Redesigning The Help Center Service

我身為時常使用共享機車服務的騎士，曾在經歷租借Goshare中發生緊急狀況。在這項專案中，我分析騎乘中的狀況了解問題種類。為了確保有限的人力支援成本能夠服務到真正發生緊急狀況的騎士，我為系統進行問題處理分級，讓遇到各種狀況的騎士能夠及時得到幫助，而快捷的回報系統也協助平台即時得到通知進行修復。

As a rider who often uses scooter sharing service, I had experienced an urgent situation in Goshare before. In this project, I analyze the situation in the ride to understand the type of problems. To ensure the limited human resources can help the riders who really encounter the urgent situation, I classified the problem solving for the system, which makes riders can get help in any case immediately. The platform can also get a notification with the rapid report system to fix the problem.

Product

Goshare

Role

UIUX Design

Prototyping

Completion

2021

3 Weeks

Tools

Figma

GOAL

優化頁面提示與引導，使流程讓騎士在遇到問題時，快速地依據狀況得到需要的協助

Improving the guidance of interface that riders can get proper support when they meet problems.

CHALLENGE

為了減少騎士遇到狀況時在頁面操作上的負擔，我在設計模組的資訊與頁面安排上，做了多次的反覆確認與評估。

To reduce the pressure of operation when riders meet accident, I have repeatedly confirmed and evaluated the information and page arrangement of the design module.

RESEARCH

透過騎乘經驗訪談，蒐集與了解騎士遇到各式狀況時的反應與執行動作

Through interviews with riders, I get more information about what they would do and feel when meeting any urgent situation.

Strategy

為系統進行問題處理分級，讓遇到各種狀況的騎士能夠及時得到幫助，而快捷的回報系統提升騎士回報意願，協助平台即時得到通知進行修復，穩定系統的服務品質。

I classified the problem solving for the system, which makes riders can get help in any case immediately. The rapid report system improves the willingness to report, which also helps the platform get notifications quickly to stable the quality of service.

ANALYSIS

整合訪談與常見問題，並依據立即性與緊急度進行程度分級

Integrating FAQ and the situations from interviewers, then classify the problems according to the immediacy and the urgency.

立即性：需立即進行回報

The immediacy: Report as soon as possible

緊急度：需立即得到支援

The urgency: Get support as soon as possible

USER FLOW

問題回報，分為車輛預約中、完成行程後，兩種情境操作流程。

高緊急情況，可分別於幫助中心與線上客服快速得到協助。

Dividing Problem report user flow into two scenarios: Reserving & Completing the ride.

In Urgent Situations, we can find quick support in Help Center or Customer Service.

PROBLEM REPORT

Reserve

PROBLEM REPORT

Completed the Ride

CUSTOMER SERVICE

Urgent situation: Car accident

PROBLEM REPORT

Reserve

1/3

WIREFRAME

FINAL DESIGN

問題回報

Problem Report

幫助中心

Help center

新增緊急狀況快捷選項，讓騎士能在發生狀況時一鍵得到協助

Added emergency shortcut option that allows riders to get help with one click in case of emergency.

為預約及結束行程畫面提供快捷版的問題回報，減少複雜的問題輸入，提升騎士們回報問題的意願；預設版提供問題分類的選項，引導騎士提供準確的問題說明

Create a light edition for reservation and finish pages, which provides riders with frequent situation buttons without detailed typing to improve their report desire. The default edition allows the rider to choose a problem type in advance that helps them provide a more accurate report.