When the average customer orders a service online, it should be a pain-free, reassuring process. WorkWave’s Sales Assistant was in desperate need of a refresh to help users more easily order service and give our customers a competitive edge in the marketplace.This is how we did it.
When you are in need of a plumbing, pest control, cleaning or other service, you might typically do a Google search, click a link for a company within your area and, when it all looks reliable, click on the “Schedule Service” button on the website. From that click, you're presented with an automated sales assistant, a flow to help you order a service without picking up the phone. Some are homegrown. WorkWave offers customers of our software a pre-built, out-of-the-box sales solution, one that allows them to be more competitive, especially when today’s busy consumers expect it — and from a mobile device.
When I first laid my eyes on Sales Assistant, I wasn't sure where to begin. The user interface was extremely outdated. It gave customers the power to customize the look of the interface, in most instances to the detriment of usability. Sales Assistant wasn't a responsive web app. It’s user flow was choppy and discouraging. Its feature set, however, was strong, and its setup conveniently and seamlessly integrated through WorkWave’s SaaS products. Within the software, customer service representatives could use Sales Assistant to guide customers through the sales process over the phone.
We had no analytics, no record of usage. We only had anecdotal evidence, knowledge of who bought the feature and unvalidated assumptions. I had two weeks to deliver a first-iteration high-fidelity mockup to present to our customers as an MVP. Without personas, I only knew that my users were those in need of professional service in their home, office or business and the customer service representatives at the service company.
what we did
three issues to solve for