eXpert
Online Consulting with Real Expert
2019 - 2020 / All Product Design include UX, UI Design, Creative Design
Mission :
Radical Improvement for the Knowledge in 3 months
the Knowledge is 18 years old Q&A platform in Naver.
Background
In the past 2 years, as part of the Apollo project, I have been working on a variety of new projects aimed at global markets. But, While we’ve been focused on global market, Naver was gradually losing our market share. So Naver temporarily suspend it’s global project and reset its target to “Radical Improvement” of Naver's old services.
the Knowledge
The Knowledge is a Q & A service that anyone can ask and answer. (In Korean, it called by Jisik-in) Initially, Knowledge was built as a database of questions and answers, it contributes to Naver as a search engine, but 18years later, In people’s minds, it’s an old service that did not guarantee the quality of answers.
Role
Former Knowledge team were mostly did maintenance work. A new TF, including myself, was newly formed to radically improve Knowledge. UX team in this TF took charge of the overall process of the project, and I'm the only senior designer on this UX team.
Pain Point
The Quality of the question cannot be guaranteed because anyone can ask and answer
To solve this problem, Knowledge had real expert but they have been engaged in it free of charge
Hard to find information since categories added without planning whenever needed while 18 years
Solution
The time given to us to improvement was only 3 months. Instead of an entire renewal, we decided to create a new Mobile paid cosulting service that continued the value of Knowledge, focusing on questions and answers. Knowledge already has offline experts in various fields including lawyers, accountants, translators and psychological counselors, etc. We hoped our experts would make a profit in eXpert.
Experts can make profit here
Users can receive professional consulting at a low cost, anytime, anywhere.
Break away from the outdated image of the Knowledge
Screen
Entrance
Users can enter the eXpert service through the eXpert logo on GNB and can switch between Knowledge and eXperts by toggling. Knowledge has been free for 18 years, so people could have antipathy for paid features. To show that the two were clearly different features, we separated them. The main page of the Knowledge was also renewal at the lowest cost.
Expert Profile
After found experts, check the profile, review and select the consultation product.
Consulting by Chatting
After payment of the product, you can start a consultation, transfer a file, and evaluate after the consultation.
Result until launching
eXpert successfully launched in just 3 months. The number of consulting sessions exceeded 3 times the initial goal. Some eXperts earned nearly 6 million won per month. NAVER invested in eXpert and carried out massive promotions such as TV commercials.
Knowledge used to be an outdated product, but now eXpert has become the most focused product in Naver.
New Mission :
After Pandemic, Focusing on Non-contact
Increase categories from 10 to 100, add voice and video chat functions.
Due to the unexpected Covid-19, Attention is being paid to “Non-contact”.
Since Expert is a representative 'Non-contact' service, we have made much more aggressive changes to our existing goals. It's only been 3 months since the launch, but we've been redesign to meet our changed goals.
eXpert aims to increase the number of categories from 10 to 100. Therefore, redesign the UX, which was limited in showing a lot of categories. Since there is a limit to counseling through only chatting, voice and video chat functions have also been added.
Screen
Home
Increase Cunsulting Categories from 10 to 100, Categories are arranged according to the 11 large categories.
eXpert Profile
eXpert can customize more informations and add detailed information and images on there Product page.
Voice & Video Chat
Since there is a limit to counseling through only chatting, voice and video chat functions have also been added.
