Case Study - Mobile App Design
Swift Spark
A user-friendly mobile app for homeowners in need of electrical repairs
The Background
Before we begin...can everyone see my screen?
UX Research
Information Architecture
Wireframe
Prototype
Mobile App Design
PROJECT CREDITS
Conceptual Project
This 2023 project was completed through Google's Professional UX Design Certificate.
Conceptual Client
Swift Spark
ROLES & RESOURCES
UX Research
- User Interviews & User Surveys
- Target Audience Analysis
- User Persona Development
- Competitive Analysis
- Information Architecture Strategy
- Usability Testing & QA
UX Design
- Low-Fi Wireframes & Prototypes
- High-Fi Mockups & Prototypes
The Challenge
Booking Electricians Shouldn’t Be This Hard
Time-Consuming Booking Process
It can be tedious to find the ideal electrician, book an appointment, and confirm service details, especially in an emergency
Unclear Pricing & Hidden Fees
Homeowners experience inconsistent service transparency, often leading to unexpected fees or upselling
Unproven Credibility & Reliability
Homeowners want a trustworthy booking platform that ensures the credibility and reliability of electricians
The Solution
Swift Spark: Fast, Transparent, and Trustworthy
Quick-Action User Interface
Support homeowners through straightforward navigation, prominent action buttons, and minimal industry jargon
Flat-Rate Pricing Structure
Implement one flat-rate fee for all services booked through the app to provide the exact cost upfront with no hidden fees or charges
Verification and Reviews
Display credentials and reviews of verified electricians to promote trust and improve research efficiency
The Process
Empathize
Understanding Current Frustrations
I conducted user interviews and foundational research to uncover key pain points, motivations, and potential solutions. I interviewed eight homeowners to understand their current process for finding reliable electricians.
Additional research included analyzing industry reports and conducting a competitive audit of four direct and indirect competitors.
Tedious Processes
5 out 8 homeowners felt overwhelmed with their current process of searching multiple platforms and cross-checking references before booking an electrician
Busy Schedules
6 out of 8 homeowners struggled to find a convenient time within their busy day-to-day lives to coordinate appointments for maintenance work
Fear of Deception
5 out of 8 homeowners reported feeling confused, discouraged, or deceived when communicating with electricians due to unfamiliarity with pricing or industry jargon
Quality Assurance
7 out of 8 homeowners shared concerns that poor quality work will waste time and money, leaving them with a bigger headache than the original problem
Defining the Problem
Meet Hannah: The Busy Homeowner
- *Note: This case study focuses on the Homeowners user group
The Problem Statement
Hannah Holmes is a busy homeowner with a demanding job and family responsibilities. She needs to easily schedule an electrical repair for her flickering lights, because she wants to have a safe and comfortable home environment without disrupting her tight schedule.
Ideate
Brainstorming impactful solutions
I explored creative design solutions for Swift Spark, using research insights to shape key features and user flows. To refine the design, I held a card-sorting session with participants to prioritize features based on homeowner needs.
I iterated through low-fidelity digital sketches of key screens, using early user feedback to remove bias and ensure the app effectively meets user needs at every step.
Prototype
Bringing Ideas to Life
Test
Refining Through User Feedback
I conducted moderated usability tests with four participants and impromptu hallway testing with a Home Depot customer. Participants completed specific tasks while I documented their interactions, feedback, and pain points.
To gather measurable insights, participants also filled out a System Usability Scale (SUS) form, helping to refine the app’s usability and overall experience.
Here’s an overview of the testing process:
- I engaged four participants to evaluate the app's usability. Each session was thoroughly planned, recorded, and analyzed. Participants were given specific tasks within the app, and their interactions, feedback, and pain points were thoroughly documented.
- I conducted hallway testing with a participant customer at Home Depot, seeking more real-world feedback from a relevant setting. This allowed me to assess the app's usability in a less controlled environment and gather invaluable insights into how users might interact with the app outside the lab.
Additional Considerations
Key Feedback That Refined the Vision
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Dark Mode:
Dark mode was added in the second round of testing to improve readability in low-light conditions and reduce eye strain. This feature aligns with accessibility best practices and allows users to customize their experience. -
Improved Contrast & Text Size:
Users found fonts and icons too small and colors lacking contrast. I refined the typography hierarchy and adjusted the color palette to meet ADA and WCAG compliance standards, ensuring better readability, especially for users with visual impairments. -
Enhanced Iconography & Labels:
To eliminate confusion, I redesigned icons and added clear labels to navigation items and buttons, ensuring every interaction is intuitive.
Key Takeaways
User-Centered Design Drives Success
More "Good Stuff"
Some Fun Extras
Although Swift Spark is only a conceptual mobile app project, I created a brand style guide to maintain consistency throughout the design process.
I also designed Swift Spark in other everyday scenarios to fully bring the concept to life.
