Redesign and Research-CIRCLES-UBI
Project Description
This project is based on the real application Circles UBI, aiming to design and research new features and ultimately create precise models that can be used for practical business purposes. Our career goal is to provide targeted solutions to meet user needs and enhance user experience by gaining deep insights into user behaviors and preferences. This project has provided us with valuable user research experience, helping us better understand user requirements to achieve our career goals and create features and functionalities that better meet user expectations.
My Role
UX Researcher
UX Designer
Web Designer
Time
2024
Tools
Figma
Photoshop
Research Tools
UX STRATEGY
A more active, user-friendly and popular application can be built by optimizing community interactions, enhancing the customer service experience, strengthening user education and guidance, optimizing incentives, and continuous improvement and user feedback.
Research Findings
1/ Users prefer to use online chat or phone calls with the Customer Service Representatives when they urgently need help rather than sending emails. They like features such as knowing when customer service is available online and being quickly matched with a representative. However, some users are confused about what certain features, like the wallet in the community section, are for.
2/ Users really like having personal profiles and getting recommendations based on their interests. They also find the Top Ten recommendations helpful for finding popular stuff quickly.
3/ Circle Points are great for promoting shops, and users can earn them by doing different things, which encourages them to get involved in the community. Sharing activities also helps users interact more and share their experiences.
4/Users value the establishment of chat groups for different services or commodities on the platform as it facilitates their search for business opportunities or required services. This indicates a preference for organized and categorized content, enhancing user experience and efficiency in finding relevant information, getting advice and support.
5/ Users greatly appreciate the addition of a personal, professional and social star rating system, indicating its importance in enhancing user experience and establishing trust among users. The star rating system serves as a valuable tool for users to evaluate the reliability and quality of individual sellers or businesses. This feature contributes to fostering a transparent and trustworthy environment within the platform.
Research Insights
1. Users prefer using online chat or phone calls for urgent matters instead of email. This shows they like to solve problems quickly using chat or calls, highlighting the importance of efficient customer service.
2. Users enjoy personalized recommendation features like personal profiles and interest-based suggestions. They want services that match their preferences, which will make them happier with the platform overall.
3. Circle Points are very effective in promoting and engaging users. Using Circle Points to advertise shops encourages more community involvement. This shows that adding fun elements like Circle Points can motivate users and create a sense of belonging in the community.
4. Letting users rate individuals based on their social, personal and professional skills help others make smarter choices and decisions. Encouraging better service or products from users aiming for higher ratings makes it easier for users to find popular and trustworthy individuals or businesses.
Interview/User Journey
Design Principles - Customer Service
In addition to FAQ and Announcements, provide human to human conversation by using live chat support, i. e. message or phone consultations for urgent matters. Create an option for the user to attach the screenshots to document the issues with the server.
1/Message :
Provide an intuitive and easy-to-use
messaging system for users to send and receive messages
effortlessly. Design a simple and clear interface where users can
easily view message history, manage contacts, and filter spam
messages. Offer real-time notification features to keep users
informed about new messages promptly.
2/Frequently Asked Questions (FAQ):
Establish a
comprehensive FAQ page covering common questions and solutions. Use
clear and concise language to ensure users can easily understand
both questions and answers. Implement categorization and search
functionality to enable users to quickly find the questions and
answers they're interested in.
3/Phone Contact:
Provide an option for phone contact
within the application, allowing users to directly reach out to
customer service representatives.
4/Announcements:
This will be a feedback channel that
received feedback will be displayed here and cell phones will be
notified.
Design Principles -Community
Create a community engagement platform that encourages positive behavior and earns additional Circle Points for participation, as well as attracts new users and facilitates interaction between users.
1/Establish a community forum: Establish an open community forum where users can share their experiences and communicate with each other, and where the user interface is easier to use and more intuitive, which is conducive to user participation.
2/ Set up a reward mechanism: Design a reward mechanism that encourages users to show positive behaviors in the community, such as making valuable posts, providing helpful suggestions, or helping other users solve problems. These positive behaviors can be rewarded with additional Circle Points.
3/ Establishment of groups for different services or commodities to facilitate users to look for business opportunities or personal required services on the platform.
4/ Merchants use Circle Points to promote their products and services. They also set up a popular product recommendation competition to display popular products or services for users and enhance user stickiness.
Rating System
create a comprehensive and fair evaluation framework that promotes positive interactions, professionalism, and personalization within the platform.
1/A subjective rating of an individual or merchant based on
transactions or conversations.
2/ Real-time online rating,
positive or negative.
3/ Display star ratings in the profile
at all times
4/ rating system:
Establish a multi-dimensional
rating system that allows users to rate individuals or businesses
based on different aspects. For example, set up separate rating
categories to assess social , review quality, professional, and
personalized service.
