UX Case study Priyama

8/19/2019 UX Case study Priyama

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UX PROJECT - MODERN MISTRI

AN APP FOR CUSTOMERS OF A HOME

REPAIR SERVICES COMPANY

MODERN MISTRI


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WHAT IS THIS APP FOR?

Modern Mistri is a company that providesprofessional home repair services. This appis designed to engage & provide service tocustomers who have enrolled for an AnnualMaintenance Contract. (AMC)

BOOKRequest a service visit

VIEW COSTView & approveestimated cost ofrepair

VIEW HISTORYView Past service visits& history of repairworkdone.

ON CALL


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WHO WHY HOW

Residents of bigmetropolitan cities in India

who are tired of a poorlevel of service providedby home repair guys.Older cities like Kolkatahave a ton of old buildingswith stuff always breakingdown.

The company wants toprovide a seamless and

convenient service to itscustomers, and use thisas a key differentiatorto capture an audience.The app can be an easyand transparent way toengage customers.

The app would link to thecompany’s database, use

GPS technology to letcustomers track arrivalof service vans. It wouldalso be a communicationchannel to exchangeinformation about repaircost, schedules etc.


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USER RESEARCH

SurveyWe sent out surveys to homeowners andrenters in our friend circle. I lived in a hugeapartment complex with very friendlyneighbours, most of whom were happyto participate. The survey was created tounderstand the level of satisfaction withcurrent home repair, what is the ideal level ofservice people expected & if they were likelyto adopt the use of this app.

Ethnographic ResearchWe had in depth conversations with fourhomeowners/renters to understand theirexpectations of a seamless service.We also followed repairmen in their service

calls to understand the market better.

Related ResearchMost of the research was gathered in thecustomer experience design phase of thisproject where we understood client behaviorand developed an ideal service journey forthe customer. details of the research can befound at www.priyamabarua.com/project-modern-mistri1


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PERSONAWe used the qualitative and quantitative data collected in the research to create a persona

for the customer pro le that would inform the direction of the design.


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SYNTHESIS

TRANSPARENT EASY TIME SAVING

The app should promotetransparency in repair

costs. The user shouldn’thave to guess, “Is thiswhat I paid last time?”. Itwould also show patternsin usage. “Is it time toreplace the AC, it seems tobe always breaking down.”

Considering that thepersona is not very tech

savvy, the navigationwould have to beextremely simple withthe main links availableon the home page. Theuser should be able toaccomplish tasks with alow learning curve.

The app should align withthe business strategy of

providing convenience inorder to retain customers.The user should usethe app as the primarymethod of communicationwith the company.


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USER JOURNEY


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CONTENT

HOME PAGELogo with phone numberButtons for Book a service, Service History,Services, Quotations, Contact Us, Pro le

BOOK A SERVICE

The user can book an emergency servicefor the same day or schedule a service at aconvenient time and date. If a service hasalready been booked, the user can track thearrival of the team or reschedule on this

page.

SERVICE HISTORYCustomers can view the repairs done inthe past by date and by task and costsassociated with repair. They can also leavefeedback on this page.

SERVICES

The user can view all the services provided

by the company on this page. This page hasa search bar as well.


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CONTENT

QUOTATIONS

The company can push costs for parts ontothe app with a push noti cation. The cost

will be itemized according to task and part.The user can accept quote or reject it withan optional explanation.

CONTACT

The user can ll out a form here in case theyhave any questions or if an issue arises.They can also request a call back from thecompany on this page.

PROFILE

Users can update their pro le information aswell as add information about their spouse

or roommate.


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INFORMATION ARCHITECTURE


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PROTOTYPE SKETCHES


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HI-FIDELITY WIREFRAMES

OR

Not a member? Register now toenter a new level of service

Login see what youÕremissing

3253XX8 / 9

MISTRIMODERN

Book a serviceS ervice History

Quotations Contact Us

Services

Account

ON

CALL

5 XX

T a p

m e

t o

b o o k

a

s e r v i c

e

& weÕll see you in an hour!

Book a service in advance

Date

OR

Timebook

am

I

pm

BOOK A SERVICE QUOTATIONS

view to approve

installation of Commode

repair of bedroom fan

PARTS

Ceramic tiles

white cement

Commode

TOTAL: Rs. 8,000/-

COST

1,500/-

500/-

7,000/-

Approve No

installation of Commode


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TESTING

“What if I know the parts that are requiredto do the repair? Is there any way for me toupload that information here?”

“Can I see any information on if the peopleI referred have used the service? Can I referpeople on the app?”

“ I nd the power sign in service historyconfusing. And for quotations I would rathersee an icon that denotes money.”

“I like how easy it is to use.”

- Somya


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TESTING

“If I nd a service offered why cant I linkdirectly to scheduling a service?”

“I think that the app should be usablewithout a login for one time users as well.”

“ I would like to refer friends on Facebook.”

- Sreetama

“I’m not sure if a demo is required on therst screen. I would prefer to go to the

website and see what it’s all about.”


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REVISED INFORMATION ARCHITECTUREThe persona we had identi ed relies heavily on references before trying out something new. On testing theprototype, the respondents showed an eagerness to refer friends and get a reward for doing so. So, we included“refer a friend” on the h-ome page and put repair estimates under service history.


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SIGN UP FLOW

Users can sign up on the app using their email address of facebook accounts. Phone number is a must as thatis the identi er for the customer. Users can even skip the signup and use the app with limited functionality.On signing in or skipping signup the user has the option to take a quick tour of the app, update their pro leinformation or even learn about the bene ts of the Annual Maintenance Contract.


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BOOK A SERVICE FLOW

This is a typical ow for if a user is booking a service. If the user is logged in and has a complete pro le theyneddn’t input information about their address and credit card.

UX Case study Priyama

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