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

Overview analysis flowchart

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

Qchang heuristic evaluation

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

platform high level flowchart

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

Qchang customer journey map

TO-BE Contractor Workflow Design

drag image to scroll

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.