eJamin – Designing Friction For A Better Experience

Challenges: The Customer Happiness team deals with a high volume of emails daily from bailors who have chosen not to provide an email on the Public Facing form.

• This lack of email information adds time to the process of checking emails for receipt retrieval.

• Some bailors may have their own email but intentionally choose the “no email” option.

How might we educate bailor to fill up their own email so that Customer Happiness reduce their time to check every emails to retrieve receipt.

At the discovery phase of this project, I conducted research on the internal stakeholders’ needs and expectations

Medium: Google Meet
Target audience: Customer Happiness Team
No. of respondents: 2

The aim was to learn about their experiences with the high volume emails and bailor’s behaviour while fill up the form.

Result summary:

• Bailor’s mostly have their own email address.

• Bailor will contact Customer Happiness to get their receipt which have been sent to company email.

• Customer Happiness received high volume emails for no-email bailor daily.

• Adding some information in the form to educate bailor the needs of email address information.

Task performed:

• Responding to bailor inquiries

• Providing information and solution to bailors and courts related to eJamin

• Handling daily bail payment process and refund

Existing

The current form includes a checkbox for bailors without a personal email. However, there is no information explaining the importance of providing an email. Regardless of whether bailors have an email or not, they can simply tick the checkbox.

Solution

The research indicates a necessity to introduce friction, requiring users to provide their email information. The proposed solution involves eliminating the checkbox and replacing it with a tooltip and a brief message emphasizing the importance of providing their email.

As a result of the improved version, Customer Happiness experiences a reduced email volume from bailors with no email. This solution enhances task efficiency for both the Public and operations.