MOBILE APP DESIGN | SERVY
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About

The stakeholders say that this application is intended to create a closer connection between clients looking for a particular service with professionals offering it, giving the option to auction a job and have the empowerment to choose the offer more suitable to the client needs. The process of looking for professionals online is uncomfortable by the nature of the unknown, the idea here is reducing that by switching the leg work from the clients to the pros, providing the information needed to help the customer to make an accurate and confident decision.     

The Challenge

Create a mobile application designed for an intuitive user experience.

My Role & Collaborators

The team consists of:  (2) Software Engineers  and myself in role of (1) UX/UI Designer.

Technology: Trello, Adobe XD, React Native (UI)

The Strategy

The plan is to tackle the major functions of the app and create an MVP.  We will use an iOS devices for testing.

Research

The first step in the process is always gathering discovery.

Stakeholder Interviews

I sat down with the stakeholders to understand the requirements and constraints for this project. Determined a goal.

Identify Users

Conducted qualitative research on the types of users this app may have based off the business goals. Also demographics were pulled from web analytics of similar products for reference. After which surveys were given to see how users might respond to this app.

Competitor's Metrics 

Researching the industry and competitor’s strategies/mistakes was key in developing an understanding of how we wanted the app to function.  

Similar Companies

• Thumbtack  • Wonolo  • Home Advisor  • Angies List •  Networx

User Personas

These personas are representations of the type of user this application may encounter. Servy has “Clients” and “Pros” so I broke our personas into two user groups to represent each. Below is a personas from each with a summary of their particular needs.

Nancy  (Client)
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A nurse by trade, Nancy at 38 is a busy mother of two with a new home in the area. She’s strict, particular and somewhat impatient. Her main goal right now is to find a tutor for her son, someone she can have confidence in and that exceeds expectations. Her pain points are: unclear language, slow speeds, and unprofessionalism.

Billy (Pro)
 
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Billy is a 27-year-old web developer identified as non-traditional and  meticulous. Although he is a big gamer and enjoys systems like Xbox, his main goal is to quickly find digital projects to work. The literal effort of searching, unclear instructions, and a lack of customization are his pain points. 

Explorations

From our personas and research I've come to certain assumptions about how users may operate the app. For this case study we will look at one of the main problems I aimed to solve: 

Problem : User needs to be able to create a service request. 

User Flows 
Sketching Lo-Fi

To create this I think step by step about what the user will do.Creating a user journey for each with alternative use cases is necessary to produce our flows.

With an outline I begin to create a low fidelity iteration for this part of the interface. In this stage more challenges will reveal itself.

Userflow for service request.

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We need to see what the interface will look like as the user processes a request. This iteration won out over others because it felt flexible enough to successful execute the steps in the user flows. We wanted users to have a search that is consistent with industry standards as well as clear exits. As this is a major function of this app I wanted to make sure users could take ownership of their choices.

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User Testing

At this stage I’ve had conversations with the devs and have had them review the prototype for any broken ux/ui laws. We want to get this into the hands of our users so we create a test sheet.

What we tested for.

• Ease of use

• Visibility

• Clarity

• Intuitiveness

Findings

Through user testing I've uncovered an unnecessary split of the user's attention between the system status and the prompt. To correct this, I'll move the question to sit within the frame of the prompt.

Refinement

In this iteration I've resolved  some issues and cleaned up the ui.  I also saw an opportunity to reduce interaction costs by removing the range selector for date and budget. This will also remove any ambiguity once a Pro reads the bid for the job. 

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Results

I'll keep communication channels open with stakeholders and work closely with the devs while they code this feature of our minimum viable product.

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