Shortcut in Traiding Application

Goal

Our goal in this research is to reduce the cost and reduce the number of user calls in the Nobitex support department and increase the satisfaction rate of users in finding and using the features in the Nobitex application.

Exploration

After talking with some members of the Nobitex support team, we realized that the reason for a large percentage of calls to support is the problems of users in finding the feature or topic they want in the Nobitex application. As a result, our users were having trouble finding certain features in the app and were contacting support for help finding them. At first, we prepared a list of topics for users’ calls to support. Then, to evaluate this list, we checked the users’ path in measurement tools such as Google Analytics and others. In this review, we found that the user sometimes has to go through 2-step and 3-step paths or more to reach a number of features in the application, which are also important, and sometimes it is not possible for him to find these features. From this flow, we realized that the information architecture of the application is complicated in some cases and also does not correspond to the previous experiences of the user.

Solutions

In this part, we tried to think of all possible solutions to solve the problem. We considered many cases and tried to evaluate them considering the limitations and advantages of each solution and discover, design and implement the best solution.

1. Modification of application information architecture

For example, the information architecture of the Nobitex application was such that a user who wanted to use the “introduce friends” feature had to first enter the menu section and then look for this feature. Or the user who wanted to make a “deposit or withdrawal” had to go to the wallet first and then choose deposit or withdrawal. They could be placed in the dashboard for better access to deposits and withdrawals.

• Advantages: improving user access to all desired features in the application
• Disadvantages: Modifying the entire information architecture of the application will take a relatively long time, while the support will lose a lot of time until this happens.

2. Shortcut design

In this solution, quick access to the most important and frequent features in the list of support users’ contacts is provided in the dashboard. In addition, the user can change the shortcut items and choose as he likes.

• Advantages: quick user access to important features
• Disadvantages: The number of features in this section was limited and it was not possible to include all of them.

3. Frequently asked questions (FAQ)

In this solution, all the ways to reach these features in the application can be explained in the FAQ section.

• Advantages: reducing the number of users’ calls to support if they read FAQs
• Disadvantages: There was also a possibility that the user would not read them.

4. Show the bottom sheet

In this solution, after clicking the button to contact support, a bottom sheet was displayed to the user, which, if the question is related to the features and directions of the application, provided them to him so that he no longer needs to contact support.

• Advantages: reducing the number of users’ calls to support if they read the description
• Disadvantages: The number of flows and features of the application were too many and each required a lot of explanation.

Best Solution

After evaluating all solutions considering time constraints and the important goal of reducing support pressure, we decided to create a space to display the shortcut on the dashboard page. With this, in addition to the accessibility of the features in the shortcut, we have exposed them to everyone. First, we put the features related to the highest number of calls from users into the shortcut by default. On the other hand, we made this space editable so that the user can replace the default features and add to this space any features he uses the most. In addition, in the editing section, we put a category for the features, which we achieved using card sorting.

Result

Almost 40% of the number of calls from users, in the Nobitex support department, related to the features available in the shortcut, decreased. Almost 70% of users instead of going to the previous flows they selected the desired feature from the shortcut. In the high use of shortcuts by users, we realized that they are satisfied with this feature. In the later versions, we did our best to improve the information architecture, but the presence of this feature on the application dashboard page has been maintained until now, due to the satisfaction of the users.