A recent study shows that 63% of working adults don’t spend enough time with their family or doing things they truly love. Apart from sleeping and eating, most of their day is spent on working and running errands.
This untapped opportunity helped us create a first of a kind service in Malaysia. Supahands. It lends a helping hand to busy individuals with an army of virtual personal assistants.
But how do we build a brand for a service where its value is difficult to define?
Malaysians realise that they are not spending their time doing things they WANT to do because they are preoccupied by things they NEED to do. That is why we positioned the brand to be simple, clear and direct to cut through the clutter and resonate with potential customers.
Research shows that the Malaysian mobile and internet landscape is performing better than the United States and most Southeast Asian countries. 66% of Malaysians are connected to the Internet, with a growth of 18% annually. This was an opportunity to build the Supahands experience contextually for the market.
We were asked to design a functional experience through the web that could deliver the brand’s promise and services seamlessly to users. This new service, if its experience is crafted right, will transform the way Malaysians manage their time and productivity by outsourcing their daily tasks to Supahands.
In line with the Supahands’ promise to make life easier for people, we engineered a user journey that is intuitive and responsive across all devices. We set out to build user-centric interactions, instead of just web pages.
Designing Interactions, Not Pages.
To avoid the bottleneck of the waterfall UX process, we defined the core feature set and built a platform that grows and adapt over time as new insights emerged. The design incorporates a functional interaction system with every UI element for us to construct new features as they were needed.
We talked to people to understand their online interaction and search behaviours so we can design Supahands to fulfil a simple universal query, "How can we help you?". People's needs will be ferried by a delivery system to our logistic personnel, and return results in the most effective way.
Build, Learn, Iterate.
We took an iterative approach for the whole project to quickly roll changes into delivery. Workflow remained fluid to let us constantly refine our work as a team - which included our client.
In beta, we continued to enhance the product based on learnings from our users. The outcome reinforced how effective iterative experience design approach can be.
Mins per visit
21,999 users have visited our site within a year. There's a healthy balance of returning users (50%) and new users (50%), both spending an average of 8.48 minutes per visit. This shows that we are moving in the right direction by being able to listen, adapt and pivot around our users quickly.