Problem
In the heart of a digital solution designed for homeowners and home service providers to have a seamless interaction, a challenge arose in conveying clear information related to interior decoration, home improvement decisions, and data supporting quotes provided by service providers. To address this issue, my team (Product) and I embarked on an improvement journey to enhance the overall interaction experience across the system.
Highlights
This project began as an environment for homeowners and service providers to interact. A standout feature that improved satisfaction and fostered effective relationships was the floor planner tool, designed to facilitate the accurate transmission of information remotely and virtually.
Understanding the context
Direct collaboration with key contributors allowed for in-depth understanding of user hurdles (Homeowners & Service providers) and potential opportunities for business growth, pushing this venture ahead. Here are my primary observations:
- Interactions included instant messaging to share ideas, images, videos and share Pinterest boards
- Home owners already had access to a large directory of service providers (SP)
- Service Providers wanted to share their portfolio, ideas, recent projects
How important are these factors in your relationship with clients?
From the survey, we learned that an increasing number of users (both Home owners and Service Providers) care about clear communication, a modicum of self service, and flexibility of creation. It's not solely about communication and images. I also partnered with a researcher who conducted 60-minute moderated interviews with 12 deliberately selected participants; Homeowners of different walks of life and service providers of varying skill level and experience. Here’re the key takeaways:
- Most participants indicated that they seek design information through the quotes digital tool, although extracting this information from instant messaging is currently usable. However, accurate and pinpoint information leads to frequent back and forth between both parties.
- Both participant groups consistently rated creativity and self service as top priorities in their preferred interaction.
- Participants were asked if they sought visual information during interaction with Service Providers and Homeowners
Strategy
To enhance support for our user groups, I led an alignment workshop with key stakeholders to develop user-centred strategies aimed at improving outcomes.
Ideation
Evalutive research
Let's create
something
together
