Role
Lead UX designer, product design
Context
In the summer of my junior year of college, I interned at Variantz, a smart intelligence technology company based in Singapore. From July to August, I worked on a cross-platform project. I dedicated approximately 3.5 weeks to each app, giving me two weeks of actual design work. I spent an additional week developing a workflow solution for the platform provider.
The Problem
Our team was tasked with developing a streamlined platform to address common household repair needs in urban areas. We prioritized transparency and responsiveness to create a seamless, trustworthy service experience.
Team
Cassie Hopkins / Project Manager
Aashna Patel / Designer
Min Yi Jiang / Developer
Taha Zeeshan / Developer
Jasmine Fortez / Developer
David Elgourt / Developer
Timeline
8 weeks
Tools
Figma, Google Surveys, React, Heroku, ClickUp
Research
📚 Literature Review
To start my research, I learned more about the context of repair platforms in Southeast Asia through data and statistics. Building a handyman app required multiple considerations: the target market and the revenue model. This initial research allowed me to craft insightful survey questions while pinpointing crucial gaps to address during the research process.
👩💻 Competitor Research
To improve the accessibility and ease of use of the handyman app, I researched similar apps on the market, and analyzed their information architecture and marketability. I observed the organization of the pages, Home, Bookings, Scheduling, Status (Pending, In progress, Cancelled), and Message Displays (Welcome, Notifications, Errors).
✏️ Surveys
I collected qualitative and quantitative data by using a Google Survey, and I was able to gather information from 30+ Singapore residents ranging from 20-70 years old. My questions inquired about how people find and select household repair services.
From the survey, we found that users prioritize easy price comparisons, quick quotes, and seamless appointment booking. Most users find repair services through web searches. Nearly all secure a service within a week of active searching.
After further review of commoditized and non-commoditized services, automatic matching could be a crucial area of focus to connect clients and service providers rapidly.
Synthesis
User Persona
I created an in-depth user persona and imagined how users would utilize a handyman app. The target audience prefers a simple, trustworthy, and efficient app with easy booking, clear pricing, real-time updates, verified professionals, and reliable support for a hassle-free repair experience.
Meet Aishah, a busy professional and mother of two who recently discovered several issues in her home, including a leaking roof and aging plumbing. She needs a simple online booking system for scheduling repairs.
Meet Aden, a real estate investor who owns multiple rental properties and is constantly juggling tenant requests and maintenance issues. Aden wants to build relationships with reliable repair professionals, and keep rental units in great condition to attract and retain tenants.
Users like Aishah and Aden progress design decisions.
Ideation
Workflows
To establish a rough outline, I developed a guiding framework for the app, envisioning the onboarding, booking process, payment, location tracking, and authentication.
Sketches
I began envisioning the structure and features for the onboarding, booking, requests, and scheduling.
Onboarding can be streamlined through third-party apps or by manual entry.
Bookings are tailored to auto-filtered preferences.
Requests enables users to make transactions, compare rates, and negotiate.
Scheduling shows real-time availability.
Design
Onboarding
I worked on registration with third-party verification. My client wanted the integration of third-party registration, and verification of identity through Singapore's verification, Singpass.
Bookings
I identified common booking patterns and developed a similar flow for the app, where users would be matched with service providers based on criteria like urgency and repair type. I integrated real-time features, including location tracking and active users nearby.
Additionally, my client wanted verification of the job on both the customer and service provider's end.
My solution was to implement a "Confirm arrival" button to ensure agreement on the procedure. By requiring documentation of the repair through before-and-after photos and videos, there is a layer of accountability. A "Confirm completion" step ensures that both parties acknowledge the satisfactory completion of the job and the absence of any damage.
I implemented a rating system to fosters trust and transparency, while integrating in-app payment options like Google Pay and Apple Pay to simplify the transaction process.
Requests
Pricing was a particular challenge, as repair costs can vary widely. Should prices be fixed, or set by the handyman? What if the customer and provider can't agree on a price and get stuck in negotiations?
My team and I decided on integrating a request page, where job requests, negotiations, updates, and messaging can happen.
Scheduling
A key challenge I faced was ensuring that consecutive repairs had sufficient time between them, given the variability in repair durations. To address this, I proposed the service provider is initially allocated one hour for each repair. They can log additional hours if needed or schedule multiple visits.
After conducting usability tests, we decided that the provider is limited to handling one appointment at a time for emergency repairs. If a scheduled appointment passes without confirmation, it will be removed from the provider’s inbox, and the client will receive a notification to reschedule.
Platform Provider Solution
I researched a platform provider solution that would offer a comprehensive suite of tools and services designed to simplify the development process, boost user engagement, and ensure robust performance and scalability.
For merchaNEX, the platform provider would streamline the entire app lifecycle, from initial development through to deployment and ongoing maintenance.
Design System
Color & Typography
In line with the company's signature color, I refreshed the palette by introducing gradients while maintaining a focus on neutrals and blues. I chose off-white and black to reduce eye strain and chose complementary colors to bold alerts within the app.
Icons
I selected icons that resonated with our brand's identity and conveyed our message effectively.
Spacing & Grid System
I used a six-column grid along with rows that adhere to an 8dp grid system. The size and proportion of elements, including typography, icons, components, grids, and margins were set to multiples of 8.
Branding
Given that our demographic primarily consists of older clients seeking home repairs, I prioritized simplicity in our designs to minimize technological confusion and reduce eye strain. By conducting a competitive analysis of popular Singaporean apps like Grab and Gojek, I adopted a similar framework that users found familiar.
I implemented the same components, colors, alignments, and typography styles across all screens to maintain visual coherence and reinforce brand identity. This consistency was crucial in establishing a unified user experience and reinforcing the professional image of the app.
Solution
Takeaways
✍️ Skills Aquired
A primary objective of mine going into this internship was to enhance my ability to create and iterate on design prototypes efficiently. I accomplished this through involvement in multiple projects that required rapid turnaround times. These experiences demanded swift ideation, wireframing, and mockup creation, allowing me to hone my speed and efficiency in prototyping. By establishing measurable targets—such as completing at least one prototype each week and presenting it to the team for feedback—I was able to monitor my progress and ensure I was on track. The difficulty in accessing a representative sample for user testing compelled me to think creatively about gathering actionable feedback.
🤝 Team Dynamic
Collaboration was at the heart of my internship experience. I actively engaged in team meetings, brainstorming sessions, and collaborative projects. Working closely with developers gave me valuable insights into coding practices and how they intersect with design. Additionally, my discussions with my client helped me approach design from a business perspective.
I want to specially thank project manager and front-end developer Cassie Hopkins and my co-designer Aashna Patel for working with me to hash out the design journey for this project.