Background: This is a passion project I worked on, alongside my summer 2020 internship, to design a better service for the home maintenance and repair tasks. This idea came to my mind from a couple of personal experiences while getting the chores done here in the US. My struggle to find the right expert for the home maintenance work inspired me to take it as a design challenge. Also, it was a part of the 12 week mentorship program conducted by Hoda Pedram—Product designer at Facebook. She encouraged me to apply my design skills to solve this problem and guided me with her valuable feedback and practical strategies.
Timeline: 5 weeks
My Role: It is an independent project so I was responsible for the end-to-end design process from understanding the problem space, ideating solutions, to prototyping UI and usability testing.
Tools used: Figma, Miro
Methods: Literature review, competitive analysis, survey, interviews, usability testing
It is difficult for residents to find the skilled workers that provide home maintenance and/or repair services, when they want to get the tasks done quickly.
A delightful mobile app experience connecting vetted local workers to the home owners and tenants in a trusted and convenient way.
A simple questionnaire to fill out the basic information about the issue and achieve personalized results. Questions include description of the task, location where the problem occurred, appointment scheduler, budget and payment details. Users can go back to change the response, or skip the question.
Users can compare the results by using multiple criteria such as rating, work experience and level of expertise to make an informed decision. Also, Users can connect with an upkeeper to negotiate the price, conduct a free remote inspection and finalize the quote before hiring the service person.
A progress tracker provides the status of the work being done. Users can write a review for the service received. Also, they can add the upkeeper to their personal collection for quick access in future.
Whether in a shared space with family, friends or housemates, most home services can be used by multiple individuals. I decided to design a solution for homeowners and tenants living in shared houses, apartments and hostels. Some of the secondary users I considered are the property managers, real estate investors, hotel owners and house flippers.
I examined 7 direct competitor products and services and reviewed 6 indirect competitors to understand the market landscape, trends and identify gaps between the available solutions and the user needs.
View competitors list
I conducted a survey to collect the quantitative data and short qualitative answers about the user needs and pain points. I received 38 responses from the people with age between 25 and 40.
View survey questions
I conducted 7 semi-structured interviews with homeowners and tenants. I learned about the user behavior and product requirements.
View interview script
Though I didn't focus on the design of the service provider's side, I did a preliminary research to get a deeper understanding of the context for the general maintenance and repair workers in the US. Below are some quick quantitative data points that highlight the opportunity to assist service persons with this app.
How might we enable trustworthy, efficient and affordable home services for our customers in order to get the repair and maintenance tasks done at home?
Key findings from testing
Overall, the participants were very positive toward the prototype. Most of them did not have issues in completing tasks and appreciated the simplicity of design. One participant mentioned that the app feels "inviting" and "makes me feel signing up for a legit service". Another participant mentioned the necessity of additional help feature when the emergency situation arises at night time. Furthermore, one participant asked a thought provoking question about the edge cases- "what if no one has the availability?" and "what if I want to repeat the same task again?"
I conducted informal and formal walkthroughs for the usability evaluations. Informal testing was done online by using a Figma desktop prototype & the formal testing was done in-person with the Figma mirror mobile app.
Informal online walkthroughs
I gave an informal walkthrough to 4 people soliciting their feedback. Evaluators were homeowners and tenants from the age group 25-40. I used Figma's prototype presentation feature to show them the designs. All four provided me with the valuable feedback for further exploration and design.
Formal in-person walkthroughs
I recruited three participants from my neighborhood to test out the high fidelity prototype. I asked each of them to complete a task—"Schedule a service with Emily Getz and fix the problem" that utilizes all features of the app flow and to think-aloud the experience, thoughts or ideas regarding the prototype.
From the testing, I hoped to find answers for following questions:
1. Are the features of the app useful when users are hiring a service person?
2. Is this application easy to use? (Will the user know how to use this application)?
3. Are there any changes that need to be made to improve this application?
Points that are not covered in the case study and I would have loved to delve deeper into: