iRobot provides free accessories for subscription users to replace the worn-off ones in the cleaning robots. Low automation level of the replenish system generates longer waiting time for users to receive the new accessories. We upgraded the system from the auto-system to the smart system through machine leaning technique, and ensure replenishment will arrive on time.
According to the user survey and eternal walkthrough, the satisfactory score jumps from 2.4 to 3.8.
Users can learn the replacement frequency of each accessory.
Generate estimated accessory shipping plan within one year.
Pack the accessories with the nearby delivery dates into one package.
Change delivery date of packages when users leave home.
In existing auto-replenish system, new accessory will plan to ship until the old one reaches dangerous health condition through the health progressive bar.
The low-satisfactory comments from the reviews point out that this auto-system push users to take unnecessary actions to maintain. So we initiated a survey to dig up root causes, then boiled down user feedback into three parts.
We aimed to achieve the goal of "accessory always in hand for replacement" for keeping users less worried. Instead of shipping to users with fixed maximum number of accessories once a month, we want to build personalized system based user behaviors. This smart system ensures users can replace accessories on time and cut off business cost.
It is interesting that 80% users have no memory about on which date they need to replace the old ones. They figured out the condition by observing how cleaning robots function.
When users need to request based on the health condition, system will calculate the days after users request for an/several accessories, and auto generate a schedule plan for this accessory.
After analyzing the two different proposals, I landed on proposal 2. merge "receive at earlier delivery date" + "receive at later delivery date" into pick a delivery date user feel comfortable.
A single action simplifies user flows. In this case, if a user has an urgent demand for serveral accessories, the most recent delivery is required. It does not matter whether those parts are delivered or packed with other parts in a single package.
Users might have multi motivations behind "Change the delivery date" of the package. But if a user needs to take action to request for a replacement with bad health condition means that current schedule is not accurate. In this case, when users need to request one accessory several times. the system will pop up a modal to tell if users want to change the schedule.
Compared to the existing progressive health bar, the new version is more interactive with devices. The perspective view of the parts in this device can help users understand the role of each accessory and how much progress it has made through the bar.
When this progressive bar turns orange, "Learn more" button will appear and tells users what will happen in the this condition.
The Request Now button only becomes active when accessories are not functioning optimally. However, before this condition is met, new users can check when they are allowed to make a request
Each time users open the application, the replacements they need have been shipped and will arrive soon. The 'Request Now' button visually disappears and the system is tailored to users' replacement preferences.
