Discovery

To deeply understand the core business problems I conducted stakeholder meetings with the daily operations teams, market managers, and the Chief Operating Officer. The intent was to uncover the core problems happening on move day that were creating issues and preventing a seamless customer experience.

Key problems we uncovered:

• The Pros were not empowered with a tool to do a proper pre-move walkthrough of the inventory required

• Third-party moving trucks would sometimes show up late or not at all and the teams had no way within the app to alert HQ or market managers of any foreseen issues

• The app did provide a proper way for the Pros to review any pre-existing damages to customer belongings

• There was no way to view or add contextual notes pertaining to location data about a move and or customer inventory

• If there was an issue during the move, the Pros were calling support directly and were easily frustrated by the lack of proper response.

 Existing designs

What these screens do

When a Pro starts a move they are provided with the screens you see above. The intent is to act as a tool that allows the captain or Pro to capture data points about the status of a customer move. For instance, there is a clear start time indicating when the move began along with a counter indicating the amount of time the move has been active. Underneath you will a series of buttons that allow the Pro the ability to access specific information about the move details, and locations, as well as a tool to alert HQ of a time runover. The Pro can also access specific info about the conditions of the move and the customer inventory.

What it failed to solve

Within this design there is no way to regulate the expectations of job quality, flag any issues with inventory, add or review any contextual notes pertaining to information about the move details, no pre-move walkthrough, no customer walkthrough ability to flag and prevent any possible damages that may occur to improper packing, no organic way to flag any issues that may occur throughout the duration of a move.

My Process

Research

I conducted meetings with stakeholders from the daily operations teams, market managers, and the Chief Operating Officer. The intent was to uncover the core problems happening on move day that were creating issues and preventing a seamless customer experience.

Based on the data from over 30,000 moves, insight from daily ops, and user feedback we uncovered the core issue was the app lacked proper guidance and real-time quality assurance in the way of guiding the Pros to assure quality prior to, during, and after a move. it became clear that we needed to design a system that prompted the users to accurately assess the status of the move along with the corresponding elements, like truck status, tools, damages, etc.

We utilized the design thinking framework to understand the problems and prioritize the solutions for this project. I worked with the PM to define the strategy and scope, once that was in place we set to design the structure, skeleton, and surface of this product solution.

Define the objectives:

• Design a move dashboard empowered with a set of tools that help guide the Pros to effectively ensure a quality move.

• Dashboard functionality must-haves: Ability to start a job, end a job, clock in, clock out, edit start time, visually track the active duration of the move, access quick support, and view team members.

• Educate the Pros with a prompt (specifically new workers) after they clock in to check off quality assurance points that indicate how an excellent move should be executed.

• Design a pre-move walkthrough where the Pros and/or team captain would assess the variables at hand with a guided questionnaire that would alert HQ of any unforeseen issues.

• Design a customer walkthrough flow where the team captain would assess in detail the inventory and home of the customer to capture any damages to floors, walls, and/or belongings. This would require a damage checklist and the ability to take and upload photos of the damages. The goal here is to reduce the appeasement rate the company would need to pay out if anything was damaged during the move.

• Design a note viewing and editing experience that highlighted the customer’s inventory list, property details like parking instructions, gate codes, etc. We also needed the ability for the Pros to add and edit any of the details as well as upload photos of specific inventory items prior to being taken apart. This would ensure the next group of movers had a details list and visual of how a piece of furniture should be built once they arrive at the customer’s destination.

• Design an experience that allows the team Captain to flag any issues as they come up during a move. This was instrumental in reducing end-user frustration and limiting support calls to HQ. Once an issue was flagged there was usually a 15minute wait time that we displayed to indicate the issue was received and an expert will be calling back to assist.

• Access to the move details: Customer address and locations, contact info, inventory list, team members, and Pro start times.

User journeys and workflows

Wireframes

Prototypes

Exploring design concepts

Below is the interim move dashboard design I came up with and shipped a year prior. This was a large improvement from the previous design but mainly from a cosmetic standpoint. This design, though functional did not elicit the proper behavioral patterns required for the business to operate seamlessly during a customer move.

Iterations for a new goal

Test with end-users

We conducted interviews of the initial prototypes with our Pro council of select end-users within the workforce. We received amazing feedback and a lot of happy and excited faces. They were thrilled to see these long-awaited features being applied to the app.

Who we interviewed: A council of Bellhop workforce end-users that aligned with the personas.

• 4 Fulltime Pros

• 2 Partime Pros

• 1 Gig worker

We conducted real-time interviews over Google Hangout to review how the Pros interact with the app during their daily routines. We observed behavior patterns and facial expressions along with verbal expressions of what and how the design made them feel and why.

Revolutionize a solution that understands and solves the complex business problems needed to ensure a quality move for customers, while improving workforce behavior within the Bellhop Pro mobile app.