Enjoy Experience Redesign
As part of my KPCB Design Fellowship application, I redesigned part of the Enjoy app.
Process
- Interviewed Clark to understand employee perspective
- Research on checkout process and company
- Grouped scenarios and visualized workflow
- Looked at points of failure and picked one to address
- Generated potential solutions
- Selection of an idea and prototyping
- Analyzed, tested, and reflected on solution
Thoughts
With two weeks to conduct research and execute, I found it difficult to find a sample size large enough. Since much of the Enjoy process is contained within the Enjoy employee app, I would love to shadow an Enjoy employee to get a better look behind the scenes and learn from an actual purchase.
I would also love to test this idea and get feedback from Experts. I was able to get Clark’s feedback - reduce the amount of text - but he’s only one person.
I chose to go with an email due to its ease of implementation into the current workflow and low level of effort required from the customer. Based on the diagram I had made, it was one of the solutions that did the most to correct the information imbalance in the process.
Another idea that I considered and ultimately discarded was creating an Enjoy Outpost or office hours where people could go to a local coffee shop to troubleshoot issues. While similar to the WeWork/Samsung collaboration, this one could be mobile and change locations from week-to-week as needed to address demand.