BACKGROUND
STEPN is a cutting-edge Web3 lifestyle app that combines social and gaming elements to provide a unique user experience. Since the beta version was released in December 2021, the app has gained significant popularity, securing 4.5 million global users and generating $26 million in worldwide sales in Q1 alone. In January 2022, Sequoia Capital invested $5 million in the company.
STEPN is a pioneering crypto game that utilizes a concept called "Move to Earn", which allows users to earn tokens by walking or running using GPS. With a focus on carbon neutrality, the app combines elements of game-Fi and social-Fi, and is built on a web3-based platform. As a recent addition to the market, STEPN is continually updating its policies and designs to enhance the user experience.
As a user and holder of STEPN, I have found the app to be useful for promoting health and wellness. However, I encountered an issue while using the app and reached out to the customer support team. Through my interactions with the customer support team, I identified areas of improvement and decided to conduct a redesign study.
It's worth noting that I have no affiliations with STEPN.
EXSISTING USER FLOW
Unfortunately, the 'Submit a Request' feature on the STEPN website is currently difficult to locate. However, according to a recent article written by a STEPN Community Manager, the URL for this feature can be found on the 'Discode' (as of December 2022).
PROBLEM
1.The customer support icon on the STEPN app is not easily recognizable to users.
2. Upon locating and selecting the customer support icon, the app redirects the user to the STEPN support website, causing disruption to the user experience.
3. The ‘Submit a Request’ manual on the STEPN support website requires login and submission of inquiries, with responses being delivered via email.
4. The process for ‘holder’ certification is cumbersome, requiring completion of a detailed form.
5. There is no clear indication of the timeline for the verification of ‘holder’ certification.
6. Subsequent inquiries to the customer support team may result in a change of the customer support email address and point of contact, leading to a lack of continuity in the resolution of the user’s issue.
7. Without tracking of the user’s issue history, the new point of contact may require the user to repeat their issue and concerns, leading to frustration.
Specifically, when analyzing the user inquiry history on the STEPN support website, it became evident that there was a common trend of multiple inquiries made by individual users. Examination of the history revealed that, on average, users submitted a single inquiry, yet the customer support team members responsible for addressing the concerns changed multiple times. This lack of continuity in handling the user's issues resulted in a suboptimal resolution of their concerns, as the user was required to repeatedly explain their issue to new customer support team members. Despite being marked as 'Solved' in the inquiry history, the underlying problems were not effectively resolved.
hypothesis SOLUTION
1. By relocating the customer support menu or redesigning the icon on the main screen, users will be able to easily identify and access it.
2. An improved design for the customer support feature, which allows users to access it while logged in to the STEPN app without the need to complete a time-consuming member authentication process, will resolve the issue.
3. Implementing a chat support function will enable the customer support team to track the user's issue history, even if the customer representative is changed, thereby improving continuity in addressing the user's concerns.
USER STORY
A: I downloaded the app to start STEPN, but getting the 'Activation code' is challenging. I noticed that I could get the code at the Discode on the screen, but I need to find out what the Discode is. I want to know how to start STEPN. Could you help me?
B: I was hacked while using STEPN. I already have the app, but I can't log in. I want to get private counseling with customer support team.
C: STEPN is being used well without difficulty, but there is an error when updating security. I'd like to connect a customer support team for a consultation.
Finding the Customer support menu takes little time, and I dropped scenario 3 to reflect the needs of users looking for Customer support immediately, even in the LOGIN/SIGN UP stage.
FINAL BX SUGGESTION
CX Solution
1. Implement an in-app FAQ section and inquiry feature to address common user concerns and issues.
2. Streamline the customer verification process, including Solana wallet address, Google authenticator integration and your trainers number, within the app to enhance the user experience.
3. Implement a customer inquiry tracking system to ensure continuity of support, even if the point of contact changes.
4. Implement a feature that enables users to easily view their inquiry history within the app for quick reference and continued support.
UI Soulution
1. Prioritize the information you need : Change complex layouts to match your usage priorities.
2. Redesign the customer support icon : Combine the existing unnecessarily divided customer support icon and information icon into one.
3. You can see the “customer support” and “information” together :
- Customer support : Change so that you can immediately check the customer support team members who can respond.
- Information : Delete the ‘How to start’ menu overlapping with the main screen without overuse of information.
Intuitive CS, two-way communication
1. Forming the Impression of Two-Way Communication : You can check the profiles of CS team members who can respond right away in the chat window, showing that you can consult anytime, creating a reliable and friendly image.
2. To build a bond using the same humor code : Utilizing the “MEME” image, which allows users with NFT and STEPN to form a consensus, creates a bond by changing the existing appearance of the complex and formal Customer Support Team to be customer-friendly.
3. Trackable message list : You can track past calls and check through alarms when existing calls are activated.
