Meet and greet experience

Feature overview

An integrated tool that allows support workers and clients to set up a meet and greet before proceeding with a service agreement.

The problem

  • Users don’t have the capability to schedule a casual chat with each other before getting into an agreement
  • There is no visibility for the business to understand what things are working or not during this touchpoint in the customer journey

My role

  • Responsible for conducting user and desk research to hone in on user needs and
  • Liaising with key stakeholders to frame and prioritise business objectives
  • Defining technical constraints and existing conversation/chat trends with engineers and data leads
  • Conducting employee interviews to identify early indicators of customer satisfaction
  • End-to-end product solutions including web and mobile app applications
  • Final design deliverables ready for development

Users

  • Clients, participants, loved ones
  • Coordinators
  • Support workers

The design process

I followed a user-centric design approach to define a clear value proposition from the start. The process was based on three main stages; discovery, analysis, and design. Prototyping and testing were implemented throughout.

Discover

HMW…

  • Offer a better experience for workers and clients to get to know each other and assess their needs before offering an agreement
  • Provide clients and workers some guidelines and tools to prepare for a meet and greet and feel safe when meeting in person
  • Have visibility as a business and improve the user experience based on their behaviour

Define

Develop

Outcomes

The new Meet and Greet solution was implemented as part of the conversation/chat feature, which our customers are already used to.

A week after its release, we’ve been tracking more than 300 meet and greets and numbers are climbing ever since.

The feedback loop has helped the Customer Operations teams to easily identify cases where users require immediate help, thus improving the conversion rate.

The business has a clear idea of what can be improved and how customers are benefiting from both virtual and in-person meet and greets.