The Challenge
The challenge was to design a platform that balanced the needs of both the users requesting the services and the service providers. For users, the main issue they had was finding trustworthy providers and being able to access information about their pricing, availability, and reviews. Service providers on the other hand, wanted to manage their services without being overwhelmed by administrative tasks like booking, payments, and communicating with their clients.
Research
I began by running interviews with both users and service providers to find out what their pain points and needs where. Users expressed frustration in finding reliable providers and concerns about safety and transparency, while service providers struggled with managing administrative tasks while offering their services. These insights helped shape the product’s main features and helped us prioritize solutions that would address these needs.
Ideation
With a better understanding of the challenge our users faced, I worked with the team to brainstorm possible solutions. We created a Product Vision Board to help guide the product design and keep our focus on transparency, efficiency, and ease of use. I then mapped out user flows and wireframes, considering the needs of both users and providers. The goal was to simplify the requesting process, improve the communication between users and service providers, and create a seamless booking process.
Design
Once we had a clear view of the user flows, I started working on the high-fidelity designs. For the user app, I prioritized having an intuitive navigation and a straightforward booking flow. The key features on this app included: requesting services, reviewing provider profiles, and reading reviews to build trust. For the service provider app, I focused on feature that would allow them to respond to service requests, manage their bookings, set availability, and communicate with their clients. Additionally, I created an admin dashboard for internal company use, that would allow us to manage operations and oversee the app’s performance. I also created the brand identity and naming proposal for the product: Polo (which comes from the game where a person, who is “It," tries to find other people. "It” shouts “Marco.” The others shout “Polo.”). This included the logo, color scheme, and typography.
Testing and Iteration
I conducted usability tests with both users and service providers to make sure the prototypes would meet their needs. For users, we refined the request and filtering features to improve accuracy. For providers, testing revealed opportunities to simplify the admin features, such as managing their bookings and availability. These iterations were crucial to refine the user experience and make sure the design was functional and user-friendly.
Key Learnings
- – Balancing user needs with business goals was essential to create a platform that would work for both users and service providers.
- – Iterating based on user feedback allowed us to continuously refine the product and make sure it met real user needs.
- – Keeping the user interface simple and intuitive was key to creating a seamless experience for both user groups.
Conclusion
Working on Polo gave me tons of invaluable experience when designing for multiple user groups. It reinforced the importance of empathy when creating solutions that aim to address the needs of diverse users. The project also allowed me to grow my skills in both product design and branding, making the final product not only functional but also visually cohesive.