About Enjoy
Enjoy partners with brands like AT&T and Apple to hand-deliver their technology products and provide free Expert setup. Experts focus on providing a 5-star customer experience. They drive to the customer’s location, deliver the product, make sure our customers are set up for success with their new technology, and offer additional solutions when needed.
Timeline
3~ Months
Kick off: 4/20 - 21
MVP pilot: 5/12 to 6/1 - 21
Global MVP Launch: 6/2
Team
1 Product Manager
1 Full Stack Engineers
1 Backend Engineers
1 Data scientist
1 Operations Manager
Field managers
My Role
Lead Product Designer
Wireframing and flow mapping
UX / UI build for data concept
Pilot feedback sessions
The Problem
The company’s focus was to become profitable and a lot of emphasis went to increasing Revenue Per Visit (RPV). This led to Experts spending more time in visit, affecting their visit duration, late arrivals and missed visits.
Field Leaders and Experts didn’t have a way to easily gauge if a visit was productive because of friction between our Visit Duration and Revenue Per Visit (RPV) goals.
Goal
How might we remove friction between metrics and help managers coach towards productive visits?
Build an integrated data platform to highlight time well spent that is intuitive, easy to read and manage by non-data scientists.
Process & Work
Agreeing on key elements
Before starting design, I worked with my team’s product manager and data analyst to determine must have functionality.
Interaction Journey
Once establishing which data components were most important to include, I created a flowchart mapping out how these data components were to be interacted with and what additional information or action we could enable from these interactions.
Wireframes
Before starting high-res design and UI I make sure there is agreement across stakeholders on the general direction by providing wireframes of key screens and components.
High-Res Mocks & UI Design
Once I had a general understanding of how the components would be laid out in a page and design tokens had been established I worked on each component individually and spent time creating all the different states and instances that needed to be accounted for.
Testing & Learnings
MVP Implementation
We started by implementing a raw version of the design so we could start gathering feedback as fast as possible
Validating Concept & New Ideas
With the MVP implementation we were able to learn the following:
Additional Explorations
Mobile Screens
I loved some of the feedback we had received from expert’s managers and the idea to empower experts to self manage their performance by giving them access to their own metrics. I then created some mobile explorations which. were not implemented as our focus was on improving coaching and better communication from leaders and coaches.
Impact
While we didn’t exactly hit our goals we did see a ton of progress towards our goals. There were multiple initiatives through the company working towards solving for missed visits, keeping visits contained to less than 45 minutes and increasing revenue but we were confident that providing this powerful data to leaders impacted the way that they coached their teams.