A few weeks ago, the KUDA app trended on Twitter and many subscribers expressed themselves to the full on what their experience looks like in using the app. Many were on the offensive side while a few had good memories of the app. Funnily enough, I had just downloaded the app but seeing the trend, I was discouraged and forced to sit on defense.

a week ago, we have just been moved into different teams for the premium portfolio Bootcamp of SidehustleNig[lms.terrahq.co]. The atmosphere is new and the expectation is not defined probably because we do not know each other and some of the team members are new to the slack app. After the onboarding session with the facilitator, Damilare, we were hopeful but fearful because we did not exactly know how to get started.

It's a new dawn and the task has been given which required every team to select a team leader who will serve as a product manager and scrum master. We could not exactly decide because as of the first day, we had 4 people in the channel; Lydia, Nkechi, Peter, and myself. Nevertheless, I sent the first chat and it was turned down. Got no response, here again, I introduced myself and expected feedback and no one responded. It beginning to feel like I am being too dramatic or assertive. After my snubbing era, comes Abisola and Spencer whose energy was beginning to feel like we are doing this. They are very responsive.

Firstly, we urgently needed team leads because we are behind schedule and need to act fast to 3 days behind s cover-up. I volunteered to lead the team. Then I set up a meeting which I called MEET THE TEAM. this is the first meeting PMs have. This is important because it allows the team to get to know themselves, understand each other's roles and get on the task. Our first meeting was very successful. Half of the team showed up leaving us to be 5 PMs out of 10. Did I forget to mention our task? The task is "Using a product as a case study, go through the design thinking process, and improve the product with a user flow and wireframe. show your research with google forms, ideate with Miro, prototype with Whimsical, and test with real users

Before this task, I have only heard of Miro, Whimsical, and Hashnode but had never done anything with them since delivering is part of the job, and I have to learn fast to lead the team effectively. I remember Spencer asking me how he could sign up on Miro. In my mind, google is your friend... but I managed to put him through anyway.

I was excited that Abisola mentioned KUDA as a suggestion, so I seconded it. I was kinda curious and when the team agreed to understudy that as our case study, It was like " That is it!"

In the meeting, far beyond getting to know each other, we are determined to learn and understand the task. We started by analyzing the task, breaking it into smaller parts, and structuring it into steps to enable us to deliver. Kudos to smart colleagues like Spencer and Sola. We didn't want to end the meeting without a mini-task for the team or a plan of action. PM meetings are generally characterized this way, always having feedback and a plan of action guiding the team delivery. the next steps must be precise and clear. Always ask the question "What happens next?" or "what next?"

This question is indeed a lifesaver. it has helped to figure out what to do over time, step away from confusion and identify what is missing even when we think we've seen the light. In the first meeting, we decided to use KUDA app as our product case study following the previous trend on the fintech company's product. We assigned a task to the team which is to check out reviews and understudy the product, the feedback from the reviews will guide us in making user research to improve the User flow of the product. Using Miro, we created a Frame for each team member with enough stickers to take their reviews.

Wait! there are a lot of things we discussed and mapped out using Miro... By our second meeting, we returned with feedback on the previous review task assigned to the team. We were able to come up with some KUDA user feedback from one-on-one interaction with users, social media reviews, etc... With this understanding, we crafted our problem statement and research questions using Google Forms. we share this on social media and have a couple of amazing data to work with.

Creating the USER FLOW/ WIREFRAME

At this point, we have distributed our questionnaire using Google forms and have gotten the required data to improve the user flow for the KUDA app. It is not smart to dive into creating a user flow and wireframe with our creating a user persona. We used the feedback to create 3 user personas of which we voted and chose one. We tried to create this from a realistic and user perspective. We called our user Folu, a food vendor that uses KUDA for his daily transaction

On the user flow, we showed step by step approach to how users can get into the app and make certain settings in the app that will speed up the beautiful user experience.

The Problem Statement; Users trying to get complaints across get delayed because of poor customer responsiveness. Our solution is to get complaints resolved through the self-service features.

This problem statement came about as a result of the data collected from the user research we gathered and after robust deliberation, research and analysis became up with a solution.

The solution is called SELF-SERVICE. This is a customer-responsive algorithm that helps improve user experience by responding to the complaints of KUDA App users. According to our case study, it takes days or weeks for simple complaints of a transaction using KUDA to be resolved. Poor customer service becomes a big challenge for users but if some sort of AI algorithm can be infused to attend to users' complaints both as a chat box or another simple form, that can restore confidence amongst users.

From the user flow and wireframe, the setting for self-service should be as easy as clicking on a screen to activate. This allows you to chat with staff or get responses from already integrated but detailed FAQs. This Self Service software can have high-definition functions like scan to know why a certain transaction is delayed or why the app is hanging etc.

Our focus on understudying KUDA was to improve the user's experience and we believe self-service is the best bet on that

#Kelechindieze