Qchang
Project
Qchang
Role
Interaction Design, Team Lead
Duration
Jan 2021 - August 2021
Project Vision
Qchang is a platform that connects service providers with customer who needs help with their home. The service areas listed in Qchang are ranging from construction, electrical, plumbing, etc. The product aims to provide a mobile-based application for the customer side and incorporate digitization and automation to improve the UX of the product.
Challenges
1) Migrate existing product from web-based to mobile application
2) Design a new end-to-end journey of the platform that will be ready for scale-up
3) Provide seamless service providing experience for both contractor and customer
4) Create a tool that helps the service provider manages work more efficiently and can increase the capability to accept jobs
Process
Service Planning
Platform Architecture
Interaction Design
User Interface Design
01 Service Planning
Overview Process
To design a new service for Qchang, we decided to map out the overview of the existing service, separated by different swimlane for different users interacting with the Qchang platform. The objective is to understand the relationships to define the project's scope.
Heuristic Evalutaion
Moreover, we conducted a heuristic evaluation for the existing service provider's web app to identify user experience and user interface problems.
High Level Platform Structure
We then conduct a workshop with Qchang team to collect input, experiences, and their main obstacle to formulating an end-to-end holistic view of the to-be platform. The structure allows the team to see the same picture and visualize each platform module.
02 Platform Architecture
Customer Journey Mapping
TO-BE Contractor Workflow Design
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The team decided to focus firstly on the two modules of the platform(onboarding and working module of the service provider) for the first phase, and we conducted user interviews to map out the customer journey. After mapping out the customer journey and gaining customer insights, we designed a new service workflow to see the details of the process and use it for service design prioritization.
Information Architecture
Mapping out the information architecture allows us to see the details and data groupings in each platform function.
03 Interaction Design
Using data gained at this stage, we conducted an interaction design of the screens used by the service provider that will be Qchang's partner.
Register Module
An interaction design of register module containing features of KYC(Know your customer), personal/work information fill-out, service provider training, and financial data.
Work Module
An interaction design of the work module contains job management, team management, work planner, and quotation assistance features.
04 User Interface Design
The user interface design of Qchang focuses mainly on emphasizing the information to be easily understood and accessible by the service provider.
Core Functions
KYC
VERIFICATION
KYC or Know Your Customer is the process where users provide personal information by using citizen id(OCR technology) and the user's photo to verify their identity.
JOB
MANAGEMENT
Job Management allows service providers to accept jobs, receive job notifications, update job progress, and easily send quotations to their customers.
TEAM
MANAGEMENT
Team Management allows the service provider to add and manage their team members.
WORK
PLANNER
Work Planner is a calendar-based feature where service providers can see the overview of their jobs and customize the job criteria to fit their needs.
