Human Services Web App Case Study
Enhance accessibility and increase usability by making the Najdah services available by browser
Role:
Senior UX/UI Designer
Duration:
4 Months
Team:
2 members
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 time being. So we need to find if this solution is good, or we may find another solution through the research.
What issue are we facing now?
After conducting market research and analysis, we discovered that the traffic sources indicated low user retention and accessibility issues. Given the significance of this primary user flow, the low user retention represents a serious concern that could risk service delivery.
The Problem
Users have difficulty navigating the reservation-making process through the mobile app.
Research & Discovery
Pre-Research
During this stage, I dug deep to discover and fix the problems with the "current user flow". Using techniques like collecting feedback insight, usability audit for the current user flow, and competitor analysis.
As I mentioned earlier, one of our business goals is to increase user retention Therefore, I researching competitors and analyzing packages user flow
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.
User Personas
Key Learnings
• Users need to find services without having to sign up.
• Users require more package options to suitable their needs.
• Users need more easily leading user flow process
The Solution
Improve & Scale the design System
Reduced menu items and improved information architecture
Build order service flow for website
Clear typography and spacing for better readability
Enhance the website
Biometric authentication and clear security indicators
How do we approach the design solution?
I collaborated with my product manager to outline the website requirements and how to avoid the issue we found through research.
Process: I collaborated with the product manager to define website requirements.
Advantage: I enhanced the mobile user flow so users can discover services without the need to sign up. I shared this with the team so they agreed on it.
The multiple wireframe rounds, and show them to the team before moving on to the next step.
Process:I had multiple rounds of wireframes. After some revision, I showed it to my project manager and reviewed it with the developer team.
Advantage: I had a clear vision before visual design
What I would do differently: Test the wireframs early
Design main components while carefully considering the alignment between the new website, the Mobile application, and the brand of Najdah.
Constraint: The product didn't have a documented design system, but had solid brand guidelines.
Process: I created components while ensuring visual design aligned well with the mobile application and the brand.
Recordings of the prototype
© 2025 Asmaa Amer