NanaWatch: Mobile App to Drive Customer Loyalty
During the summer of 2018 (Jun - Aug), I interned at SurveyMonkey.
As a user researcher, I designed, ran and analyzed UX research studies from start to finish. Created reports and presented findings across multiple cross-functional teams. Worked closely with the Product team on research initiatives that support SurveyMonkey’s core survey product.
Problem: How can reducing frustration for the customers and help increase sales?
- What part of the value flow do we want to focus on?
- Who would benefit from installing a NanaWall, and why?
01 Ecosystem Mapping
02 User Research
We interviewed with two NanaWall representatives, and discovered some interesting takeaways.
We reviewed online artifacts and noted that certain customer reviews were strongly negative. This indicated a strong pain point that we viewed as an opportunity.
Primary Research Findings:
– NanaWall sells to architects and contractors, not directly to the users
– NanaWall has an app for sales reps to use, but not for the consumer side
– Much of the installation process is handled by companies affiliated with NanaWall
– There are very few NanaWall showrooms
Secondary Research Findings:
– Based on reviews, 12% of NanaWalls break down after four years
– Not all parts are covered under warranty, and may cost $1400+ to replace
– Service is slow, and may take up to 4-5 months to even get a response
– Repairs need to be done by certified installers, which are often hard to find locally
From our research, it was clear that the most compelling customer for a NanaWall would be someone who finds this product as an investment. We quickly narrowed our scope to premier restaurant owners who need to have their NanaWalls in operation at all times. A damaged NanaWall would severely affect the dining experience, compromising the restaurant’s image for the duration of the damage.
"The entire experience matters. People pay for the food, the views, the ambiance."
Premier Restaurant owner near Big Sur
Jeanne is an ambitious up-and-coming chef and restaurant owner who recently bought a new location in Big Sur, on a cliff overlooking the Pacific Ocean. Jeanne knows that many Silicon Valley executives vacation down to Big Sur and dine near the area, and she wants to provide the best possible experience for this specific clientele.
– Wants to provide a 5-star dining experience
– Serves high-end clients
– Wants space to be flexible enough for corporate events
– The perfect ambiance is important in Big Sur.
– Needs flexible indoor/ outdoor space
– Big Sur weather is temperamental
– Salty air accelerates corrosion
– Restaurant must always be fully operational
In our quick prototype sketches, we decided that our main feature would improve maintenance and service through predictive data analytics.
It would be important to provide three types of maintenance response:
– Preventive: Extend the average lifespan of NanaWalls
– Diagnostic: Predict future breakdowns and respond preemptively
– Proactive: Schedule maintenance appointment beforehand so the service is ready by the time it's needed
Our initial prototypes focused on the journey map of the NanaWall owner, and how she would log in, register her wall, and learn about how to properly operate the wall.
However, we wondered: What if we outsourced the NanaWall movement to machines? Machines are less prone to user error and more likely to maintain consistent pressure, reducing wear and tear.
On the right, we play with a sample wall remote control. The folded sticky note informed
our final design on how an interface might create the proper feedforward and perceptual affordance for the user.