Reflection – Learning Launch – Ahmad Suryadi      Challenge    I am working as Product Manager in an online grocery startup in Southeast Asia. Our business  process is kind of simple, customer order grocery items from supermarket near their address,  and then wait until our personal shopper picking and shopping the items and our rider  delivering the items to their address. What I am handling and managing now is app that being  used by the personal shopper and rider, that also means the app that is being used daily for  the shoppers and riders to do their job: shopping and delivering items.    Our team’s main goal is providing the best experience for shoppers and riders in order to  achieve the best overall experience for the customer, including maintaining the on-time  performance for shopping and delivery, maintaining the order accuracy (minimize missing or  wrong items) and giving suggestions for customers if there’s any products in their order are  out of stock.    The challenge we faced is that the background profile of our shoppers and riders. Mostly our  shoppers and riders are only high-school graduates, which means that they are not really tech- savvy, not fluent in English, and somewhat conventional.    We once planned to improve the experience in shoppers contacting customers and suggesting  item replacement for their out-of-stock items. We added the way the shoppers share product  details to customers using chat. We came up with several ideas but not really sure about the  impact of the ideas considering the background of our shoppers.    Selection    To know whether our alternatives might be worked or not to the goals we want to achieve, we  planned to do a learning launch. By using experiment and deep research, we used usability  testing as a method to do our learning launch.     Application    As we used usability testing (UT) as a method to do learning launch, we prepared several things.  In terms of what, we prepared several alternatives ideas that we planned to test to the  shopper. For example, we created 3 types of alternatives: sharing product using share icon  button, sharing product using “Share” word button, and sharing product from the chat room.  We provided the prototype, so the interviewee could interact with the design doing the  scenarios assigned to them. For prototyping, we use InVision.    In terms of who, we scheduled interviews to 7 (seven) shoppers, with varied working period.  In terms of how, we also prepared several scenarios. For example, first scenario is when  shopper initiavely chat customer and share the item recommendation, then the task is shopper  need to share item details to the customer. Using the prototype, the scenarios and task

assigned to the shopper are tested, meanwhile, we as the interviewer observed the reaction  and how they completed the task, e.g., is there any hardship when completing the task or not.    Insight and Approach    From that learning launch—usability testing to be specific, we found out that there’s thing that  we firstly confident will work out then the result is the opposite. For example, before we test,  we were sure that share icon button will work fine and be understandable by shoppers. But  the result said different, they were not understood would prefer the obvious “share” word  button.     From that we know that how learning launch is important, wondering what if we don’t test our  design, it could lead to failure. Although the failure is not that big, but it still consumes effort  and time afterall. We also realized that if things are unsure, better we test, whatever the way  we test (there’s a lot of methods out there).     In term of process, we also try to improve. For example, using more various background of  interviewee to get more inclusive feedback, or trying the numbers of alternatives and scenarios  we want to test.


Reflection – Learning Launch – Ahmad Suryadi Challenge I am working as Product Manager in an online grocery startup in Southeast Asia . Our business process is kind of simple , customer order grocery items from supermarket near their address , and then wait until our personal shopper picking and shopping the items and our rider delivering the items to their address . What I am handling and managing now is app that being used by the personal shopper and rider , that also means the app that is being used daily for the shoppers and riders to do their job : shopping and delivering items . Our team ’s main goal is providing the best experience for shoppers and riders in order to achieve the best overall experience for the customer , including maintaining the on - time performance for shopping and delivery , maintaining the order accuracy ( minimize missing or wrong items ) and giving suggestions for customers if there ’s any products in their order are out of stock . The challenge we faced is that the background profile of our shoppers and riders . Mostly our shoppers and riders are only high - school graduates , which means that they are not really tech- savvy , not fluent in English , and somewhat conventional . We once planned to improve the experience in shoppers contacting customers and suggesting item replacement for their out - of - stock items . We added the way the shoppers share product details to customers using chat . We came up with several ideas but not really sure about the impact of the ideas considering the background of our shoppers . Selection To know whether our alternatives might be worked or not to the goals we want to achieve , we planned to do a learning launch . By using experiment and deep research , we used usability testing as a method to do our learning launch . Application As we used usability testing ( UT ) as a method to do learning launch , we prepared several things . In terms of what , we prepared several alternatives ideas that we planned to test to the shopper . For example , we created 3 types of alternatives : sharing product using share icon button , sharing product using “ Share ” word button , and sharing product from the chat room . We provided the prototype , so the interviewee could interact with the design doing the scenarios assigned to them . For prototyping , we use InVision . In terms of who , we scheduled interviews to 7 ( seven ) shoppers , with varied working period . In terms of how , we also prepared several scenarios . For example , first scenario is when shopper initiavely chat customer and share the item recommendation , then the task is shopper need to share item details to the customer . Using the prototype , the scenarios and task assigned to the shopper are tested , meanwhile , we as the interviewer observed the reaction and how they completed the task , e.g. , is there any hardship when completing the task or not . Insight and Approach From that learning launch — usability testing to be specific , we found out that there ’s thing that we firstly confident will work out then the result is the opposite . For example , before we test , we were sure that share icon button will work fine and be understandable by shoppers . But the result said different , they were not understood would prefer the obvious “ share ” word button . From that we know that how learning launch is important , wondering what if we do n’t test our design , it could lead to failure . Although the failure is not that big , but it still consumes effort and time afterall . We also realized that if things are unsure , better we test , whatever the way we test ( there ’s a lot of methods out there ) . In term of process , we also try to improve . For example , using more various background of interviewee to get more inclusive feedback , or trying the numbers of alternatives and scenarios we want to test .