Resize Unit & Extend Booking
Ⅰ. The Overview
My Role : UX Designer
Conducted UX research and created design
(User research, User flow, wireframe, low and high fidelity prototyping)
Tool : Figma, Miro, Overflow
Duration : 11.2021~12.2021
- Resize Unit & Extend booking period
This feature is a part of a self service project from *Space Next Door.
The purpose of this feature in the mobile app is to help easily manage existing customers units. Customers have the options in mobile app to extend the booking period of their unit and resize the unit.
*Space Next Door : A self-storage platform company, which is helping users find suitable self-storage that meets their needs(location, price, amenities)
- The Challenges
How to help users find a correct size for resizing their unit
How to adjust payment in case of resizing unit and extending the booking period
How to apply promotions for resizing and extending unit
Ⅱ. Design Process
While designing this project, I spent time discussing with many people from other teams. I came up with design solutions but making production and deciding channel routes should be considered as a team. I had sufficient communication with developers and marketing team together to apply the design solution for production.
1. Research
We had many feedbacks that users wanted to resize their units or extend the periods through customer team. Previously, we didn’t have a system for users to resize their units or extend the booking periods themselves. They had to call to customer team to change options. It will be a time consuming process for our users so we decided to make this resizing units and extending booking periods journey.
2. Ideate
When ideating the resizing unit and extending the booking period, I had discussed with product manager and marketing team.
At the business side, we wanted to boost sales and make long-term customers more. I mainly considered how to add promotions and auto-renewal functionality in the user flow.
On the other hand, I also discussed with operation teams for resizing unit experience. When resizing a unit, customers used to be required to physically visit the storage facility and move their items to the new unit. To streamline this process, we decided to send messages that provide customers with a storage pin number and the new unit number on the day of the move. This enables customers to seamlessly resize their unit without encountering any issues.
User flow
When we generate user flow, I mainly considered 3 things
Suggesting Auto-renewal for both users who wants to extend the booking period and resizing unit if customers didn’t turn on auto-renewal before
How to apply promotions for newly auto-renewal customers
How to help users choose the correct size when they resize current unit
3. Design
01. Extend Booking
Based on discussion with product team, extending the booking period was regarded as a new booking. When user click the EXTEND BOOKING button, User find the checkout page with promotion. The goal is to have long-term customers more so auto-renewal will be turn on as default with the 6month promotion. When user turn off auto-renewal, user can have options : Change move out date and will automatically have promotions fit with the date.
02. Resize Unit-Estimate Size
When resizing unit, user will select the move in date and then select the new unit. This user has been using storage but wants to resize unit because they want bigger or smaller unit than the current one. Therefore, I put the ESTIMATE SIZE button to help them choose new unit.
03. Resize Unit-Promotion
Since resizing unit is not a new user so user can review the price and confirm it shortly.
However, we give the exception for newly auto-renewal customers. In case user didn’t have auto-renewal before, the promotion checkout page will be shown before the confirmation page to boost auto-renewal.