Olivia Wang
Oneflare Quoting
Flow Revamp
Quoting rate
3.98%
Create a smooth and easy-to-use quotation process
Oneflare, a sub-brand of Airtasker, serves as the bridge linking customers with local businesses.
Timeline:
Jan 2022 - Apr 2022
My Responsibilities:
UX
UI
Role:
Product Designer
“Making money is art and working is art and good business is the best art.”
- Andy Warhol
Introduction
Introduction
Oneflare, a sub-brand of Airtasker, serves as the bridge linking customers with local businesses. Through Oneflare, customers can connect them to the right business, and businesses can browse leads and choose the customers they want to connect with.
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For Oneflare, the quote is one of the most important parts because this is where businesses pay us, however, we have received many businesses’ feedback about their frustrations with the current quoting flow.
We think now is the time to sort out the quoting process.
Project Objectives
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Find out the pain points of the current dashboard + quoting flow
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Make the quoting flow easy and simple, so businesses will quote more often on Oneflare
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Redesign the dashboard + quoting pages to meet businesses’ needs
After a series of user research including focus groups, user surveys, user interviews, competitor analysis, user behaviour observation on FullStory, and user scenarios study, I found out businesses' frustrations and needs about quoting on Oneflare. In order to provide a more effective experience for quoting, I designed a new lead dashboard and quoting flow for both the desktop version and the mobile version.
Research Goals
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Define users’ frustrations and requirements when quoting jobs on Oneflare
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Find out what features we need to keep and what features we should add
Research Methods
PRIMARY: FOCUS GROUP
To understand the stakeholder’s thoughts, brainstorm frustrations and needs of quoting flow with the focus group.
PRIMARY: USER SURVEYS
To find out user insights quantitatively, conducted online user surveys and got 61 responses.
PRIMARY: USER INTERVIEWS
To find out user insights qualitatively, conducted 1:1 interviews with 7 businesses.
SECONDARY: COMPETITOR ANALYSIS
To Find out some common features of how other companies deal with quoting flow, conducted a competitor analysis of 3 companies.
SECONDARY: OBSERVE USER BEHAVIOUR
To find out user needs and frustrations with our current product, I studied videos on FullStory and mapped user flows.
SECONDARY: USER SCENARIOS
To find out what we currently do, screenshot the user scenarios such as desktop, mobile-web, mobile-iOS and mobile-Android.
Focus Group
In order to find out what we need to keep or change from the stakeholders’ perspective, I talked with three stakeholders in two brainstorming sessions.
Decisions
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On the job details page, remove the map and how many quotes the customer has received.
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Make all the user flow consistent. Before sending the quote, give businesses the ability to preview and confirm.
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Once the quote is sent out, see the preview quote, confirm, display success toasty with the option to open a conversation, and bring businesses back to the lead dashboard.
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Add the appointment feature. It would be the basic date & time picker. Businesses can set options for their available date & time, then customers can select a date & time.
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Put template management feature under ‘Setting’.
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The draft will exist until that job has been taken or that job has been posted more than 5 days.
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Ignore job reasons: change ‘value of job too high’ to ‘cost of the job too high’.
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Move the two buttons to the bottom and make them stick.
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Delete all the ‘job’ from the job type.
User Surveys
We sent out 2000 survey invites...
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We got 61 responses.
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We received valuable feedback with respondents providing insightful reasons for both their preferences and reservations, outlining why they desired certain aspects and why they opted against others.
How long have they been using Oneflare?
70% of participants have been with us for more than one year.
What are their main reasons for ignoring leads on Oneflare?
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Irrelevant job, not suitable for me: 14 responses
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Busy, already booked on that date: 11 responses
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Location: 9 responses
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Not enough information regarding the work: 8 responses
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Low-value customer: 5 responses
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Credits too high: 4 responses
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The job gets too many responses already: 3 responses
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No date supplied: 2 responses
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No verification of contact information: 2 responses
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Job posted too far in advance of it needing to be completed: 2 responses
Have they ever used the 'Save this comment as a template' checkbox when sending quotes on Oneflare?
77.7% said YES!
What do they expect to be able to do when drafting a quote on Oneflare?
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Have multiple templates: 9 responses
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Add a customised message: 6 responses
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Make an appointment: 5 responses
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Add an Attachment: 2 responses
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Include the businesses contact number: 2 responses
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Include more characters for the message: 2 responses
When drafting a quote, which of the following details would they find the most useful to add?
71.7% of businesses find that Personalised message is the most useful to add
How often would they share their next available appointment time (in person or online) with customers?
The answer is very polarized. 34.4% of businesses would never share their availability but 29.5% of businesses would always share their availability.
What tools do they use to manage their time?
Most of them use diary or notebook.
What online meeting tools do they mainly use?
Over half of businesses don’t use any online meeting tools.
Would they find it valuable to add attachments to their quote on Oneflare?
59% of businesses think so.
How interested are they in previewing their quotes before sending them to customers?
47.5% of businesses are very interested in this idea.
After sending a quote, what do they typically do next on Oneflare?
Over half of businesses would call the customer.
What are their opinions on the new look for the job details screen?
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23 Businesses prefer the new design.
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9 businesses like the current page because they still need to see the map and how many quotes the customer has already received.
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Others gave irrelevant answers.
What are their opinions on the new look for the quoting screen?
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41 Businesses prefer the new design, and templates are their favourite feature.
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4 businesses like the current page.
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Others gave irrelevant answers.
User Interviews
Who I interviewed
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Criteria: Businesses who quote on Oneflare frequently, actively and recently.
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Participant list: Businesses who quoted within the last 3 months more than 10 times.
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Process: We sent out 2000+ invites, got 13 responses in 10 mins, and eventually completed 10 user interviews.
We are curious about...
What do you expect to be able to do when drafting a quote on Oneflare?
Have you ever used the ‘Site inspection needed’ checkbox when preparing quotes on Oneflare?
Can you please tell me about your experience with using this feature?
Regarding the site inspection feature, what improvements do you think we can make to meet your requirements?
Can you tell me why you need these improvements?
We are considering a new look and feel for the quoting screen. What is your opinion of the new look? Please speak your mind aloud.
How valuable do you think it is to know how many quotes the customer has already received? Why?
After sending a quote, what do you typically do next on Oneflare? Why?
Affinity Mapping
After I completed these user interviews, I synthesized the user insights.
User Insights
70% of the participants have been using Oneflare for more than one year.
I found out 15 useful user insights.
Our user group includes auto-quoting users and manual-quoting users.
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20% of participants are auto-quoting users.
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80% of participants sent out at least one quote with Oneflare last week.
When drafting quotes, 40% of the participants want to get more information.
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20% of them would ask for a site inspection.
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Others want a more efficient system or would use a personalized msg.
Whether a business will use the ‘site inspection’ feature depends on his/her service type.
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Half of the participants used this feature.
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e.g. Accountants and photographers don’t need this feature.
Regarding the improvements to the site inspection feature
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80% of participants think it’s all good.
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One business would like to be able to tailor what it actually says when it says that we'd like a site inspection.
When asked how often they would share their next available appointment time with customers
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70% of participants would share their next available appointment time with customers.
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One business prefers it can be linked to Calendly or something like that.
90% of the participants have used the 'Save this comment as a template' checkbox.
Their experience and expectations about the template feature
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80% of the participants think the 'Save this comment as a template' feature is very helpful.
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Some participants want to expand the word limitation. ( p.s. The current character count is 700 BTW. We can expand to 1000.)
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Some think that it seems to double up because OF also sends out a default msg. They want customers to see exactly what they want the customers to see.
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Some of them want to be able to create multiple templates.
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Some of them want to save msg and attachments as templates together.
Regarding the new look and feel for the job details screen
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All of the participants liked it.
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Three businesses suggest changing the button ‘Message now’ to ‘Quote now’ because the second one sounds more like action and more straight to their expectation. The first one sounds like just sending messages or emails, which is confusing.
Regarding the map feature
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40% of participants don’t care about it because their service type has nothing to do with the location.
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33% of them think it’s useful.
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33% of them think having a map is useful but our current map is not useful. They want the map can be zoomable, or give an accurate location of the job.
Regarding knowing how many quotes the customer has already received
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All of them think it is determining and valuable information.
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They will decide whether to quote fast depending on this information.
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Some of them also mentioned that they won't quote anyone that is looking for six quotes.
Regarding the new look and feel of the quoting page
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All of the participants liked it.
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33% of them mentioned that they like the multiple templates design.
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20% of them like the appointment design and one suggested we could integrate Google or other platforms into OF platform, then they will get everything all in one place.
Regarding the attachment feature
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20% of them said that they won’t use it.
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80% of them are interested in this feature because they can add photos that show their previous jobs and some related materials.
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One thought that if they could choose attachments according to a particular industry so it is sort of increase their chances of getting the job.
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One business suggested that if he could add videos it would be better.
Regarding the previewing quote feature
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60% of them said that they are very interested in it because being able to see exactly what is going to be shown to the customer allows you to get revised if they need to.
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Five businesses think it should be a must step, two businesses think it can be an option but not a necessity because it would be a friction and decrease the efficiency.
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30% of them are not interested. Two of them use auto quoting and they think they already sort of set the criteria as long as the criteria are met. They're happy to send a quote straight away without having to see it.
After sending a quote
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All of them typically contact the customer next.
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60% of them call the customer ASAP, 30% of them use SMS or message, and 10% of them would email the customer.​
Competitor Analysis
To find out how other companies deal with the quoting flow, I conducted a competitor analysis of 3 companies such as Airtasker, Bark and ServiceSeeking. I also studied how OF displays the quoting flow.
FINDINGS
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Bark provides a professional messaging system/template.
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The CTA on Airtasker is called ‘ Make an offer’ and it provides a map.
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ServiceSeeking Provides contact info at the very beginning. It doesn’t provide a map or provide an email address. It doesn’t provide a pre-edited message. Users can set a reminder or a note for themselves.
OBSERVE USER BEHAVIOUR
To gain insights into user behavior within our current quoting flow, I conducted observations by reviewing videos on FullStory. Subsequently, I compiled the complete user flow based on my findings.
FINDINGS
Why do businesses go to Inbox?
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They want to see/check what msg have been sent to customers. (The reason why they do this is because they don’t get any responses from us. A solution is that we send businesses a response that tells them the msg has been sent to customers)
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They are not satisfied with the default msg, so they write another msg and send it out. (This might be an issue because customers will receive two messages at the beginning.)
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They want to check whether they get replies from other customers.
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It looks like it’s just their habit. They go to Inbox, review some chat logs, recall progress, and sometimes write notes.
USER SCENARIOS
To understand our current processes, I captured screenshots of user scenarios across various platforms, including desktop, mobile web, and mobile applications for both iOS and Android.
FINAL DESIGN
Mobile Version
Desktop Version
PROTOTYPING
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View lead dashboard and prepare quote
Preview and Send Quote
Template management
What I learnt
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In the case of platforms such as Oneflare and Airtasker, the quoting flow plays a pivotal role, influencing the overall experience for businesses engaging with these platforms.
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Businesses require a quoting template that is not only flexible and straightforward but also personalized to their needs.
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It's crucial to recognize that there might be a significant disparity between what we perceive as important and what users genuinely prioritize. Therefore, if time allows, incorporating user research methods to discern the correct design direction and conducting usability testing to validate our design choices becomes imperative.