VillageDAO (Consumers Hub)
Decentralized Customer Care Ecosystem // Desktop Web and Mobile App
By MetaMask (Consensys), LivePerson
By MetaMask (Consensys), LivePerson
Introduction - Consumers Support Hus, navigating web3
The VillageDAO Support Hub, co-created by LivePerson and MetaMask, provides an accessible and intuitive environment designed for consumers, referred to as "Villagers." This hub enables Villagers to seamlessly seek expert assistance from well-known brands in the Web3 world. It is crafted to ensure that they navigate the complexities of Web3 and crypto wallets with confidence and ease, while also fostering a sense of community among new users.
Check also "VillageDAO Experts Hub" on my portfolio
Check also "VillageDAO Experts Hub" on my portfolio
The specs
UX UI Design, Illustrator
2021 - 2022
2021 - 2022
General challenge
The challenge for VillageDAO is to effectively draw Villagers from platforms like Discord to our hub, ensuring their first experience builds trust and justifies the switch. User engagement is vital, as it directly influences expert participation. Our focus is on a user-friendly system with a smooth flow from question to answer while planning to integrate more brands like MathWallet and Uniswap, which requires an appealing and functional interface that meets each brand expectations.
General goal
Users currently turn to Discord, Reddit, and brand channels for support. VillageDAO strives to be the premier platform for streamlined Web3 support, including trading, gaming, and various digital wallet operations, with a focus on a user experience that enables seamless integration.
Research
Market research
No existing system unites multiple brands in one support platform. My research involved examining support platforms using chat and question cards, analyzing their effectiveness. I studied how brands provide support, including direct discussions with service providers and users about their needs and challenges. Key findings included the necessity for secure data handling and centralized solutions, as observed in active Discord and Reddit discussions.
User research
We started user research understanding that it includes a wide range of Web3 users, from beginners needing help with digital wallets to advanced users interested in trading. Key findings show these users are eager to learn and engage in the new economy but often lack trust in anonymous online communities. Support from recognized, reputable brands is crucial for building their confidence and participation.
UX\UI Design process
App structure
Given the specialized nature of the 'Expert' users, I designed an app structure that was straightforward but highly secure, enabling easy navigation without compromising on the privacy requirements these users demand.
Happy flow
Below is a detailed case study outlining the challenges encountered following user testing, insights gained, and achievements relative to our initial goals
Final screens and case study
Splash page
Goals
Users arrive at the Village platform through Discord links, where each brand's experts guide them for support. The splash page serves dual purposes: firstly, to reassure users of the platform's trustworthiness and brand familiarity, and secondly, to introduce them to VillageDAO, explaining its functions, benefits, and objectives
Challenges
The UX challenge in the splash page lies in the brands' requirement for customizable designs to build user trust and brand identity. The dilemma was whether to provide each brand a tailored design, balancing how many adjustments are feasible and if VillageDAO's own branding might be overshadowed. Initial user tests (primarily with MetaMask) showed that beginners trust the familiar brand first, which in turn builds trust in VillageDAO.
Login
Unlike the Experts Hub, where login with their digital wallet is essential, here we offer access through either a digital wallet or email verification. We understand many beginners may not have a digital wallet yet, but our platform aims to encourage entry into the Web3 world. Users create a nickname and receive an avatar as part of their profile setup, ensuring anonymity.
Ask a question
Immediately after connecting, users are directed to the main purpose of their visit: submitting a question card. Here, users can ask Web3-related questions specific to the brand they are addressing, under designated topics. Our goal is to give users a sense of community and support from the moment they arrive, ensuring they know they can return here for assistance. The page design is kept simple and accessible, acknowledging that initially, it may take experts some time to respond.
We aim to prepare users for this waiting period to minimize any early-stage frustration.
We aim to prepare users for this waiting period to minimize any early-stage frustration.
Support-Hub chat
Goals
When users submit a question, they're directed to the Support Hub (Chat). Here, they can see their question's status and access all their inquiries in one place. This centralizes support across different brands, starting with MetaMask, and will expand to include others, streamlining user navigation. The goal is to create a unified VillageDAO community where users can efficiently find answers across multiple brands, enhancing the overall support experience.Challenges
Initially, response times may be slower due to time zone differences as the system operates primarily on U.S. time. This will improve as we expand to include global experts. Users are kept informed of their query status through timely notifications and alerts.
A major focus is encouraging users to mark cards as resolved after getting support, which directly impacts expert rewards. The “mark as solved” button is prominently displayed for ease, and if no action is taken within 72 hours, feedback is auto-generated to maintain system efficiency and to ensure the expert receive a reward for it.
A major focus is encouraging users to mark cards as resolved after getting support, which directly impacts expert rewards. The “mark as solved” button is prominently displayed for ease, and if no action is taken within 72 hours, feedback is auto-generated to maintain system efficiency and to ensure the expert receive a reward for it.
Brands' Hub
Goals
The purpose of the brand hub is to serve as a dynamic space for brands to actively engage with the community. By sharing informative content about Web3, their products, hosting events, and offering FAQs and brand-specific links, the platform aims to deepen new users' understanding and their connection with the brands. Planned future enhancements include specialized hubs for brands to develop and nurture vibrant user communities
Challenges
With the addition of more brands, users will have an "Explore Brands Hubs" option in the menu for broader access.
On a separate third-party platform, brands effectively manage both consumer queries and expert resources. This includes overseeing recruitment, training, and generating reports. If a query remains unresolved, it escalates to senior brand personnel for resolution.
Chosen screens collection
Design system
With a focus on crafting an experience specifically tailored for Web3 experts, my design approach was holistic. I zeroed in on UI components, integrating elements of gamification and real-time analytics to ensure an engaging and rewarding user experience. Custom illustrations and micro-interactions were seamlessly incorporated to bring the platform to life, enriching the experts' interaction with the system at every touchpoint.
