Kansaranat Pear Nerngchamnong was born and raised in Bangkok, Thailand. She received a BFA in Film and Television at Savannah College of Art and Design. Prior joining Parsons The New School for a master degree in Strategic Design and Management, she worked in the field of film production, as well as event management. Her interests and curiorsities revolves around service design, experience and social innovation, films and sound design, gummy bears, and human interaction.
Project : Moving Assistant
Digitizing an offline service request
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Auto-ethnographic walkthrough
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Content Analysis
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Interviews
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Surveys
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Thematic Analysis
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Usability Test
PROJECT DESCRIPTION:
The product is a mobile and web app that lets users request delivery services from available drivers. The original app grouped all additional service options under one section. Customers and drivers have reported issues with the additional services tied to delivery orders.
Scope
Prioritize moving assistant related action for the additional service investigation:
✔️ Top selected services across most markets
✔️The nature of the moving assistant related service aligned with the business priorities
Research phases
1. Discovery:
Understand the current state of the moving assistant related services (performance, experience, pains, and existing expectations)
2. Solutions:
Identify the solutions and test the design functionality
Research: Discovery
Root cause discovery
Customers and drivers have a mismatch in their understanding of the service scope for moving-related services, so disputes often surface at delivery.
How did the mismatch occur?
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Drivers received training and service scope education through driver training sessions.
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Customers rely on what they see on the app. The current customer app lacks service-scope education, leading users to form their own assumptions about what’s included and what's not.
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The current arrangement of the additional services is grouped all together despite representing different needs (service, equipment, extra fee), which could hinder users from properly selecting all the choices they need
Ideate - Solution - Test
Solutions (first phase)
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Increase awareness by changing the service naming.
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Reduce service ambiguity
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Options for the two distinct service natures in a simple, less text-to-read approach
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Include core information that was lacking in the original layout and causes disputes (both customer and driver app)
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Considerations
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Power users will be using this service multiple times. Much longer steps to complete each order can create huge frictions
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Flexibility for different business use cases (e.g., Some business is unaware of the delivery conditions at the end stops)
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Include only the must-have info that will impact price and service needs.
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Make it clear that it is optional and users don't have to input all information asked on the app if they don't have the visibility.
