NocNoc Application
NocNoc, the premier household application that empowers homeowners to turn their dream homes into reality. Our platform is dedicated to providing you with endless inspiration, innovative ideas, and a vast array of products and services to build and decorate your living spaces with style and sophistication.
Solo UX/UI designer
Role
Tool
Figma
Techniques
- Interviews
- User Groups
- Social Media Listening
- Competitive Analysis
- Wireframe & Prototype
Research
Research Objective
Understand the issues users are experiencing with the NocNoc application and identify areas for improvement within the application.
Background Application NocNoc
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A marketplace platform for buying and selling home materials and decor with comprehensive installation services.
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The platform offers home repair services such as fixing wooden floors, installing curtains, and repairing water pumps.
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User Pain Points: After purchasing products online, customers need installation services to make the products ready for use.
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All technicians have passed criminal background checks through the Appman Background Checker.
Interview
Conduct interviews with 10 users for gathering information to define the issues with the NocNoc application. Most users commonly encounter problems such as technicians arriving late, lack of after-sales service, and price gouging.
Qualitative analysis of interview data
Summarize the data from the interviews mentioned above, focusing on the issues most users encounter. The primary problem is that technicians lack expertise, leading to repeated failures after repairs. Secondary issues include price gouging, technicians arriving late, and lack of after-sales service. Most users find technicians through regular service providers.
Surveys
Quantitative Data Collection
A retrospective descriptive study was carried out using self-evaluating survey, distributed to personnel from student in faculty of Science Program in Digital Transformation & Innovation (dX) Thammasat university who are used to use Nocnoc applications
Inclusion Criteria
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Student in faculty of Science Program in Digital Transformation & Innovation (dX) Thammasat university who are used to use Nocnoc applications
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Personnel who can communicate in Thai Language
Exclusion Criteria
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Personnel resigned or not in the latest official personnel list
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Personnel unavailable in the 60-hour time frame despite efforts
Sample size - Prevalence study
Sampling Methods - Stratified Sampling
An equal proportion of 64% (134 - sampling size out of 209 - included group) was randomly chosen from each departments, using spreadsheet sotware for randomization. The calculated amounts of samples of any classes that were decimals have been rounded up. Specific names were recorded before distributing the surveys.
Due to time constraints, the survey was only distributed during a 60-hour period. Ater closing the survey, only the samples chosen were analysed. Samples who were later discovered to be in the excluded group were replaced by randomization. This process was only done once.
Survey Questions
Quantitative data analysis
In a retrospective descriptive study to determine the prevalence and frequently found factors contributing to user satisfaction in the Nocnoc application, quantitative analysis will involve analyzing data collected from self-evaluating surveys completed by users of the application.
The quantitative analysis will involve calculating the prevalence of user satisfaction by determining the percentage of users who reported being satisfied with the Nocnoc application. This can be done by tallying the number of respondents who selected options indicating satisfaction.
Next, the prevalence of each factors in the satisfaction scale subgroup were calculated. The prevalence of all factors were used to create a pareto chart and the factors accounted for the first 20% in the chart have been further investigated with qualitative data gathering.
Quantitative data collections
In-depth Interviews were conducted with at least one sample from each of the departments which were regarded as positive for patient misidentification.
The interviewees were selected from the ones with the most relevant answers to the qualitative questions in the previous survey.
The interview were conducted to obtain more information about the preselected factors from quantitative data results. The 5-why methods were used to do root cause analyses of each factor.
Results
Responses from Surveys
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Calculated sample size = 134
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Collected samples = 131 (p = 0.051) = 97.8% of calculated sample size
year 1
32/33
96.97%
year 2
34/35
97.12%
year 3
35/36
97.22%
year 4
30/30
100%
Frequently found factor of diminished user satisfaction
Last 20% from pareto chart
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Helpfullness of emergency service
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Over all user interface of the Nocnoc application
In-depth Interview Result
In-depth Interviews
An In-depth interview were carried out from 4 classes which were positive for user satisfaction
Helpfullness of
emergency service
1. Delayed response times leading to user frustration.
2. Inadequate communication channels causing user uncertainty.
3. Limited service coverage impacting user access.
4. Lack of user training or guidance on app usage during emergencies.
low user satisfaction
Over all user interface of the Nocnoc application
1. Complex navigation causing user confusion.
2. Lack of visual clarity hindering information retrieval.
3. Inconsistent functionality leading to user frustration.
4. Lack of personalization options reducing user engagement.
Social Media Listening
Review user feedback online to identify additional issues within the Application.
Competitor Analysis
Analyze four competitors — 24Fix, Fixzy, Seekster, and Homepro Services—by evaluating their services, strengths, and weaknesses. Use this analysis to develop new features for the NocNoc application.
Analysis
Problem
I have developed an application called NocNoc to address various user issues identified through testing and research. These included long wait times for services, lack of confidence in unrated or reviewed service providers, difficulty in leaving reviews for service providers, tracking previously used service providers, challenging product search interface, lack of detailed package tracking information, and limited membership registration options.
Key Finding
The analysis identified six prominent issues. Features and services have been added to the NocNoc application to address these issues and better meet user needs.
User Persona
Design
Design System
Prototype
The urgent technician feature
The urgent technician feature was developed to address customer needs for emergency services, such as a water pump failure causing a water outage. Technicians are available 24/7 to provide immediate assistance.
The popular search terms feature
The popular search terms feature was developed to address users' difficulty in finding items. This feature displays important #keywords or the most frequently searched terms. By clicking on each #keyword, users can easily find the desired products.
The service provider history feature
The service provider history feature was developed to address issues when customers require repeat service from a technician. If the problem reoccurs after the initial repair, this feature helps track the previously used technician. Each technician offers a warranty for their repair services.
The package tracking feature
The package tracking feature was developed to resolve difficulties in tracking parcels. Users can click once, and the application will link directly to the courier's website, making it easier to track shipments.
The write a review for a discount feature
The write-a-review-for-a-discount feature was created to address the issue of users not leaving reviews for technicians, resulting in fewer reviews and reduced job opportunities for technicians. This feature incentivizes users to leave reviews after using a service by offering a discount on their next service.
