Increasing order completion rates
Time
H1 2021
My role
Senior Product Designer
Scope
Product design, visual design, product strategy, user research
How it started
Goal
How can we ensure that all orders assigned to service providers are fulfilled?
How to measure the result?
The number of orders completed by a single service provider will increase
The volume of support requests will decrease
The number of ratings and reviews received by one service provider will increase
OK, we need to research. I did it like this ?
I asked the recruiters to select service providers who had been assigned more than 30 orders in the past month, had a high rating, and had failed to show up for an order twice during that time
After the interviews, I compiled a list of the main reasons that service providers most frequently mentioned during the conversation and in the questionnaire:
Great! How can we quickly fix this?
Call the service providers and ask if they are going to show up for their shift tomorrow
The product manager and I realized that making calls to service providers across various cities and zones, though costly, could quickly resolve our problem. After consulting with the CPO, we received permission for a two-week experiment in one city
The call center worker's workflow that I created for the presentation to the CPO in order to convince him to allow the experiment
What were the results?
The number of completed orders increased by 75%
The volume of support requests decreased by 10%
What’s next?
We had no doubts that the experiment would be successful, but we also didn't forget about the financial burden it placed on the company. Therefore, we decided to further develop this idea and provide service providers with the option to confirm whether they will be able to attend their shift or not through the app
What do we, as a business, want?
To know the work schedules of all service providers with minimal expenses incurred in obtaining them
What is our goal?
Build a user-friendly tool for service providers to manage their weekly plans, with the ability to swiftly modify their schedule as required
The work was divided into stages in such a way as to retain the benefits we gained from calling the service providers, while reducing the financial burden on the company
Stage 1
Transition from the call center to the app for service providers to confirm their shift for tomorrow
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Design Approach
What were the results?
NDA percentage of tradies confirm their shifts in the app
Calls from the call center to tradies decreased by NDA
Stage 2
Weekly Work Schedule Planning in the App
Based on our experience with confirming work shifts for the next day, we decided to expand its functionality to collecting tradies work schedules for the entire week
Additionally, I proposed a non-monetary motivation system for the service providers. Those with high ratings will receive advance notifications for schedule submissions and have the opportunity to choose days and times that suit them. For service providers with lower ratings, we suggest analyzing the dynamics of their ratings, and if positive, offering them more work slots
How was it launched?
We launched a test version of the feature with five partners and approximately 200 of their contractors. Throughout the testing process, we maintained constant communication with our partners to address any bugs and improve the user experience.
