This was for a service that allows Berliners to select and rent furniture before they commit to buying, targeting newcomers to the city and encouraging a green standard of living.
UX/UI Designer
- wireframing
- prototyping
- UX design
- UI design
February 2020
Lyght Living has been facing challenges when it comes to users reporting damages with items during their rental periods. Currently, the process for users reporting damage is a bit muddy from the user's perspective. When I began to look into the solution, what I found was that they already had most of the processes required to optimize this user flow, however, the steps were not in the right order. I wanted to give them a solution that did not require a complete overhaul, costing them both time and money.
I began by placing myself in the scenario as the user. If I’m the user, where would be the first place I would look if I wanted to report an issue? To help answer this question, I went to look at competitors around the world as well as furniture companies and even general e-commerce companies to see how they handle customer service-related issues.
The main majority of large companies have a “help center” created where most users tend to check first when they have an issue. The big bonus to having a well-thought-out help center is that this is meant to address low-lying customer complaints, questions, and inquiries and by answering these questions, reduces the number of emails and phone calls to an in-house customer service team, which can save a ton of time and money in the long run.
Lyght Living already has a FAQ section on their site, like many of the smaller competitors, but knowing that Lyght Living is a small and agile team, my assumption is that saving any team members the time of answering questions would make a pretty significant difference. This is what led me to make the decision to create the Lyght Living Help Center.
Hand drawn.
I began my design process with walking through the screens as they currently exist on the website and found that all that is required to improve this process is really swapping around some screens, and of course, the construction of the help center (or building out the FAQs section).
Created with Figma
After spending time seeking inspiration for a new and exciting way to help the customers of Lyght Living report problems and requesting help, I came to the conclusion that the best and most efficient way of doing this is to use what they already have, make it more efficient, and build up the FAQ section by turning it into a help center. This not only gives customers a sense of comfort knowing that they aren’t the only ones to have issues, but it reduces the stress on the customer service team and it is a fairly straightforward process moving forward.
To implement this user flow, I would begin by working with the Customer Service team to find out the most common problems they are facing and look into addressing problems that cause customers more stress (like damaging a piece of furniture during their rental period, for example). We would need to test whether or not there is a way to further simplify this process as well. Does a customer need to be logged in or will they do it automatically while seeking help? What does their current behaviour dictate?
Finally, I created a simple prototype of the mobile screens in order to help illustrate the user flow. Please take a look below.
Created with Figma
Designed and built by Jessica Hurford in 2024 using Webflow.
