Vidio
2023
App Development
Product Design
Glossary
Arcade: a Page inside Vidio app allowing users to play games, earn tickets, and redeem them for physical and digital products.
Energy: Units required for playing games.
Ticket: Currency used for purchasing or redeeming products.
Redemption Center: Page enabling users to buy physical and digital products using tickets.
Project Background
Vidio.com and Bukalapak have forged a partnership agreement to enhance the arcade page within Vidio Apps in the short term and modularize the Arcade for future integration with other apps. Our primary focus is on leveraging Bukalapak's technology and product capabilities to boost system efficiencies and reduce operational efforts.
Vidio's arcade page serves as a gamification feature within the Vidio Apps, enticing users with engaging games to enhance retention. Users can play these games to earn tickets, which they can later redeem for physical products purchased on Bukalapak or digital items.
Currently, there is a significant burden on operational resources, particularly in managing physical products. Everything from adding products to updating order status and processing orders is done manually. Users are experiencing delays of up to a week for their orders to be processed by Bukalapak, with additional waiting time of 3-4 days for the products to reach them.
The manual process, compounded by the Vidio team's inability to leverage Bukalapak's technology, has resulted in numerous user complaints due to the Vidio app's inability to provide order and logistics status updates.
The problem
Manual operations, processing delays, and missing order updates, all harm user satisfaction.
In the operational landscape of Vidio.com and Bukalapak's collaboration, several critical issues have surfaced, hindering user satisfaction and operational efficiency. These include manual processes, delays in order processing, and a lack of order updates. Let's delve into these challenges in detail.
Operational Inefficiencies
1
The current process of managing physical products, including adding products, updating order status, and processing orders, is entirely manual.
2
This manual approach puts a significant burden on operational resources, leading to inefficiencies in the system.
Manual flow
Delays in Order Processing
1
Users are experiencing delays of up to a week for their orders to be processed by Bukalapak.
2
Additionally, there is an extra waiting time of 3-4 days for the products to reach users after processing.
Lack of Order and Logistics Status Updates
1
Due to the Vidio team's inability to leverage Bukalapak's technology, the Vidio app is unable to provide users with order and logistics status updates.
2
This lack of transparency frustrates users and results in numerous complaints.
Vidio transaction detail page
Design Goals
In response to operational challenges, we've set clear design goals to enhance efficiency and user satisfaction. Our focus is on automating operations, improving processing and delivery efficiency, and enhancing user communication. By integrating APIs and refining user flows, we aim to streamline operations, expand product offerings, and address user concerns about order status and logistics tracking.
Opportuniy
By leveraging the Sales Channel API to directly connect with Bukalapak's system, Vidio.com has the opportunity to significantly expand its range of physical products offered to users. The Sales Channel API, which is a set of APIs at Bukalapak, allows specific partners to sell Bukalapak products. This integration will enable Vidio as a partner to sell Bukalapak products.
There are several APIs that will be utilized by the sales-channel:
Retrieve Products
Detail Product
Multiple Shipping List
Create Invoice
Retrieve Transactions
By integrating this API, Vidio users can redeem directly from the Vidio app with products from Bukalapak. Additionally, the transaction status will follow what Bukalapak has, allowing us to display the transaction status on the user side, something that the arcade or Vidio cannot do.
This seamless integration not only enhances the user experience by providing a broader selection but also reduces operational effort through streamlined processes, resulting in improved efficiency. Additionally, by incorporating Bukalapak technology to adjust information and display order status and logistics tracking, Vidio.com can address user concerns and significantly reduce the number of complaints, ultimately enhancing user satisfaction and loyalty.
UX Service Blueprint
After conducting a thorough understanding with stakeholders through questioning assumptions and comprehending all the problems, background, and opportunities, I proceeded to create the UX service blueprint. This blueprint not only clarifies which areas we will call the API from Bukalapak but also provides several benefits. It serves as a visual representation of the user journey, allowing us to identify pain points and opportunities for improvement. Additionally, it helps align stakeholders on the overall strategy and ensures that everyone is on the same page regarding the integration of Bukalapak's API. Throughout this process, collaboration and feedback from stakeholders were crucial in guiding our decisions and ensuring alignment with project goals. Overall, the UX service blueprint acts as a valuable tool for streamlining the development process and enhancing the user experience.
Redemption center service blueprint. See the bigger flow
Final Design
After several design explorations, I am pleased to present the final design that has garnered unanimous agreement from all stakeholders. By leveraging the Logistic API from Bukalapak, users can now track their order status seamlessly after claiming the product. The order status is updated in real-time based on the logistic partner's status, eliminating any confusion about the product's whereabouts. Additionally, users will receive notifications whenever the status is updated, ensuring they are always informed. Moreover, users can estimate the arrival time of the product at their doorstep. Leveraging the API from Bukalapak has significantly shortened the claim process from 12 days to just 5 days max, ensuring a faster and more efficient experience for users.
After implementing our API, the most significant change is the complete automation of the process. The Vidio team no longer needs to manually recap all transactions or send the list of items users want to buy to Bukalapak. Additionally, Bukalapak no longer needs to purchase products manually one by one.
I also propose implementing notifications whenever the status is updated, allowing users to stay informed about the latest updates
Result and Impact
After implementing this design, we successfully reduced the complaint rate by 97%. This reduction not only decreased the workload for customer service in addressing complaints but also automated processes for both Vidio and Bukalapak, thereby reducing overall operational burden. Additionally, we shortened the redemption process time from 12 days to a maximum of 5 days for users to receive the product. This breakdown includes a maximum of 2 days for the seller to accept the order and 3 days for the logistic service to deliver the product to users