Modernizing Today's Parking Payment Solutions
Our client was modernizing their legacy rate engine to become more performant and more intuitive and to incorporate modern features requested by the customer. The current system was quite cumbersome in implementing the nuanced rate rules that often came with managing parking locations, usually requiring customers to call in and raise customer service requests, resulting in time-consuming processes, customer frustration, and occasional misconfigurations.
This new feature quickly became a differentiator for our client in the market. Showcasing it at a convention led to new customers estimated to bring in an additional $2M in revenue based on just this feature alone. In addition, the cost reduction from the reduction in support calls and the more self-serve nature of this feature created a huge win for our client.
$2M in New Revenue: Market Differentiator
After showcasing this new feature at a national conference, new customer acquisition led to $2M in net new projected revenue based on this feature alone.
Massive Cost Savings in Customer Service Costs
This new design allowed customers to change from a heavy customer service-dependent model to an entirely self-service rate management model, significantly reducing the client’s internal costs and allowing for more efficient future scaling.
Self Service UI: Drastically Simplified
Dialexa distilled the initially redesigned feature, which required over 13 different screens and significant user training and onboarding. The experience was reduced to a single page, which created full-featured rate management with natural language, an intuitive UI, and a rate simulation feature.
New and Improved Interface
At first, the customer designed a new rules management process which both simplified the user experience and added additional capabilities to the system. As much improved as it was, user testing feedback still marked it as too complex for users to understand and interact with, requiring additional training and onboarding time. Based on this feedback, Dialexa designed a new rate management interface that creates a simplified, natural language interface, powered by an LLM. With an intuitive graphical representation of the rules, and the ability to simulate the rates for a particular date / time, the users can easily add rules with their natural language, see, modify and undo the results, and then validate them right within the same screen.
One crucial area the project was able to address was the integration of the customer’s voice in the ideation or evolution journey, facilitating a deeper understanding and commitment to meeting user needs. The project also created a clear path between new ideas and product development, enhancing transparency and traceability within the innovation pipeline.
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