Self Storage Quotation
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 : 01.2022~02.2022
- About Self Storage Quotation
This is a part of self service journey project of *SND. User wants to know the correct size and price for them. Previously, they only contacted to our sales team but with this service, user can easily get quotation by themselves which was recommended through system. If user book a storage based on that within a certain period, user can have discount too. This can decrease overheads at business side and also give the benefit to customers.
*Space Next Door is a self-storage platform company, which is helping users find suitable self-storage that meets their needs(location, price, amenities)
- The Challenges
How to accurately offer a storage quote that meets the customer's requirements for both size and cost
The process for guiding users towards booking storage services following a quotation
Ⅱ. Design Process
While working on this project, We often discuss with diverse team like developers, product owner, sales team and marketing team.
To understand customer’s pain points and the opinion of sales team, I had meetings with sales team from the beginning of project. We also had discussion with back-end developers for the storage recommendation logic. To decide the discount % for customers who book a storage through self-quotation, marketing team was also involved in this project. We had plenty of discussions together and finalized this service design.
1. Research
To enquire a storage service, users had to contact our sales team or customer team. There are customers who were interested in using the storage service but didn't reach out to the sales team because they found it inconvenient, and their interest was not strong enough to motivate them to ask others. Based on that, Our plan is to offer self-quotation to users who could be potential customers.
2. Ideate
Generated user flow based on the discussions with diverse teams. In the user flow, I put solutions at each step for a better user experience. After that, I drew my ideas through rough sketches and created the wireframe. In the process, I shared ideas with the product manager, marketing team and developers to make sure there were no issues or find better approaches.
User flow
I created a user flow that illustrates how users navigate naturally from requesting a quotation to taking the desired action by clicking the booking button.
Wireframe
I created wireframe based on the research and user flow.
I also checked how to navigate from page to page before creating high fidelity design.
Design Proposal
01. Locate ‘GET A QUOTE‘ button on top of the search result page
I put two important buttons on the top of the page to catch users’ eyes as soon as they navigate to the website. Users, who are confused of what storage is suitable to them, will click the GET A QUOTE button to receive recommended storage unit price.
02. Self-Quotation-1
When users click the GET A QUOTE button, they will select the storage location first. Based on user interview, location was the most important thing when user select the storage. That’s because user prefer a storage near their place.
02. Self-Quotation-2
After user select the location of storage, user will find the size estimator. Which can help users figure out what size is suitable for them. User can add things that they want to keep in the storage. Than the size estimator show the proper sq ft for users.
02. Self-Quotation-3
After user estimate size, user can see the different size of storages. Based on the estimation, a size will be selected as default. However, user can pick different size at their preference.
02. Self-Quotation-4
Lastly, user input their personal information so they can receive quotation and discount offer by email
03. Quotation Emails
I redesigned Quotation Emails to communicate with users. In this email design, I added a chat button to help users easily contact customer support when they need it. I also added two App download buttons and other social media channels at the bottom of the email to help communications with users.
The quotation emails were composed of 4emails within 8days, the discount from the quotation email has 7days limitation. Therefore, I added the GET ANOTHER QUOTE button at the last email(Day8), to give the another trial to users to increase the booking rate.
What I learned…
Internal communication
There are many teams to collaborate to create these design solutions ; Marketing team, Developers, UI designer, and Product manager, etc. I learned that brainstorming together and having communications with other teams is important to create better designs solutions. This can help me to come up with better ideas and find issues which I didn’t consider before.