MY PANDA
Contributions
App Redesign / UX Research / UI Design / Product Design / Information Architecture
Service
B2C
Industry
Gig Economy
Role
UX / UI Product Designer
MY ROLE
I was responsible for increasing user volume/decrease app abandonment rate by enhancing the efficiency of the booking process and decreasing navigational confusion. This was a complete app redesign from beginning to end.
KEY ACHIEVEMENTS
Increased SUS score 54.47% by implementing an onboarding tutorial and clarity to the task selection screen
Decreased app abandonment by 22% by providing customer transparency on pricing
Increased revenue by 17% by offering tier pricing add-on services
The WHAT
My Panda (Personal Assistants Next Door App) connects working women with limited time and different needs to versatile and trusted help from within their own community. The personal assistants (Panda's) are hired to complete tasks such as grocery shopping, pet care, and home cleaning amongst other customizable services.
Think: TaskRabbit
Our PROBLEM
Without important conversions with the customers and the hired personal assistants, my team would have focused on the wrong MVP. Our problem was that customers weren't completing the checkout process and not upgrading their services to spend more. So we focused on every step from downloading the app to booking to completion of checkout. Our initial "solution" was to provide more clarity in the UX and absolution in the UI when booking a service. However through user interviews, we came to realize that customers really just didn't even understand how the current app functioned.
Our SOLUTION
Since the current app did not have any sort of Onboarding or Tutorial, I tested and designed and tested and re-designed an onboarding carousel for first time users.
The current booking process left much to be desired in terms of comprehension and appearance. Customers weren't sure what they were paying for and how much they were paying until checkout. I tested and designed and tested and re-designed a transparent booking process that also allowed the customer to upgrade with a discount.
KEY TAKEAWAYS
My PANDA had a 17% increase in revenue due to a deeper understanding of services offered and overall know how of using the app effectively. When I interviewed the customer base, I was able to comprehend what they were missing…confidence when spending their money. Once this can of worms was opened, I was able to bring a good amount of ideas and concepts to the table. However, due to restraints (MONEY!), the developers and myself were only able to implement the low cost and higher impact features.
I was super proud of the final rebranding and app redesign for My PANDA and I know that the owner felt the same way too.
