Diversee is an on-line community that enable people who are stuggling in on-site customer service career to diversify their chances and better face potential challenges by building up their methodology of making choices and setting up career plan, so as to have a more sustainable career.
Jianan Chen
A service and UX designer, with interdisciplinary design experience on different fields, equipped with creative design thinking and unique approaches and great visual design ability, good at combining different experience and background to produce creativity. Have passion on creating sustainable business innovation and social impact. Looking for design opportunities.
Due to Covid-19, retail and real estate industry face threats, employees with on-site cutomer interaction are facing the risk of losing job.
Even when the market is getting better, the impacts remain. Changes brought by pandemic and technology lead to different work content and environment in customer service, and even employment decrease. To face the challenges, many employees have to either renew skills or consider about changing career.
The painpoint can be concluded as lack of understanding about themselves or the market, and they are lack of methodology to make better choices or plan their career by themselves.
These people in on-site customer service career share the similarity that they need face-to-face interaction with customer and they mostly rely on soft skills. According to prediction by McKinsey and Deloitte, soft skills are going to be more important. However, in interview, many of these customer service people don’t understand much of the composition and the importance of their soft skills which they already have. Instead, some of them think their disadvantage is lacking of tough skills. Moreover, these employees who are considering changes don't know what they can do, thinking they are lack of choices and worrying about making bad choices.
There are 4 phases of the solution: 1. Understand themselves; 2. Understand the market; 3. Build up methodology; 4. Take action and sustain
Starting from the painpoint, the ideation includes a skill diagonse test and the connection to experienced experts, as well as database of others' choices and experience. After measuring the existing service on the market or the government, many limitations were found. As a result, the service will be launched by a new start-up as a brand new third-party service.
The final form of the service will be an App that enable people to test, connect and learn in the on-line community, and gradually develop their own methodolgy of upgrading themselves and their career future.
As a third-party service, Diversee will help users reduce worry and get a sustainable career, help experienced experts to better use their experience and get part-time income, also, it has potential cooperation with current career service web and companies looking for recruitment. For the society, Diversee can help reduce unemployment rate and build up community for common progress to help build up risk resistance capacity to better deal with future.