Product Designer
Providing Order AC Service Anywhere Anytime By App
Focus on making digital experiences that boost business and solving problem
AC Care is a company that provide Air Conditioner services such as repair, installation & maintenance. They tend to make a big step up to change the way in ordering the services to online order.
Background
After observing customers, the company found a problem with the process of ordering their AC repair services. The service ordering process is considered not concise, slow, and takes a long time. Companies realize that customers ordering services from them is the main goal of business.
Assessing underlying issues in the existing ordering process
The purpose of this order flow is to get some information before dispatching a technician to perform repairs.
Some of that information is:
AC’s problem
The day & time
Location
Customer identity
Review information
Order confirmation
Closer Look
If we take a look closer at the current flow, theres some steps which makes communication between customer and admin inefficient.
1. User can’t book service outside the company’s work hour
AC’s problem can happen anytime, even at the night. Dan ketika itu terjadi, dengan situasi saat ini yang hanya melayani pemesanan di jam kerja perusahaan, kebanyakan yang terjadi pelanggan harus menunggu hingga besok pada jam kerja untuk memesan layanan service AC.
Menunggu layanan buka adalah sebuah pain, orang-orang ingin ketika AC mereka bermasalah, mereka bisa langsung memesan layanan service AC. Mereka ingin AC mereka segera diperbaiki, atau setidaknya mereka telah memesan layanan perbaikan AC untuk besok. AC bermasalah dan layanan perbaikan telah dipesan, masalah teratasi. Saat bangun pagi, beraktifitas seperti biasa dan voila! teknisi AC sudah tiba.
Dengan membuat pemesanan bisa dilakukan kapanpun, maka perusahaan berpeluang untuk mengakuisisi pelanggan, bahkan di luar jam kerja.
2. Customers put more effort with admin in communicating to choose a suitable day and time.
Customers have to wait for the admin to check the available schedule. Also the admin also adjusts the schedule according to the customer. As in the illustration beside, is a picture of communication that often occurs in the field. The communication took quite a long time.
The fact is, the comparison between the number of air conditioners and the number of technicians is very far. This makes the selection of repair days and times a bit difficult.
Goal 1 : How might we make customer can order anytime ?
Goal 2 : How might reduce customer effort in choosing the time and day of repair?
The goals are clear, the possibilities are wide open. Now is the time how answer to those challenges.
Adults with middle to upper economy
Based on our regular research, most of the users are:
Live in a big cities
Busy working
Come from middle to upper economical level with spending IDR 400k - 10.00k
Order AC repair service when their AC is not working correctly
The Needs are:
Fast response
Quick & seamless way of order
See available day & time AC services that match with their activities
Electronic Repair Services App
To understand where we stand, I decided to take look at how other electronic repair services app processing order. There are 3 platforms that going to analyze. These 3 platforms are electronic repair services app who have used technology.
1. Seekmi
The order flow is similar to AC Care, asking for ac problems, ac details, customer data and location. Seekmi displays some common problems with air conditioners that customers can choose from.
In the AC detail section, the information requested is quite detailed. For the time, Seekmi gives the opportunity to choose hours according to customer preferences.
OK Home
The order flow is similar to AC Care, asking for ac problems, ac details, customer data and location. Seekmi displays some common problems with air conditioners that customers can choose from.
In the AC detail section, the information requested is quite detailed. For the time, Seekmi gives the opportunity to choose hours according to customer preferences.
Bottom Line
In this competitive landscape, I conclude that they want to give customers the ability to choose a repair date according to their preferences. In the order process they are also aware of the AC problems experienced by their customers. And both have a streamlined ordering flow.
After researching several competitors, it's time to find a solution.
Solution Problem 1:
How might we make user could book our service outside the company’s working hour ?
How we provide that ?
Develop online AC services online
Solution Problem 2:
How might we reduce customer’s effort in booking services?
How?
Provide an information of available date & time of services
Allow customer to comfortably choose date & time of service with their preference
Can’t Book Service Outside The Company’s Work Hour
Aplikasi AC Care, yang tersedia 24 jam untuk memesan jasa service AC.
Solution Problem 2:
How might we reduce customer’s effort in booking services?
How?
Provide an information of available date & time of services
Allow customer to comfortably choose date & time of service with their preference
