what i've worked on
SERVICE DEISGN • BRANDING • UX/UI • DEV
MOBILE APPLICATION + DESKTOP ADMIN
Creating a digital service from the ground up, we had the goal to facilitate people's access to everyday service providers, such as plumbers, painters, and private teachers.
24help was just an idea when we started. The goal was to build an application that would connect everyday users to service providers in case of emergencies, such as plumbers, electricians, locksmiths; but also for planned and recurring things like painters, gardeners, pet sitters etc.
At this stage, the market lacked in competitors in this field, so we had a big opportunity to make something awesome. This was a big project, that involved branding, research, ux/ui design and development for 2 applications (one for users, and other for service providers) and a admin system.
Well, the first thing we need to do was get to know the market and grasp what was the problem we were going to solve with this service. To do that, we planned a research in three fases: the first one to learn about the business, competitors and stakeholders. Second, to comprehend the context of the service providers that were to use this app as a tool to work. And third, to find out about final users that would request the service.
We applied plenty of research tools to get all the data we needed, such as: quantitative surveys, focus groups, interviews, benchmarking etc. To get everything to make sense, we mapped the pattern of informations throughout different methods, set the basic requirements for the result and translated that into job stories.
The output was organized in directions for different aspect of the business: digital product and real-life service. As well as opportunities that weren't previously planned. We delivered the research data and conclusions in a 250+ pages report.
This material was used to build the product branding, and later on, the user experience flow and interface of the app and admin. Here is some of the implementation.
What I've learned
This was my first big research as service design lead, so I learned not only technically (although a lot of this too!), but mainly leading the project, delegating and organizing tasks, and talking with our client. I had to solve several issues related to outside interference in our work process, as well as translate our results visually, in a way that the client could perceive its value. In the end, the final result received a lot of compliments!
But during this project I realized how much it's important to make our process really understood. Especially when we're talking about design research. I learned that it's our job as designers to educate the clients and reinforce the difference this makes in their business.
Who worked on this