Product Brief:

Dispatch is a workforce management software for service providers.
(HVAC technicians, plumbers, etc.) The product focuses on connecting 3rd party service providers with large enterprises that don’t have a dedicated workforce.

At different points during a job, a customer is sent automated status updates via SMS and Email.  We discovered was that customers were messaging back. (over 300 messages a day)

” Thanks, the key is under the mat.”
” Please use the front door, out dog is locked out back”

Problem:

Customers believe that their messages are sent back to their service provider.  They aren’t, and valuable info is getting lost in the shuffle.

Business Goals:

  • Help service pros earn repeat business.  Service work that takes longer than the scheduled appointment window is often unavoidable.  As a result, good communication to set expectations with the customer goes a long way toward earning repeat business.

Process:

We had all of the customer responses to the automated messages at our fingertips. This gave use an edge because it provided a slew of “built in” use cases.  We also knew that we were headed in the right direction if the customers implied assumption was that their messasge was reaching their service provider.

 

To get a handle on the service providers perspective, I did a series of 8 interviews to gather a baseline.  This helped understand what methods they used to comunicated with customers  (email, phone calls, text) and which persona should have primary control of customer conversations (it’s the dispatcher)

Dispatchers handle for the majority of communication with customers. Smaller companies tend to have leaders that are both Technicians and Dispatchers. Larger ones have a dedicated staff.
He’re I’m trying to solve a logistical problem. If the customer has multiple “jobs” in the system. How do we provide the “right” job information to the Dispatcher?
whiteboarding the needs of Dispatcher persona
Outlining the motivations / needs that dispatcher have when talking to customers
Whiteboard of business reason for messaging
Outlining the “5 Whys” for this project
Whiteboard of Dispatcher persona
Outlining the motivations / needs that dispatcher have when talking to customers
Description of use case for Technician persona
Here I’m building out the use cases for the Technician persona. Asking “what data is most important to them?”
From our user interviews, we discovered that technicians don’t want to be “tied” to their phone answering messages all day. Rather, they just need the highlights for important actions like customers canceling last minute.
whiteboarding the current notifications systems
Here the PM and I are mapping out the current notification that customers recieve.
Slack and Google Hangouts screenshot
Before I started to build, I audited the most popular messaging platforms to identify existing patterns and best practices. (Slack, Facebook Messenger, Google Hangouts, Line, Android Messages, Telegram)
Screenshot of sketch file for messaging project
Here I’m making the first pass at how messaging fits into the existing mobile app
Screenshot of sketch file for mobile messaging
Screenshot of sketch file for desktop messaging
Designing a rough draft of messaging for our desktop application
Investigating how to treat photos (single V.S. multiple)
Screenshot of sketch file for desktop messaging
Creating global chat tabs so dispatchers can have a conversation at any point in their workflow.
Creating global chat tabs so dispatchers can have a conversation at any point in their workflow.

Results

The feature set was first released in beta to 300 customers for testing and then rolled out to our full network.  By the third day, the platform was handling over 20,000 messages per day.

19.4
Reduction in Customer "No-Shows"
8.6
Increase in Customer Star Rating

Mobile messaging has been FANTASTIC! The ability to communicate with the customer while on the road has made the experience as a whole, much better. Simple things like the customer being able to let me know that they will be 5 minutes late to our appointment or just being able to send a thank you improve the experience. No improvements necessary.

Stephen JaegerJaeger Electric Inc.

I found it the other day and I love it.

Kennard Weaver - Hometown Rooter Plumbing(In reference to the release of desktop chat)

This is amazing. I have already used it, and loved it!

Erika Smoke - A Water Solution, Inc(In reference to the release of desktop chat)