The product: Fiks is a service review app for electricians. Fiks can confidently assist both business and consumers to browse customer evaluations, leave reviews and interact anytime, anywhere, with the best in electrician services.
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Project duration: August 2022 to November 2022.
The problem: Potential competing companies are not addressing the differing needs of both business and residential customers.
The goals:
Make Fiks fast and easy to use for everyone, everywhere.
To become "one-stop-shop" app for the users without oversaturating the user's selection.
MY ROLE
UX designer designing a service review app from conception to delivery.
RESPONSABILITIES
Conducting interviews, paper and digital wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, and iterating on designs.
RESEARCH
I conducted interviews and created empathy maps to understand the users I’m designing for and their needs. A primary user group identified through research was working adults who needs quick and easy access to electrician services.
This user group confirmed initial assumptions, but research also revealed customers came in frustration and great mistrust to the reliability and completeness of the information submitted.
Pain points:
Apps lack assistive technology and are currently only available in English.
Apps often have text-heavy menus that are hard to read.
MEET THE USER
Paulo is a busy executive who needs easy access to the most competent electricians, who are quick to respond and troubleshoot when problems or challenges arise.
USER JOURNEY MAP
Mapping Paulo’s user journey revealed how helpful it would be for users to have access to a easy, quick and reliable way to browse customer evaluations, leave reviews and send messages to local companies before taking a decision.
PAPER WIREFRAMES
Taking the time to draft iterations of each screen of the app on paper ensured that the elements that made it to digital wireframes would be well-suited to address user pain points. For the home screen, I prioritized a quick and easy navigation process to help users save time.
DIGITAL WIREFRAMES
As the initial design phase continued, I made sure to base screen designs on feedback and findings from the user research. Easy navigation was a key user need to address in the designs in addition to equipping the app to work with assistive technologies.
MAIN USER FLOW
LO-FI PROTOTYPE
Using the completed set of digital wireframes, I created a low-fidelity prototype. The primary user flow I connected was selecting and reviewing an electrician, so the prototype could be used in a usability study.
USABILITY STUDY
I conducted two rounds of usability studies. Findings from the first study helped guide the designs from wireframes to mockups. The second study used a high-fidelity prototype and revealed what aspects of the mockups needed refining.
Round 1 findings:
1) Users want tips for getting started.
Round 2 findings:
1) Users want language options other than English.
2) Users want to have access to “last reviews”.
3) Users want to direct select the business contact information.
MOCKUPS
Initially, early designs offered some customization, but after usability testing, I revised the design to include tips for navigating the app and added language options with flags on the home page.
KEY MOCKUPS
Home Screen
The main page of an app that serves as an entry point for users.
Search Page
Help users find specific information or content on a database by providing a search function where they can enter keywords or phrases to search for.
Service Review Page
Platform for users to give their opinions, experiences, and feedback about a particular service or product.
Confirmation Text Page
The purpose of a confirmation text page is to confirm to the user that their action has been successfully completed, and to provide them with any relevant information or next steps.
FINAL SOLUTION
The final high-fidelity prototype features a streamlined user flow for easy navigation of searching, reviewing, and submitting. It also meets user needs with included tips for navigating the app.
ACESSIBILITY CONSIDERATIONS
1) Used icons to help make navigation easier.
2) Draw up a bilingual version
TAKEAWAYS
The Fiks app is the result of many hours of work and effort, lot of network and interchanged relationships, with a user-centered design conveying simplicity, effectiveness and ease of use.
NEXT STEP
1) Conduct another round of usability studies to validate whether the pain points users experienced have been effectively addressed.
2) Hand off design for production.
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