What is Pronto?
Pronto is a versatile platform, available both as a website and an app, that is the Canada's first e-commerce platform for home energy solutions; offering a seamless and transparent solution for all smart home needs.
Tools
Figma
FigJam
Procreate
Zoom
Notion
Team
1 Product manager
2 Developers
1 Product designer
1 UX writer
Roles
Responsible for the experience strategy and visual design
Problem
Customers face multiple challenges, including service quotes, scheduling, and tracking, which lead to high customer service calls and costly onsite appointments. The company must address these issues to improve efficiency and reduce expenses.
Solution
Pronto simplifies the entire process by providing a seamless platform, available both as a website and an app. Users can easily input their home information to receive accurate smart home service quotes, book installations online, track their cases in real-time, and schedule additional services as needed. Pronto ensures convenience, transparency, and efficiency for all smart home service needs.
Outcome
The result was the development of the Pronto app and web platform, which led to a 56% reduction in customer service calls. Additionally, we introduced an online quote feature that became a key competitive advantage, driving an 84% decrease in onsite visits for quotes.
User Interview
I aimed to understand our current customers' pain points, needs, and behaviors by analyzing both satisfied and unsatisfied Google reviews. The goal was to gain a comprehensive understanding of homeowners' needs, preferences, pain points, and expectations. The interview questions primarily covered: user experience and satisfaction, accessibility and usability, communication and support, sales, pricing, and market research.
Interview Structure
- Semi-Structured method
- Location: Toronto, Ontario
- Interviews conducted and recorded remotely via Zoom
Interview Details
Findings
Takeaways
01
Users want fixed online quotes without onsite technician assessments.
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Provide upfront pricing to build trust and reduce uncertainty.
02
Users frequently call to schedule appointments for minor, easily solvable issues.
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Add a troubleshooting option before booking to help users fix minor issues themselves.
03
Users struggle to get urgent services when needed.
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Implement a streamlined process for emergency bookings.
04
Users find it difficult to edit, cancel, or reschedule services once booked.
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Offer flexible scheduling features for greater convenience.
05
Users were unsatisfied with the poor coordination.
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Facilitate direct user-technician communication to improve the service experience.
Quote Flow
Creating a smooth, concise flow for providing customer quotes was a significant challenge. I collaborated with various departments to identify the key questions about customers' homes needed for accurate pricing and equipment recommendations. After extensive testing and validation, here is the final version!
Hover over the image to see an enlarged view.
Digital Sketch
Based on the system map, user flow, and requirements, I began sketching numerous ideas as digital sketches in Procreate.
Click-Though Prototype
Goal: Evaluating design decisions while generating new insights.
For our first round of prototype evaluations, we tested a click-through, mid-fidelity prototype. Sessions were focused on assessing task completion, with follow-up questions around the difficulty of the tasks and any thoughts around moments of confusion or mismatched expectations.
Method
- 4 participants recruited among our current customers.
- Participants interact with the Figma prototype and think aloud while doing given tasks.
Round I
Design Revision
Updated Mid-Fidelity Wireframe
Based on user testing, I organized my usability problems by order of importance, plotted the necessary changes on a design prioritization matrix, then made a series of revisions.
Flexible Payment Plans
Introducing flexible payment plans by incorporating a range slider for deposit options to accommodate user preferences. This feature empowers users to choose a payment schedule that aligns with their financial needs, offering a more personalized and manageable purchasing experience.
Save the Quote
Providing the ability to save quotes enhances user convenience and planning. Users can easily receive their quotes via email, allowing them to review details and make decisions at their own pace.Additionally, by collecting user emails, our business can engage with potential customers more effectively, follow up on their needs, and offer personalized support
Add-On Selection
Introducing add-on selection before booking installation enhances the user purchasing experience. This feature empowers users to conveniently tailor their solution, ensuring all desired equipment is included from the outset. By seamlessly integrating this step, we prioritize user preferences and provide clarity to their home improvement plans before installation begins.
Get a Quote
We’ve crafted specific questions for each service category to tailor our recommendations based on users’ home information, then suggests the best fit and equipment, with options to add extra features.
After making their selections, users can easily schedule an installation date and time.
Finally, they can choose between monthly payments or a one-time card payment, fill in their payment details, and submit. It’s that simple!
Web-Based Prototype
In addition to the mobile application, I also worked on the web version. Here, you can watch some of the prototype videos.
Results
The result was the development of the Pronto app and web platform, which led to a 56% reduction in customer service calls. Additionally, we introduced an online quote feature that became a key competitive advantage, driving an 84% decrease in onsite visits for quotes.
Surprising insights
Despite being the first company in Canada to offer online and quick quotes in this industry, our user interviews revealed a surprisingly high demand for this feature. Users overwhelmingly preferred the convenience of receiving quotes without the need for an in-person consultation, highlighting a strong preference for a streamlined, self-service experience.
Challenges
Identifying the user flow and the questions we needed to ask customers to provide accurate online quotes was a significant challenge. We required extensive details about customers' homes to generate precise quotes, but we also needed to keep the flow and the number of questions short to prevent high drop-off rates.
Balancing the need for comprehensive information with the desire to maintain a user-friendly experience required deep, collaborative sessions with all relevant teams to develop an effective solution.
