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Home services app UX research

Home services app UX research

Role: Product designer

IOS, Android, Web, Cloud based, AI

iOS & Android

Context

Ezelawn app is a cloud enabled mobile application for scheduling home services with Application Management Services (AMS) technology, high availability design, AI powered capability to recommend, schedule and pay for services. The platform is secure with encryption, identity protection, a multi-step account login process (MFA). Application Programming Interface(API) collects data from other apps like google calendar, weather and more enabling users to book services according to their personal data.


My Role: Market research, User stories, Features breakdown structure, Flow, Visual Design, Prototype.
Team: Product designer, Company Founder.
Goal: POC and future product upgrade.

Job offering pop-up


accept - go to the customer profile
profile pic - go to the customer profile
declane - close
address - open in google map/apple

Notification


Payment Received
Message Received
Review Received
Profile Viewed by Customer (Premium Supplier Only)
Profit deposited into your account
Scheduled service cancelled by customer

Profile section

Varification: Not varified - red icon, upload a driving ID; Varified - green icon
Switch the mode- leads to the customer mode [only if it exists for that user]
Edit - opens a new screen
Shate the app - share in the social apps
Back button
See all - scroll a list of the reviews

User Persona 1

Name: Sarah Thompson

Age: 32

Occupation: Marketing Specialist

Location: Denver, Colorado
Goals and Needs:
Seeking a convenient and reliable app for outdoor home services like lawn care and gardening.
Values personalized recommendations, transparent pricing, and easy communication with service providers.
Behaviors:
Tech-savvy and prefers a user-friendly app.
Active on social media and appreciates eco-friendly services.
Tailor the app to provide a seamless, convenient, and eco-conscious experience for users like Sarah.

User Story 1

Ann heard about the app through her husband. She downloads the app.
She opens the app, signs app through his google account. She fills hir personal details and defines the services she wants to get: Repairing.
During the onboarding process, she finds the list of suppliers suggested by the app bot. She chooses Nick as he has a good rating in the apps as well as good reviews. She books the service for Mon 10 to 11 a.m. and pays for it. Ann gives Nick the code from the gate in the app messenger. While Nick is on the way Ann gets the notification. After Nick is done with the job Ann is notified about that and rates his job..

Personas

User Persona 1

Name: Sarah Thompson

Age: 32

Occupation: Marketing Specialist

Location: Denver, Colorado
Goals and Needs:
Seeking a convenient and reliable app for outdoor home services like lawn care and gardening.
Values personalized recommendations, transparent pricing, and easy communication with service providers.
Behaviors:
Tech-savvy and prefers a user-friendly app.
Active on social media and appreciates eco-friendly services.
Tailor the app to provide a seamless, convenient, and eco-conscious experience for users like Sarah.

Name: Sarah Thompson

Age: 32

Occupation: Marketing Specialist

Location: Denver, Colorado
Goals and Needs:
Seeking a convenient and reliable app for outdoor home services like lawn care and gardening.
Values personalized recommendations, transparent pricing, and easy communication with service providers.
Behaviors:
Tech-savvy and prefers a user-friendly app.
Active on social media and appreciates eco-friendly services.
Tailor the app to provide a seamless, convenient, and eco-conscious experience for users like Sarah.

User Story 1

Ann heard about the app through her husband. She downloads the app.
She opens the app, signs app through his google account. She fills hir personal details and defines the services she wants to get: Repairing.
During the onboarding process, she finds the list of suppliers suggested by the app bot. She chooses Nick as he has a good rating in the apps as well as good reviews. She books the service for Mon 10 to 11 a.m. and pays for it. Ann gives Nick the code from the gate in the app messenger. While Nick is on the way Ann gets the notification. After Nick is done with the job Ann is notified about that and rates his job.

Ann heard about the app through her husband. She downloads the app.
She opens the app, signs app through his google account. She fills hir personal details and defines the services she wants to get: Repairing.
During the onboarding process, she finds the list of suppliers suggested by the app bot. She chooses Nick as he has a good rating in the apps as well as good reviews. She books the service for Mon 10 to 11 a.m. and pays for it. Ann gives Nick the code from the gate in the app messenger. While Nick is on the way Ann gets the notification. After Nick is done with the job Ann is notified about that and rates his job.

Card Sorting

Job offering pop-up

• accept - go to the customer

• profile
• profile pic - go to the customer profile
• declane - close
• address - open in google map/apple

• accept - go to the customer

• profile
• profile pic - go to the customer profile
• declane - close
• address - open in google map/apple

Notification

• Payment Received
• Message Received
• Review Received
• Profile Viewed by Customer (Premium Supplier Only)
• Profit deposited into your account
• Scheduled service cancelled by customer

• Payment Received
• Message Received
• Review Received
• Profile Viewed by Customer (Premium Supplier Only)
• Profit deposited into your account
• Scheduled service cancelled by customer

Profile section

• Varification: Not varified - red icon, upload a driving ID; Varified - green icon
• Switch the mode- leads to the customer mode [only if it exists for that user]
• Edit - opens a new screen
• Shate the app - share in the social apps
• Back button
• See all - scroll a list of the reviews

• Varification: Not varified - red icon, upload a driving ID; Varified - green icon
• Switch the mode- leads to the customer mode [only if it exists for that user]
• Edit - opens a new screen
• Shate the app - share in the social apps
• Back button
• See all - scroll a list of the reviews

User Flow

Law-friendly wireframes prototype

Designed prototype

Competitors analysis

After the POC was approved the client requested a deeper research.

Market research: The main competitors from the industry + inspiration of the same product concept from the other industry(Upwork).

Features break down structure: Feature list by products, searching for similar features. Deep dive into competitor product.

Google table

The goal was to take an inspiration from the list of competitors’ features and see how I can upgrade the current product. Here is a part of the features breakdown structure of the TaskRabbit app.

iI figured out that all the communication features are highly important in the app.

Sprint

The goal was to take an inspiration from the list of competitors’ features and see how I can upgrade the current product.

Future steps: features upgrade

Personalization(AI)

• Custom guide
• Customizable analytics dashboard
• Behavior Pattern
• Job poster generator

Communication

• Verification
• Enable/disable getting messages
• Sync bookings with a calendar
• Automated supplier recommendations location based

Search & Booking

• Compare prices
• Upcoming service reminder
• Contact list
• Request for a service
• Price quotes
• Marketplace

Payment

• Provide a breakdown costs
• Safe payment
• Refunds request
• Set limit to minimal budget

Onboarding & set up

• Verification process for clients
• AI assisting

Support

• Support available
• Complain to a scam

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Remote controller

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