UX Designer | HomeAdvisor
SERVICE REQUEST PATH
HomeAdvisor’s core product is centered around its service request path where users are able to answer a series of questions about their home projects in order to be matched with applicable service professionals. The experience needed to be improved and given that HomeAdvisor is a mobile-first product it was decided to start with improvements to the mobile web experience and iOS/Android apps first.
THE PROBLEM
The user interface for HomeAdvisor’s service request path has been appearing dated and the user experience is not up to current user standards and expectations.
THE GOAL
Increase service request path conversions.
Increase NPS among all users.
Increase return usage among all users
THE SOLUTION
Elevate the existing design to create a more appealing and functional user experience in order to increase the number of service requests and returning users.
MY ROLE
As lead designer, I was charged with improving the way users navigate through the interview path. I focused on improving the layout of the questions, navigational elements, and new vs known user experiences. I then partnered with the internal design team to elevate the look and feel of the mobile web experience as well as the iOS/Android apps.
Research, Wireframes, Mobile Web, Android/iOS App, Prototype
DISCOVERY
External research was conducted to understand the competitive landscape and to extract product-specific insights. We distilled the collective data to extract key findings, user pain points, and foundational functions to create a clear benchmark for the updated service request path.
It took several rounds of iteration to distill the experience down.
THE DESIGNS
Partnered with the internal design team to bring the wireframes to life.
Users can easily provide details about a home project in order to be matched with relevant service professionals to complete the project.
THE RESULTS
Throughout the design process, I collaborated with a number of stakeholders, product, design, and development teams to create the best experience for users looking to submit a service request through the main interview path. As the design currently stands it is in development and will be launching in October 2019.