Lookup - casestudy

Lookup is a chat-based platform that connects customers to nearby stores with the help of a message.

Lookup pioneers in finding products and services and enable conversational commerce with local businesses. For this, we connect every local store near user with a simple chat platform to communicate, engage and transact.

To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. The information in this case study is my own and does not necessarily reflect the views of Lookup.

Market research

Problems

Evaluation

User

• Chat as a medium, check real time information and product availability on different messaging platforms
• Complete purchase and make payment
• Order status, cancellations, returns and refunds

Business

• Connect, engage and target users on different messaging platforms to share real time information and product availability
• Create purchase request, accept payments and enable local logistics
• Create, manage and repeat order, assign delivery partner

My role

User and business task flow

UI Designs

User

• Request

  You can directly send a request throught chat and get things done.

• Inbox

  List of shops that user had chat earlier with notifications.

• Inbox Orders

  Shows the recently placed orders. And also the previous orders.

• Nearby

  Lists out all the local shops of your location.

• Shop Profile

  Shop profile provides the details about the shop.

Business

• Dashboard

  Simple dashboard for shop owners that provides the essential data.

• Sidebar

  Sidebar shows the simple menu. User can switch to their other businesses

• Inbox

  Shop owner can view the recent list of orders.

• Orders

  List of placed recent orders including bookings and delivery.

• Chat

  User chat request with single thread. Once order is placed, thread is closed.

Key Learnings

User

• Users are sensitive about their privacy and what permissions to share
• Users should be able to experience the service first hand
• Users like to chat, each user needs to be treated differently
• Users requests from places/ restaurants unavailable on any other platforms like Swiggy, Zomato, Flipkart
• User needs to be engaged constantly without being annoyed
• Every conversation is driven the way user is talked to
• Users are impatient waiting for a response, they need to be constantly reassured somebody's working on it
• Inform users transparently if there are any goof ups happened and how to handle
• Orders need to be tracked and status to be informed properly notified/reminded
• Reassure whether product was delivered/ service was used
• Users love the experience for simplicity ie; users don't have to search for a particular product
• Repeated users use Lookup for products they can't source on other platforms
• Messaging apps usage surpasses Social media usage by 2016
• Lookup pioneers in understanding type of user request and enabling commerce
• Voice takes over messaging, and the way people communicate with devices, direct commands. eg: book me a cab for uber, order me a medium veg pizza for dominos pizza

Business

• Less engaged local merchants don't have time to spare chatting, they engage with walk-in customers more
• Less engaged local merchants are interested for an order than a lead which could convert
• Payments to local merchants had to be dealt on higher priorities
• Highly engaging local merchants had services to offer, users needed to be targeted specifically
• Quality of chat was not maintained over highly engaging local merchant
• Response time varied and missed out leads due to inactivity/ unavailability at times
• Businesses will use messaging as mainstream for target, interact and engage with users and enable commerce with consumers
• Bots will be used widely to answer small talks and trigger conversions on chat
• Businesses will be notified when a lead is generated and can take up conversation to conversion