Jo Ionescu
UX/UI Designer
HandyMatch
Your go-to app to fix things in a snap!
A location-based mobile app concept for an on-demand handyman service.
This is a concept app designed during the UX/UI OpenBootcamp, as a final project, after 4 months of blending the conceptual work with concrete real-life problems.
ABOUT THE PROJECT
☑️ Problem Statement
It can be difficult and time-consuming to find a reliable handyman on short notice when you need help with home repairs or maintenance. Lack of quality service is
also a problem. Most people need a handyman, especially in case of emergency so the design of the app should be intuitive, simple, and less time-consuming.
☑️ Pain Points
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Time-consuming search process: Users might have to spend a lot of time searching for a reliable handyman who is available on short notice. They might have to call multiple services, compare prices and availability, and read through reviews and ratings to find someone who can help them.
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Limited availability: Users might struggle to find a handyman who is available at a time that works for them, especially if they need help on short notice.
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Lack of reliability: Users might have had negative experiences in the past with handyman services that were unreliable, unprofessional, or provided poor quality service. This could lead to a lack of trust and hesitation when it comes to hiring a handyman.
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Confusing booking process: Users might find the booking process for a handyman service confusing or difficult to navigate, leading to frustration and wasted time.
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Emergency situations: Users might need a handyman for emergency situations, such as a burst pipe or electrical issue, and require prompt and reliable service to prevent further damage.
An intuitive, simple, and efficient app design could address many of these pain points, by providing users with a quick and easy way to find a reliable handyman who is available on short notice and offering a streamlined booking and payment process that saves time and reduces confusion.
☑️ My Role
UX/UI designer - designing the app from the concept to delivery
THE PROCESS
☑️ Build. Measure. Learn
I used Lean UX principles in the development of HandyMatch to focus on users and their needs at each phase of the design process:
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formulate and validate the hypothesis
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conduct early user testing with rough sketches to unveil unexpected pain points
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define MVP
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focus on research results to create features that users find valuable
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externalize the work using sticky notes, printouts, sketches
THE RESEARCH AND THE PROBLEM DEFINITION
☑️ Hypothesis
Most single women who live alone need someone to help them with home repair or maintenance tasks. They either do not know how to fix what’s broken or simply don’t have time/tools for the task. Most handyman services have male employees. Safety concerns make women feel uncomfortable letting unknown men into their homes.
I believe that developing an app that provides an on-demand handyman service by women for women only will build trust, and safety and save time.
☑️ Research
Conducting User Survey
I conducted a user survey to prove my hypothesis and gain insights from the users.
To reach a larger audience, I wrote a short 15-question survey and posted it on different online communities that matched the targeted user profile.
Results:
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86% said that would be comfortable with a man providing the service. Solution: I need to change the product concept.
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50% dislike having a stranger walking into their homes. Solution: Verified handyman profiles.
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91% don’t have a trustworthy handyman service to rely on in case of emergency. Solution: create an emergency function for instant help.
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79% always check user ratings before hiring a handyman. Solution: establish a feedback and rating function.
The main concern about handyman services is the uncertainty of the price and quality. Solution: develop verified profiles and pre-set rates.
☑️ Personas
After conducting user research, I created 3 personas. I referred to them throughout the entire product development process.
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each persona had a scenario that identified a realistic goal the user might have when working with the app
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the information about each persona focused on its goals and frustrations
1. Sarah, 32: Sarah is a busy working mother with two young children. She struggles to find time to keep up with home repairs and maintenance tasks. When she needs a handyman, it's often for urgent or unexpected issues, such as a leaky faucet or a broken appliance. She values reliability and professionalism and wants a service that she can trust to do the job quickly and effectively. She is willing to pay more for a service that offers convenience and quality.
Busy Professional
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Goal: Find a reliable handyman on short notice for home repairs or maintenance.
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Frustrations: Limited time to search for a handyman, difficulty in finding a trustworthy and professional service, lack of availability of handyman services during weekends or evenings.
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App Requirements: Intuitive and user-friendly interface, ability to book a handyman on short notice, verified handyman profiles with user ratings and feedback, convenient payment options, emergency function for urgent situations.
2. John, 55: John is a retiree who likes to stay active and busy around the house. He enjoys taking on DIY projects but recognizes his limitations when it comes to certain repairs and maintenance tasks. He values affordability and wants a service that offers competitive rates and transparent pricing. He also values good communication and wants a service that will keep him informed throughout the process.
Senior Citizen
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Goal: Find a handyman who is reliable and trustworthy for home repairs and maintenance, at an affordable price.
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Frustrations: Limited mobility, lack of technical knowledge or experience to navigate apps or websites, difficulty in finding a handyman who understands their specific needs and concerns, concerns about safety and security when having strangers in their home.
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App Requirements: Simple and easy-to-use interface, ability to search for handyman services by category or need, verified handyman profiles with user ratings and feedback, transparent pricing, in-app communication and tracking, a clear and simple booking process.
3. Maria, 27: Maria is a young professional who recently moved to a new city and she bought her own apartment. She is unfamiliar with the area and doesn't have a network of reliable handymen to call on. She values safety and wants a service that she can trust to send verified professionals to her home. She is tech-savvy and prefers to use an app-based service that offers a streamlined booking and payment process. She also values feedback and wants a service that encourages customer ratings and reviews to ensure quality service.
Homeowner
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Goal: Find a reliable and affordable handyman service for routine home maintenance and repair needs.
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Frustrations: Difficulty in finding a trustworthy and professional handyman service, unclear pricing, lack of availability of handyman services during weekends or evenings, and concerns about the quality of the work performed.
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App Requirements: Intuitive and user-friendly interface, ability to search for handyman services by location, category, or need, verified handyman profiles with user ratings and feedback, transparent pricing, a clear and simple booking process, convenient payment options, in-app communication, and tracking.
☑️ Design Impact
Focusing especially on the interactional context of each persona, helped me to understand the physical, environmental, and emotional state of the user, at the moment of interaction.
This process has significantly influenced the development of important design decisions and key functionalities. Some examples are as follows:
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instant help function for emergencies
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pre-set rates for price certainty
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chat function to define details of a work order
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using breadcrumbs while setting the work order
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verified handyman profile that reveals customer feedback at first glance
☑️ User Stories
User research and personas creation brought up the users’ main needs, goals, and behavior.
The main issues my design decisions needed to solve were:
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uncertainty about the quality of the service and price
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instant help in case of emergency
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the possibility of reviewing and recommending a handyman
Based on this, I was able to create my user stories and define the MVP.
☑️ Competitive Analysis
1. TaskRabbit
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Direct competitor
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Good: Wide range of services, ability to schedule a handyman for a specific date and time, transparent pricing, user ratings, and reviews
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To improve: The app can be overwhelming and complicated to use for some users. Pricing can be high for certain services
2. Thumbtack
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Indirect competitor
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Good: Offers multiple services, easy to use interface, detailed reviews, and ratings for each handyman, and a personalized quote system that takes into account the user’s needs.
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To improve: The service is not available in all areas. Prices can be high for certain services.
3. HomeAdvisor
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Indirect competitor
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Good: Has a wide range of services, connects users with screened and verified professionals, provides detailed reviews and ratings, and offers a ProFinder feature that matches users with the best pros for their project.
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To improve: Some users may find the site overwhelming and complicated to use. Some pros may not be qualified or may have limited availability.
4. Handy
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Direct competitor
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Good: Offers a 100% satisfaction guarantee, connects users with pre-screened and background-checked professionals, and provides transparent pricing.
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To improve: Some users have reported negative experiences with certain professionals. Prices can be high for certain services.
5. Jiffy
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Direct competitor
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Good: Easy-to-use interface, transparent pricing, user reviews and ratings, and a fast and simple booking process.
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To improve: The service is only available in select locations. Some users have reported unreliable or inexperienced professionals.
After conducting a competitive analysis, I have identified several strengths and weaknesses of our potential competitors. Based on this information, we can determine the necessary features and improvements for our app to stand out in the market.
One of our direct competitors, TaskRabbit, has a well-established reputation and a broad range of services. However, they are known to have high prices and may not be the most affordable option for all users. We can differentiate ourselves by offering lower prices and emphasizing our female-only handyman service.
Another direct competitor, Thumbtack, has a similar platform and offers a wide range of services. However, their customer support has been criticized in the past, which is an area we can prioritize to stand out. We can ensure prompt and efficient customer service to enhance the user experience.
A more indirect competitor, Angie's List, has a focus on user reviews and ratings. While this is a valuable feature, it can also create a lack of transparency and limit user choices. We can overcome this by providing verified handyman profiles and pre-set rates, so users have a clear understanding of what they are getting and at what cost.
In conclusion, HandyMatch should prioritize affordable pricing, excellent customer support, verified handyman profiles, and pre-set rates.
☑️ User Flow
I’ve created a user flow diagram to map every step of the user interaction required to achieve the main goal of this app:
As a user, I want to hire and pay a handyman through HandyMatch.
DESIGN EXPLORATION
☑️ Ideating Solutions
Low Fidelity Wireframes
I sketched each iteration and added the elements and screens that were necessary to reach users’ goals, to quickly see which ideas work best. I put the sketches into Figma to build an interactive prototype and tested some user stories with 3 (three) individuals.
VISUAL DESIGN
☑️ The Mood Board
A mood board is a visual representation of the design elements, colors, textures, and overall aesthetic that will be used in the project. It helps to establish cohesive and consistent visual language throughout the app. Mood boards also aid in communication between team members, as they provide a clear reference point for the design direction of the app.
I used a mood board to establish the color palette for your HandyMatch app. The mood board helped me to explore different color combinations and decide on a cohesive set of colors that would work well together. It also provided a visual reference for the overall aesthetic and style of the app, which helped to guide the design decisions throughout the project.
☑️ The Color Palette
The color palette for the Handymatch app is a well-balanced combination of blue, grey, and yellow hues. The primary colors of dark blue (#0A5BA6) and light blue (#AFCAE0) evoke a sense of trust, reliability, and professionalism. The use of grey (#333333 and #929292) adds a touch of sophistication and balance to the palette. The yellow hues (#FDB813 and #FFDD8D) serve as a striking accent, creating a sense of energy and optimism.
The choice of blue hues is particularly effective for an app that connects users with handymen, as it is associated with trust, reliability, and professionalism, which are qualities that are essential when seeking home repair services. The use of yellow hues adds a sense of optimism and energy to the palette, indicating a dynamic and efficient service.
☑️ The Design System - Atomic Design
The style guide is an essential component of the design process.
A style guide is a set of standards and guidelines that ensure consistency in the design, layout, and presentation of the app. It includes details about typography, color palette, imagery, iconography, and other design elements. By creating a style guide, I ensure that the design principles are in place and that the final product has a cohesive and professional look and feel.
It also helps to speed up the design process and ensures that changes and updates to the app are consistent and efficient.
☑️ Mockups
Mockups are an essential part of app development as they provide a visual representation of the app's design and layout. They serve as a blueprint for the development team to ensure that all the necessary features and functions are included in the app, and they also allow stakeholders to provide feedback on the design before the development process begins.
Mockups can help to identify potential design flaws or usability issues early on in the development process, which can save time and money in the long run.
☑️ High-Fidelity Prototype
A high-fidelity prototype is crucial in the app development process as it offers a near-complete representation of the final product. Allows me to test the functionality and usability of the app in a realistic environment. A high-fidelity prototype also provides an opportunity for early user testing, helping to identify any issues and bugs before launching the app.
Additionally, the high-fidelity prototype can save time and resources by identifying and fixing issues early on in the development process, rather than having to make major changes later in the process.
☑️ Usability Studies
In my case study, developing a hi-fi wireframe and prototype was a crucial step in the design and development of the HandyMatch.
The hi-fi wireframes provided a clear picture of the app’s layout and functionality.
In contrast, the hi-fi prototype allowed me to test and validate the app’s user experience and make refinements as needed.
Usability Study Report for HandyMatch
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Introduction
This usability study aimed to evaluate the usability of HandyMatch, a mobile app that helps users find and hire service providers such as electricians, plumbers, and handymen. The study was conducted with five participants who were asked to complete a series of tasks related to searching for a service provider, booking an appointment, and rating the service provider. The study aimed to identify any usability issues and gather feedback from participants to improve the app's user experience.
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Methodology
The study used a think-aloud protocol and a task-based approach, where participants were asked to complete a series of tasks while verbalizing their thoughts and actions. The tasks were designed to simulate real-world scenarios that users might encounter while using the app. The study was conducted in person and participants were given a pre-defined set of tasks to complete within a set amount of time.
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Results
The study identified several usability issues that can be addressed to improve the user experience of the app. The following are the major findings:
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Easy Navigation: Users were able to easily navigate through the app without confusion. They were able to easily find the search bar, filters, and other important features.
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Clear Layout: The layout of the app was praised by users, with many stating that it was easy to understand and navigate. The use of icons and clear labels made it easy for users to identify and access the features they were looking for.
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User-Friendly Interface: The interface of the app was deemed to be user-friendly, with many users stating that they were able to quickly learn how to use the app. The use of clear, concise language and simple instructions helped users to complete tasks without confusion.
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The Booking Process is not efficient: The process of booking an electrician was found to be efficient and straightforward but something was missing. Users appreciated the ability to search for electricians by location, availability, and price, and were able to book appointments quickly and easily. Users asked to be able to book the handyman on their own terms: at a time and date at their convenience.
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Service Provider Ratings: The rating system for service providers was appreciated by users, with many stating that it helped them to make more informed decisions when choosing a provider. The ability to read reviews and ratings from other users was seen as a valuable feature of the app.
It is clear that the HandyMatch app is well-received by users and has several features that are beneficial for both service providers and users. The intuitive design of the app makes it easy for users to navigate and find the services they need. The streamlined process of searching for a service provider, booking an appointment, and rating the service provider afterward is appreciated by users, as it saves them time and effort. The color palette and style guide used in the app also received positive feedback, with users finding it visually appealing and professional.
The usability studies showed that the HandyMatch app is effective in solving the problem of finding reliable service providers for home repairs and maintenance. The app's user-centric design and features make it a valuable tool for users and service providers alike. The positive feedback from users highlights the potential for the app to continue to grow and improve as more users adopt it.
User testing based on the Steve Krug template
Introduction:
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I introduced myself and explain that you are testing a new app.
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I let the user know that their feedback will help improve the app.
Warm-up Questions:
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What brings you to this app today?
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How familiar are you with using apps in general?
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Have you used any similar apps before? Which ones?
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What tasks do you usually use these types of apps for?
Me: Today we will be testing the app to see how easy it is to find a handyman, book an appointment, and rate the service provider. Before we begin, please remember that there are no right or wrong answers, and we are testing the app, not you. Please think aloud as you navigate the app so we can understand your thought process. Are you ready to begin?
User: Yes, I am ready.
Me: Great. Our first task is to search for a handyman. Can you please navigate to the home screen and find an electrician?
User: (Navigates to the main screen) I see a few options here. I am going to click on the first one.
Me: All right, now that you've found an electrician, can you please book an appointment for a specific date and time that works for you?
User: (Clicks on the electrician and navigates to their profile page) I see a button that says "Book Now" on their profile. I am going to click on that and see if I can book an appointment. Okay, I think I've booked the appointment.
Me: Great job. Finally, after the appointment, you will have the option to rate the service provider. Can you please navigate to the rating page and rate the electrician on a scale of 1 to 5?
User: (Navigates to the rating page) I see the electrician's name and a 1-5 rating system. I am going to give them a 4 out of 5.
Me: Excellent. That concludes our testing. Do you have any final thoughts or feedback about the app?
User: Overall, I found the app to be easy to use and navigate. The home page was straightforward, and I was able to book an appointment without any issues. The only thing I would suggest is to add more information about the service providers' qualifications and experience. also, I want to be able to select a date and time when I can be available when I book a service.
Other than that, I think the app is great.
Me: Thank you for your feedback. We appreciate your time and effort in testing the app.
☑️ Refining the Design
The feedback from the usability testing that users want to book a handyman on their own terms highlights the importance of user convenience and flexibility. Providing users with the option to select their preferred time and date for a handyman service enhances their sense of control and autonomy, leading to a more positive user experience. Additionally, offering this feature can set the app apart from competitors by meeting users' expectations and accommodating their busy schedules. The ability to book on their own terms is especially crucial for users who have hectic work schedules or unpredictable lifestyles.
Incorporating this feature can significantly enhance the app's usability and user satisfaction, ultimately leading to higher user retention rates and increased revenue for the business.
REFLECTION
Working on the HandyMatch case study was a great experience for me.
Through this project, I gained a better understanding of the importance of user-centered design and how it can be applied to create a functional and aesthetically pleasing app. I also learned the significance of usability testing and how it can help in identifying potential issues that users may face while using the app.
Moving forward, the next step would be to implement the feedback received from the usability testing to enhance the app's overall user experience and increase its usability. This will involve further refining the user interface, making it more intuitive and user-friendly. I also plan to continue exploring the latest design trends and incorporating them into future projects.
Adding to this, I am planning to design for simplification and conduct A/B testing for a clean, modern look that helps users to fulfill their goals fast and efficiently.
Working on this case study was a valuable learning experience for me, and I am excited to continue developing my skills and knowledge in the field of app design.