https://www.rakhip.com/home
daily
1.0
2018-01-02
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Work - Customer Journey
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Work - Lean UX
After a quick brainstorming session with the team, we designed the next iteration of the onboarding flow that would address some of the questions people were asking the chatbot.
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Work - Qualitative Insights: Learning from Chat Logs
Upon reviewing the chat logs, we learned that over 50% of the people using the bot were asking about the tickets they had already purchased. Customer Service is an obvious way for people to use the bot, although since we had a Customer Service managed messenger account we didn’t want to introduce it here as it would cause confusion. So to address the current need of the customers, we iterated on the existing onboarding flow to redirect the customers to a solution.
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Work - THE SOCIAL NETWORK
There are two circles of social ties that are important to understand how people share event experiences. Circle of influence: This is their outer circle of friends that customers are connected with and are curious about but do not have close ties with; Customers may want to be in the know of what events they are interested in, but not necessarily go to the event with them. Circle of commitment These are close friends and family, folks that one usually plans activities with. How might we strengthen the ties within the circle of commitment and leverage discovery from within the circle of influence?
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Work - Insights
Due to the sensitive nature of the information, some of the content in the diagram below has been masked
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Work - Vision
Over the past 15 years, StubHub has established itself as a trusted source to get last-minute tickets to popular games, concerts and other events. Our vision was for event goers to use StubHub as part of their planning process, a destination for them to discover events and plan outings with their friends.
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Work - THE SOCIAL NETWORK
There are two circles of social ties that are important to understand how people share event experiences. Circle of influence: This is their outer circle of friends that customers are connected with and are curious about but do not have close ties with; Customers may want to be in the know of what events they are interested in, but not necessarily go to the event with them. Circle of commitment These are close friends and family, folks that one usually plans activities with. How might we strengthen the ties within the circle of commitment and leverage discovery from within the circle of influence?
https://static1.squarespace.com/static/59b56c30c534a510382660a2/t/5a0d0c0c0852298f81694a6b/1510804498719/Enthusiast.jpg
Work - The Enthusiast
A recommendation from the influencer sparks curiosity in the minds of the enthusiast visitor, which will lead to event discovery.
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Work - Experience Strategy
Brainstorming sessions with the product and the content team helped us map out the long-term experience strategy.
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Work - Customer Journey
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Work - Insights
What we learnt through this qualitative study is that people were a little bit concerned about the privacy of their purchases while at the same time were curious to learn about what their friends were into. They seemed excited about the idea of being in the know, specially from the friends they considered as influencers/close circle. They seem to think it was fair that their information was only shared with friends that were sharing their own since they were picky about who they would like to go to events with. The research also revealed people were apprehensive about “Automatically connect” language used to communicate the legal disclosure. Out of the three experience "See and Be seen" message had the highest amount of people, over 50% who said yes to connect to Facebook. Post this study, I had a micro level understanding of how we might go about building the foundation to connect people. The next step was to understand how the StubHub social experience would add value once friends were connected.
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Work - Insight
Event going is inherently a social experience. While our team understood this from our own experiences, the average order size metric validated our theory in the context of the business.
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Work - Cats to the rescue..
To test the end to end experience the entire team came together to recreate all the scenarios to ensure that we were not missing anything. Even our pets pitched in.
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Work
https://www.rakhip.com/blog
daily
0.75
2019-02-18
https://www.rakhip.com/about
daily
0.75
2018-01-02
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https://www.rakhip.com/contact
daily
0.75
2017-12-11
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