Baxter
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Bridge - Assistant

How might we use data & integrated services to make the next task in a tradies job easier?

This was the problem that confronted us at the start of a design sprint that Bridge ran. A week long challenge to try and solve a problem that could help the consumer and hopefully improve Bridge and its Stickiness with the User. 

The week was broken up into four half days of workshops and then on the fifth day we held user testing. The team consisted of three developers and three designers, one being myself. The first day was full of making sure everybody in the team understood the problem that we were facing and where it sat in the scope of the product roadmap.

 

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 Day Two included each member doing lightning demos and sketching down on post-it notes how they would solve the problem. The next steep that followed was an art gallery style showcase where everybody went around the room with three sticky dots and stuck them on the solutions that they liked best after each person went through there idea.   We came up with two different solutions that could help solve the problem one of these was a feature that using intuitive responses and voice activation could fill out your quote just by asking you the right questions that filled into the form of the quote and the other was a daily planner that could tell you what jobs you had on the week what the weather was so you could reschedule if it was to hot or was forcast for rain. 

Day Two included each member doing lightning demos and sketching down on post-it notes how they would solve the problem. The next steep that followed was an art gallery style showcase where everybody went around the room with three sticky dots and stuck them on the solutions that they liked best after each person went through there idea. 

We came up with two different solutions that could help solve the problem one of these was a feature that using intuitive responses and voice activation could fill out your quote just by asking you the right questions that filled into the form of the quote and the other was a daily planner that could tell you what jobs you had on the week what the weather was so you could reschedule if it was to hot or was forcast for rain. 

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 Day three was planning out of what commands the Assistant chatbot would respond to and how the would effect the tradies journey that they already use within Bridge.   We wrote down the steps that the usual user would go through to take a job from start through to completion and then noted down key tasks or actions that can be done at each stage.   With help from the Development team we learnt that we could actually use google alexa api to use all the voice control so that was a huge bonus and gave us a good headstart when it came to creating the prototype.   One of our thoughts was that tradies would be hesitant when it came to talking to a bot to give there information, so to combat this we came up with a way that the user can just click a button with quick actions based off there previous quotes and invoices sent through Bridge. 

Day three was planning out of what commands the Assistant chatbot would respond to and how the would effect the tradies journey that they already use within Bridge. 

We wrote down the steps that the usual user would go through to take a job from start through to completion and then noted down key tasks or actions that can be done at each stage. 

With help from the Development team we learnt that we could actually use google alexa api to use all the voice control so that was a huge bonus and gave us a good headstart when it came to creating the prototype. 

One of our thoughts was that tradies would be hesitant when it came to talking to a bot to give there information, so to combat this we came up with a way that the user can just click a button with quick actions based off there previous quotes and invoices sent through Bridge. 

 On the Thursday it was all steam ahead we had our ideas and wireframe designs ready to go. The vibe was similar to a hack-a-thon with the whole team locked in one room rapid designing prototypes on Sketch and principle while the developers worked out how they could get the chatbot up and running and partnering it up with the designed UI. This was a great experience with everybody really focusing on achieving a finished product by days end, knowing we had user interviews the next day. 

On the Thursday it was all steam ahead we had our ideas and wireframe designs ready to go. The vibe was similar to a hack-a-thon with the whole team locked in one room rapid designing prototypes on Sketch and principle while the developers worked out how they could get the chatbot up and running and partnering it up with the designed UI. This was a great experience with everybody really focusing on achieving a finished product by days end, knowing we had user interviews the next day. 

Assistant Conversation

Assistant Scheduling

On the last day of the design sprint it was the moment we had all been waiting for, the user testing. Throughout the day we had five tradesman all of different backgrounds and levels of there careers. We ran the sessions with on tradesman with one person who was leading the session and one who was the scribe. 

We showed two prototypes one which was the conversational piece which allowed the user to verbally record notes and job details that would feed into there job details into the app. The second prototype was a daily planner that could give you warnings if the weather looked like it could effect you and also prompt you to change jobs to same days if they were located around the same area. 

The interviews went well with a lot of people being hesitant to use the voice feature because they have had bad experiences with Siri but said if it recorded data correctly they would happily use it. An older gentleman we interviewed would have been in his 60s and at first didnt know what the push notification was but was so blown away with the chatbot that he said he would use this product daily and it would be a life changer. 

The second Prototype with the rescheduling did not test aswell, most of the users had a lot of questioning about the length of time for a job and that they check out the weather at the start of the week and make there choices then.