similar to the above takeaway, keeping our users informed through every step of the design process can assist us UX/UI designers in designing a much better experience for our HSP users, solving some of the problems and challenges that were addressed in the research stage.