IMPACT HUB, OAKLAND: ONLINE BOOKINGS
Impact Hub, Oakland (IHO) is a rent - a - coworking space for social entrepreneurs.
IHO is looking to improve their online booking experience in order to reduce the number of customer support calls and emails.
OVERVIEW
OBJECTIVE
"Reduce calls to customer service with better User Experience."
The intention of IHO was to increase members engagement and reduce phone calls and emails made to IHO by providing users the information they need through a website. Booking a venue and signing up renewing or canceling memberships result in a lot of phone calls to the IHO customer service. Our challenge was to reduce these phone calls by building a better UX on the IHO CRM portal.
Role
I was on a team of three UX designer. My role was to do research, create an empathy map, talk with stakeholders, ideate solution, annotate wireframes and prototype, and a comprehensive solution for Impact Hub, Oakland.
Duration: 3 Weeks.
SOLUTION
"Clear, Intuitive and Efficient."
Simplicity, Intuitiveness was the key. Our research concluded that excessive noise on individual web pages and too many redirects to complete a single action was the key to confusing users. Our goal was to make the User's flow Clear, Simple and Efficient so that user can efficiently with their booking until completion. We took into consideration information hierarchy, visual hierarchy and iconography to help users comb through all the information necessary in making an informative decision on a conference room/event venue. Our goal with this design was to encourage users to start to relying on IHO website.
RESERVE A CO-WORKING SPACE ONLINE.
Tools & Methods:
Concept Design, User Research, Surveys, Competitive/Comparative Analysis, Empathy Map, Users Personas, Wireframes, Prototyping, Usability Walkthrough.
Tools - Sketch, Invision, Paper + Pen, GoogleForms.
PROCESS
We started with trying to understand why? , Why it is so hard for IHO users to accomplish tasks on the website. We spoke to several users and went through customer logs.
Understanding the problem
We started exploring the website and using it by ourselves. We conducted a heuristic evaluation of the website, which helped us identify pain points and paved the way for user research.
Walkthrough on the current website. ;
It was time to test out theory now. We conducted on-site and off-site usability testing and incorporated suggestions and feedbacks into our design. Members of IHO, as well as, non-members were tested to uncover the hidden problems from the website. Further, we prioritized features which needed more attention during design process based on insights gained from usability tests.
Navigating between Stakeholders and Developers.
Now we know what needs changing and fixing, it's time to meet the stakeholders and developers to understand what's possible. At this point, we had a good sense of understanding around what we need to fix and what's possible on the CRM that IHO was using.
DELIVERABLES
