Simplifying access and increasing usability by making home cleaning services available as website
I focus on designing a website that serves as a platform for users to discover services, through any browser, and offer an alternative solution to the mobile app for the time being.
Role
Research
UX /UI
Design system
Product Design
Timeline
4 Months
Team
1 PM
4 SWD
1 PD
Project Overview
Najdah aims to provide high-quality cleaning services by employing professional workers and ensuring efficient work procedures. They already have a mobile app, but they have begun receiving negative feedback regarding accessibility and user retention. Therefore, the Product Manager, following industry research, recommends designing a website. This website would serve as a platform for users to discover services, be accessible via a browser, and offer an alternative solution to the mobile app for the moment. But even with this solution, users can't discover the services with out sign up.
The Problem
Users need a simple way to book, navigate, and discover services without the hassle of downloading or signing up for the mobile app
The solution
Implement the main user flow of navigating and discovring services without sign up
Enhance book appointment flow based on findings.
Design and make the services accessible on browser.
Discovery
What are the outcomes i should focus on?
We need to clarify and implement new user flows for sign-up, navigation, and enhance booking services
Pre-Research
During this stage, I dug deep to understand the problems users face with the current user flow.
Using techniques such as collecting feedback and insights, analyzing the user flow
Feedback Insights
Users need to book more than one cleaner for the same time and see suggested cleaning services.
Users need to have the ability to book the same cleaner every time they book services.
Increase visit time and broadening services area
So we have two needs now for business and users
Business needs
To lower user retention and fix crash issues in the mobile app to gain revenue.
Users needs
To solve usability issues and add simple features to make book appointment easier.
So our goals now are to fill the gap with solve the business and users needs in the same time
Research
Let's make more deep research that serve our goals
Market competitive Analysis
Analyzed 3 competing websites that offer similar services to identify gaps and opportunities
User Flow competitors evaluations
The competitor offers many packages, so I try to analyze how they simplify their packages, as we need to improve usability and revenue.
Streamlining the user journey and persona for faster conversions.
Key Learnings
• Users need to try services without needing to sign up or have account
• Users multiple packages options to suitable their needs
• Can't go on broadening services area as business can't scale now on other areas
Note: For some financial reasons, I couldn't preform user interview
How do i approach the design solution?
Improve User Flow
Preview
I collaborated with my product manager to outline the website requirements and how to avoid the issue we found through research.
Outcome
Improve the user experience for various personas and implement the new features.
Advantage
Improving the mobile user flow and mirroring it in the website user flow provides me with a head start.
Multiple Wireframes
Simplify Design System
