A journey map of the requester's experience helped reveal opportunities for engagement
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Connecting need with experience
Tesser was envisioned as the second step after YouTube in the DIY problem-solving process—if you can't find a video of someone already answering your exact question, you can ask them directly!
As a double-sided model, it also benefits service providers (and others with experience) by bringing customers to them directly.
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The requesting experience
Any member can request help by posting their need to experts in the related field who can make themselves available for a video call in real-time. With a variety of needs, the product flow balances flexibility with a clear linear process for both parties.
The linear search process, ending with the selection of a one-time advisor
The search process opens with sample options that introduce the experience plus stimulate thinking about possibilities
The advisor selection process progressively reveals more as qualified advisors make themselves available. The UI updates to engage and educate searchers.
Advisors are encouraged to enter a note when responding in order to make the search experience feel more personal
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Customers come to you
Members with skill or experience in particular areas can follow the request feed for each area.
In our two-sided market model, we needed advisors to be engaged and online first, which could feel like a risk to them. Based on our user stories Ephrem revised the standard empathy map to focus on Feelings, Hopes, and Concerns
The responding process, Part 1: making yourself available
The responding process, Part 2: setting up the call once a requester has selected you
The video call UI gives control to both requester and advisor including the option to use a phone's back facing camera
