Overview
YOU is at-home wellness service which offer the service to both individuals and employers. YOU creates the network of the staffs which are massager, physiotherapist, yoga trainer, and beauty service. User will be able to book in a minute via web or app. Simply set your appointment preferences and preferred time, and YOU will match you with a skilled provider near you.
My role
YOU is my personal project. I am the product designer and researcher for the project. This project is in very early stage. I conducted the survey with both provider and customers to check the demand and get an insight and created the high fidelity prototype to test with the user.
Understanding the problem
At-home wellness service is not the new business but it’s still new for German market. There’re 3 target groups that we need to consider which are individual customer, employer, and provider. Our product goal is to create the network that can connect and solve the pain point of each target group.
- Checking the demand and business opportunity
- Define the personas
- Understanding the pain point of each persona
- Create user scenario to understand the current service flow
Gathering insights
Customer interview & survey
I conducted the interview the customers.
- We found out that most of the customer have a problem with current booking process which normally happening by phone or walk in and it’s hard to get appointment in the peak-time.
- User would love to have the service that is in convenient location for them ex. close to the office or home.
Supplier interview & survey
I conducted the interview and survey also with the massage therapist which are our first main service. The result shows that online rating is very important for them. However most of the process still happening offline.
Current service flow
The current workflow is happening offline. Customer will make a phone call or walk in to make an appointment. Most of the appointment will happen on the weekend which customer’s have a free time from work so it happen often that there’s no free slot on the weekend and there’s no customer on the weekday.
Ideation
We provide the functionality that could solve the poin point of the user.
On the provider side;
- User will be able to select their availability online
- User will be able to accept or denied appointment online
- User will be able to have instant conversation with the customers
- User will be able to send the auto-reminder to the customers
On the customer side;
- User will be able to schedule the appointment online even outside of the working time
- User will be able to save their favourite therapist and request the same person for the next time
- User will be able to have instant conversation with the provider
- YOU will guarantee the standard of the service
Next step
We’re still on the early stage and here are the next 2 milestones;
- Test the prototype and business concept with both customer and provider to get the feedback and make an improvement.
- Defined MVP and how to measure the success of the MVP.