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.
Reserve
Completed the Ride
Urgent situation: Car accident
Reserve
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.
LIGHT VERSION
預約
Reserve
快捷回報鍵置於取消方塊的下方,於開始騎乘前發現車輛有狀況可即時通報再做取消
The report shortcut button is below the canceled block. If riders find any problem with the scooter before starting the ride, they can immediately report and cancel the reservation.
LIGHT VERSION
還車結束行程
End the ride
新增快速回報及客服導向鍵,騎士可在選擇結束行程時,依當下行程進行快速回報或請求協助
In addition, riders can easily find the report shortcut button and customer service to get support when they decide to end the ride.
DEFAULT VERSION
問題回報頁面
Problem Report
01
提供問題回報成功提示
Provide the success propmt of the problem report.
02
問題分類選項,引導騎士提供準確的問題說明
Problem type options that helps riders provide a more accurate report.
03
詳細資訊可補充於訊息欄
More information can add in the below blank block.
客服中心
Customer Service
01
客服小幫手初步提供緊急與常見的問題選項,讓騎士能快速選擇得到初步協助
Service helper provides urgent and frequent problem options to help riders get initial support.
02
透過小幫手提供問題篩選,協助後台專員客服透過訊息緊急程度,進行優先處理
Through problem filter from service helper, which can help backstage system to arrange what problem needs to be dealt with in person as soon as possible according to the urgent level.
情境1 發生車禍
Scenario1 Car accident
情境2 遺失物品
Scenario2 Lost and Found