DIVERSEE
Diversee is an online community that helps on-site customer service employees self-identify the value of their skills, match or diversify their skills to meet the demands of the current job market, develop their own methods for planning their careers, and seek the experience of experts to overcome the impacts of redundancy.
Team Time Cooperation
1 2/2022- 6/2022 None (Attracted investment interest of MiraclePlus)
DISCOVER
Due to Covid-19 and automation, the retail and real estate industries are facing threats. Employees specialising in on-site customer interaction are now at risk of losing their job.
Even after the markets start to pick up, the impact still remains. Changes brought by automation and the pandemic have altered the customer service environment and function, and unemployment has increased as a result. To face these challenges, many employees have had to either renew their skills or consider changing careers.
To face these challenges, many employees have had to either renew their skills or consider changing careers.
Interview
Interviewees: 10;
Age: 25 - 33;
Time: 20 mins;
Area: Real estate x 4, Retail (Fashion, food) x 5, Bank teller x 1
Employees specialising in on-site customer service are well versed in the soft skills required for face-to-face interaction, however, the value of those skills is downplayed by the employees themselves. McKinsey and Deloitte both predict that soft skills are going to be more important in a world filled with technology, but instead, some customer service employees think it's a disadvantage to lack hard skills.
Soft skills and Customer service people
Interview result
DEFINE
The biggest pain point for such people is the lack of understanding of the ever-changing market and their own strategies/methodologies that help them make better choices and plan their careers.
As a result, these employees who are facing career threats are stuck; they think they lack opportunities but are worried about making poor career choices.
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Storyboard& & Journey Map
From our persona Jing' real life experience, we could find that even when the pandemic was getting better, her experience didn't become much better, and Jing was experiencing negative emotion feeling for long.
DESIGN DIRECTION
"How might we help customer service employees understand and diversify their career options by providing self-diagnostic tools so they can build their own methodology to make their careers more sustainable?"
DEVELOP
Ideation
Existing Service Chances Map
After anaylsing existing services, they have different types of shortage to solve the mentioned problem, so I decided to develop this new service as 'Diversee' to better diversify the career future of these on-site customer service people.
Diversee
Concept Phase Map
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Concept testing
Deliver
There are 4 phases to the solution:
1. Self Actualisation
2. Understanding the Market
3. Build a Strategy/Methodology
4. Take Action & Sustain
To address the original pain point, Diversee helps users to understand their skill sets, connect with experienced experts in their desired field, and provide access to a database of experiences led by other people in the same situation. Diversee is a new start-up and a 3rd party service.
New Story board
New Journey
FINAL SOLUTION
Diversee App
The final form of the service will be an App that enables people to test, connect and learn from the online community, and gradually develop their own strategy and methodology for themselves and their future careers.
User flow & Wireframe
Prototype testing
Future function (beyond MVP)
Value Map & Business Canvas
As a third-party service, Diversee will help users with the anxiety they face when trying to make their careers more sustainable. Experts can utilise their experiences to generate part-time income through Diversee, and cooperations can use Diversee to access a network of individuals ready for recruitment. For society, Diversee can help to reduce the rate of unemployment and build a community of progress which helps to build their resistance against risks to better deal with the future.
