The Ask
An Atlanta-based tech company specializing in reverse logistics (a fancy way of saying item removal) tasked me with building an application for consumers to use for junk removal. While addressing the current issues their loader-facing app and their users face on their website.
Complex or Lengthy Booking Process: The current booking process needs to be simplified as it can frustrate users and lead to abandonment. Simplify the booking flow by breaking it down into small, manageable steps. Use progress indicators and provide clear instructions at each stage. Auto-fill features can also streamline the process by pre-populating information based on user inputs allowing for fast return bookings.
Inadequate Communication: Lack of communication or delays in updates can leave users uncertain about the status of their junk removal requests. Implement automated notifications and reminders at various stages, such as booking confirmation, scheduled pickup, driver on the way, and completion of the service. Keep users informed about any changes or delays in the schedule. Give drivers a pre-written messaging option if there is a delay for simple replies.
Difficulties in Item Description: Users need help accurately describing their junk items during booking. Incorporating image upload options to allow users to share photos for better item assessment, but also quick basic measurements that fit in pre-existing size categories for fast booking.
Inefficient Customer Support: Users may encounter issues or have questions that require assistance. Ensure prompt and reliable customer support by providing multiple contact channels like phone, email, or live chat.
Streamlined Booking Process: Simplify the booking process to minimize friction and encourage conversions. Design a step-by-step process that collects necessary information efficiently, such as pickup location and junk items. Prioritize ASAP pickups; the data suggest those are the least likely to be rescheduled. Provide clear instructions and progress indicators throughout the booking flow.
Transparent Pricing: Display transparent pricing information to set clear expectations for customers. Offer pricing estimates based on junk quantity, size, and removal location.
Communication and Updates: Keep customers informed about the status of their junk removal requests. Provide timely updates on pickup schedules, arrival times, and possible delays. Consider implementing SMS or email notifications to keep users informed throughout the process.
Post-Service Feedback: Encourage customers to provide feedback on their experience with your junk removal services. Send follow-up emails or SMS messages with a brief survey to gather insights and identify areas for improvement. Give users a typical complaint list for poor reviews, such as poor communication, untimely pickup, or property damage, to allow users to give both quick and concise feedback.
An expedited experience for returning customers
For return customers that want fast removal, all the user has to do is list the items they want to be removed and book the loader.
Unlisted items
There will eventually be items that we cannot account for. The unlisted feature is a fast, easy way to add an item that could be more challenging to characterize.
Repeat offenders
After our initial data pull, most poor customer experiences fall on a minority of loaders. The solution is to help give loaders concise feedback based on the most common complaints and remove Loaders with a low rating without signs of improvement.