1800-Got-Junk Omnichannel
Designing an omnichannel booking experience for users.
Introducing a new booking channel for O2E Brands 1800-Got-Junk Responsive Website
Opportunity
Located in the USA, Canada and Australia, ‘The Worlds Largest Junk Removal Service’, 1800-Got-Junk is part of O2E Brands, encompassing a number of franchises (1800-Got-Junk, You Move Me, Wow 1 Day Painting and Shack Shine).
O2E Brands / 1800-Got-Junk was looking to improve its conversion through automated methods and reduce it’s call center costs, whilst still growing overall conversion and NPS. The company purchased Silicon Valley startup which provided junk removal quotes and booking through a mobile text booking system. They had run some pilot designs with some of their franchises which were poorly designed. Having worked with Stephen on some other projects, they brought him in run a user-centered design process to introduce a text-based booking system MVP into their online responsive website.
Process
Stephen worked as both a UX designer and UX lead:- Worked with business stakeholders and executives to design an improved online user experience aimed at providing greater financial business benefit with improved usability.
- Carried out user research on concepts and designs.
- Performed usability testing on existing experiences to find out user pain points and areas of value.
- Performed a UX audit and expert review in conjunction with other designers.
- Sourced and analyzed existing business metrics and usage analytics, including conversion, click maps, etc.
- Mapped out existing user journeys and scenarios.
- Worked with various business stakeholders to understand the cross-channel service design complexities of different booking channel options.
- Worked with technical teams to understand the technical landscape and find solutions that were technically feasible.
- Created initial concept designs, wireframes and prototype for initial MVP implementation.
- Collaborated with business stakeholders and users to iterate on designs.
- Delivered final designs to be implemented by the technical teams that all stakeholders had approved.
Above: Initial UX Audit & Recommendations. (With some UX and visual design input from other practitioners.)
Above: User Journey Exploration
Benefit
This first design pilot introduced simplified booking choices that could be implemented and tested on key parts of the website, allowing for further iterations following data-driven analysis. The new designs permitted users to see all booking channels and choose the booking channel that most suited them.
The pilot saw a substantial drop in cancelled callouts with the text to book functionality in place.
Above: Basic MVP Design
About 1800-GOT-JUNK
LOCATED IN THE USA, CANADA and AUSTRALIA, 'The Worlds Largest Junk Removal Service', 1800-Got-Junk is IS part of O2E Brands, encompassing a number of franchises (1800-Got-Junk, You Move Me, Wow 1 Day Painting and Shack Shine).
Katie Schaeffers
Director, Marketing at O2E Brands
We hired Stephen and his team to support several key website and UX projects at O2E Brands. Not only is Stephen a savvy technician, but he is absolutely a strategic partner and extension of our team while working on these projects. I appreciate his attention to detail, his scrappiness, and his commitment to exceptional work.
Geoff Henshaw
Vice President of Marketing at O2E Brands
I would without hesitation recommend Stephen Isaac for any senior UX architecture or product design roles.
Stephen brought broad u/x experience to SDC and added high value (intellect and productivity) to any project he was asked to contribute too – this ranged from bricks and mortar to online.
In addition to talent Stephen was a strong contributor to culture and excellent mentor to juniors on the team.
(Note: Recommendation from Geoff from the time when he worked with Stephen at Shoes.com/SDC, previously to the work at O2E Brands / 1800-GOT-JUNK, where he was VP of Marketing)