My process

Research, interviews and organize the data

Based on a series of interviews with end-users, data we captured from the design sprint, and and existing behavioral research, I now had enough insight to properly begin my process of solving the problems. I knew we must reduce friction and consolidate 4 tabs into 2 actionable dashboards that highlight jobs and user metrics. I wanted to leverage the principles of tile-based design into contextual interactions that surface data points in relation to the user and the tasks that want to accomplish. This design would also allow us the ability to provide access to key functions like entering availability and accessing rewards from the new home screen.

Design objectives

• Re-structure the information architecture of the app

• Create clear user flows to perform goal-orientated actions

• Solve disjointed UX by aligning user goals into clear contextual actions

• Create a home dashboard that highlights upcoming jobs and the job board

• Create a central location for prompts like enter availability and redeem rewards

• Revise the existing profile screen to highlight performance stats and the 4 core metrics

• Create a leaderboard that incentives healthy competition amongst teams and individuals

• Create a rewards screen that allows Pros to view their points, progress, and redeem prizes

• Simplify the menu design to house any non-essential links and information

• Complete overhaul of the visual and UI design to align with the new brand

• Update the existing design system with new styles and interactions

Design principles

App experience built around intuitive UX and clear paths to:

• Jobs and job board

• Payouts

• Rewards

• Availability

• Stats

• Leaderboard

It must be Incredibly simple for the users to understand:

• Where stats are and what is required to be on the platform

• What an excellent move looks like and how to maintain it

• Understanding how to build rewards and redeem them

• A clear understanding of leaderboard competitions

• What jobs I have today, upcoming and how to access the job board

Wireframes and sketch

Here I would “quickly” sketch out adaptations to the information architecture and navigational structure in a way that would consolidate and simplify the content, actions, and information the user would need at any point be it prior, during, or after a move. In this phase, I would also explore structural layouts for ways to introduce and design the interactive elements. It was during this exploration that I discovered the efficiency of aligning multiple tabs to create a focused experience around jobs, tasks, and performance.

My goal was to improve workflows and surface key information to the users as simply as possible.

Prototype

Now for the fun part, prototyping in Figma. This part of the process is where I will link and connect all of the concepts I’m working on to create a seamless interactive prototype. This process enables me to test workflows, interactions, continuity, and overall experience with stakeholders and end-users. Prototyping provides tremendous insight as to how the real experience may feel as well as give the engineering team valuable insight into how particular elements should interact.

High-fidelity design

Once the wireframes and overall UX flows are solidified and approved I apply the data and learnings to the design, ultimately bringing the wireframes to the next level. This part of the process is linked to the surface aspect of the UXD process and is where I begin to add and modify all of the visual and UI elements in preparation for the final designs. This gives stakeholders more insight into how the final design will ultimately look and feel.

Test with end-users

At this point, we had some quantitative data and user research on how Pros interact with the existing app, so it was time to run some interviews and gather some qualitative, attitudinal, and behavioral understanding of the new designs.

We conducted interviews of the initial prototypes with our Pro council of select end-users within the workforce. We received amazing feedback and a lot of happy and excited faces. They were thrilled to see these long-awaited features being applied to the app.

Who we interviewed: A council of Bellhop workforce end-users that aligned with the personas.

• 4 Fulltime Pros

• 2 Partime Pros

• 1 Gig worker

We conducted real-time interviews over Google Hangout to review how the Pros interact with the app during their daily routines. We observed behavior patterns and facial expressions along with verbal expressions of what and how the design made them feel and why.

Use cases we experienced during the review process:

• At home in preparation for a move.

  • Usually in a rush, distracted.

• Driving to a move.

  • This provided tremendous insight into the actual behavior of the daily use case of the Pro on the go. After observing these scenarios we knew the information and actions needed to be large enough to view at a glance, and clearly accessible within 3 taps or less. For safety, the Pros only viewed the app while parked or at a standstill.

• On an actual move with customers.

  • Moves are fast-paced and sometimes hectic it was at this point we knew we nailed the dashboard-home concept based on the speed and efficiency the Pro was able to quickly access any contextual information needed.

• After a move.

  • The Pros can be tired and/or in a rush to get to the next job. We needed to keep the actions quick and clear.

• Home with no distractions.

  • Though this situation does occur due to the utilitarian nature of the app we discovered it was less likely than we originally thought and the predominant usage of the app happens before, during, and right after a move.

The Pros felt heard and validated knowing their feedback was being valued and integrated into the app. Their feedback was valuable in the modification of the final designs.