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Maintenance Request Mobile App
UX Case Study -  Design Sprint

A convenient way for property management companies and tenants to easily report, track and manage repair requests.

Competitive research
Proof of concept
Competitive analysis
User surveys
Persona 
Wireframes
Flow diagrams
Mini usability studies
Low fidelity mockups
Hi-fidelity UI
Prototype
Design system
Heuristic evaluation
UI Accessibility

Project/When

What

Why

Maintenance.  Mobile App (iOS)
Mar 2023-Jun 2023

Mobile App (iOS). Design Sprint.
UI Design Constraints

Portfolio Spec Project

Role

Category

UX.UI Designer, Art Director

Real estateService Industry

Software

Figma, Photoshop, Illustrator, Flowmapp, ProtoPie, Principle, Bravo Studio, Notion

Why I made this project

For tenants, having to deal with maintenance requests feels like a burden. Having an app that helps tenants quickly report repair issues or security concerns and get these issues resolved in no time and without much fuss, is a deal breaker. 

For larger apartment complexes, the App helps to efficiently manage maintenance requests and track progress so that tenants can get the help they need quickly and with minimal effort and in a timely manner.


Goal: Design a user-centered Mobile App experience while meeting core users needs and helping them to be more productive and happy. 

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Stakeholder Interviews

During the interviews, I gathered evidence for the problem space and an understanding at a deeper level. Next, I considered what this means for project goals. 

Primary research included: red route analysis, priority reviews, value proposition, impact matrix, product concepts, design priorities and a UX roadmap.


Whiteboard sessions, features audit and mental models

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Experience Audit

Indepth behavior patterns > quantitative data. There is a growing need for a convenient, easy to use, affordable service with fast delivery available form local stores. Deep understanding. Shared what they liked and disliked.

Opportunities for improvement are called out as they relate to the journey, while specific areas for improvement are called out below.

Market research

did research to challenge assumptions and uncover user friction points. Determine the best design solutions based on research and tangible evidence. Evaluative research... tree test, card sort, eye track, A/B, etc. Attiutudinal (what they say) /Beahvioral(what they do).  1. Thank of question 2. Gather evidence 3. Consider what it means.

The claim

Organic food awareness has been growing has been growing in the last 10 years. The market is now estimated at around $10B worldwide.

The problem

Organic food awareness has been growing has been growing in the last 10 years. The market is now estimated at around $10B worldwide.

Competitive analysis

I analyzed 3 of the most popular apps in this space – looking at both the ordering experience and the the negative app store comments to find patterns.

App 1

App 2

App 3

The good
All apps allow users to search for stores nearby and buy locally.


The bad:
There is no way to see the product before registration (App 1, App3) and there's no next-day  or same day delivery option (App 2, App3).

Problems from the comments

I can't browse products before creating an account - no idea if it's worth it!

John

I needed something for Tomorrow and the closest delivery was in a week...

John

Because of the app I found a local store nearby that I can simply go to by foot.

John

User survey and usability tests

I conducted a quick online survey among people who are eco-friendly on Twitter. What: Support call Metric pain points from web analytics and heatmaps. Rich data from user interviews- 'watching' representative users use product, usability: Why. What areas do i need to address first? Solutions for these problems. Treejack

To obtain a baseline understanding of how users viewed the repair request App, I created a questionnaire, paper prototypes and Low-Fidelity wireframes for user testing and research.

CityBike user interviews look at commuting behavior in general via surveys and bike commuting specifically through in-person interviews. Output highlights current user behaviors alongside users’ stated needs.

Part of my goal was to learn more than I knew before I started with research and discovery. I aimed understand usr friction patterns through observation of task-driven testing. I created the F2F research to understand the users, their needs, emotions and behaviors.

What's the most important factor you take into account while eco-shopping?

23 participants

Price

25%

Convenience

34%

Delivery time

31%

Other (please comment)

10%

What I learned about the user...to make informed design decisions. What I learned from users

User Interviews 2/4 Most people use map features regularly and navigation features when they’re taking an unfamiliar route. Being prepared is important and usually requires too many apps. Infrastructure, not bike technology, prevents people from seeing biking as a viable commuting option. A small subset of riders use apps for tracking their rides. Usually those people track other physical activities as well. Many riders are interested in reviewing past routes but won’t download an app just for that.

Opportunities  Immersion / Hypothesis Concepts

 

Provide on-bike displays that provide information without requiring interaction while riding.

 

Provide the rider with confidence that they’ll always be able to find their bike, even when it’s stolen.

 

Provide the rider with what they need to know to be prepared for the journey ahead.

 

Support both the native who knows where they’re going and the visitor who needs more help getting to their destination.

 

Balance showing the rider what’s most relevant in the moment with the big picture.

User Needs

 

CityBike / Connected Bicycle User Interviews Strava Google Maps Dark Sky Cyclemeter Komoot Map My Ride Apple Activity MapOut Buienalarm Weather Underground “I need to know where I’m going and the basics of how to get there.” “I need to be aware of construction and other obstacles to my commute.” “I always check to make sure the weather doesn’t catch me by surprise.” “I like knowing how far and how fast I went.” “I like seeing past routes so I can decide which routes to repeat and which to avoid.” “I need an app that doesn’t take my attention away from the ride.” “I want to see all of my rides in one place so I can compare them and see my progress.”

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Notable comments

Image by Isabela Drasovean

ESTHER

"Change the text and share something about the collection you would like to feature."

Image by Frank Ching
Image by Irene Strong

THOMAS

"Change the text and share something about the collection you would like to feature."

Image by Jared Weiss
Image by Michael Dam

MARY ANN

"Change the text and share something about the collection you would like to feature."

Image by Joshua Rawson-Harris

Impact from initial research shows

1.5  Impact of Research

 

INSIGHTS FROM TESTING AND EXPLORATION:

- The questionnaire provided key metrics of success and friction areas be used in design solutions and used throughout the project

- Usability Tests helped condense my perspective on the problem and creating actionable goals used to develop a strategy 

- User Observations defined behaviors and emotions created from my F2F interviews/tests. This helped uncover raw, hidden gems and unlocking user behavior and desires.


RESULTS
The analyzing friction patterns showed my assumptions needed to be redefined. Areas of immediate consideration:

  • Usability friction pattern when navigating through experience

  • Users confused with step sequence

  • Bloated steps and overly complex

  • Inefficient ways for users to edit or update the repair request

 

This contextual insight and feedback helped me redefining my user-centered approach, gain fresh objectivity and aid with solutions in mapping a future 'to be state'  all while forming a single point of truth.

REDEFINED PROBLEM STATEMENT - SETTING

Esther needs a way to effectively access, track, update and quickly request the apartment repair App in order to get her repair issue resolved as fast as possible and track the outcomes.

Real human behavior to inform my process. Indepth behavior patterns > quantitative data. There is a growing need for a convenient, easy to use, affordable service with fast delivery available form local stores. Deep understanding. Shared what they liked and disliked. confirm your product is solving the right problem, in the right way

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• Find out whether the repair scheduling process is clear and useful

• Find out whether the navigation made sense and effective for users

• See whether participants can successfully create a request and submit easily

• See whether participants notice the ways to track and edit their request

Experience maps

CURRENT STATE of the interface system. Reduced user bias with experience map by focusing on the problem from valid data. Extracted pain points and user goals: stages in user tasks. Direct quotes, user goals, actions, pain points: Pain point dot voting =  top issues. Priority Map/Invert to Goals or benefits "Reduce the need to enter complex data into mobile App"  or find an alternative to enter this data. Don't forget to balance business needs with user needs: fixing ones with biggest impact.

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Target personas

I created two personas based on two types of users for the app: the store owner and the client. Who is the target user? Active observation as a humble apprentice: user quotes = rich/facts. Listened for their goals and how they achieve them with actions..."can you tell me more about that or what you just did...I noticed that you....(explain it to me)"

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Ideation & sketches

Design Charrette and Possible Futures. Explored different sets of potential, novel ideas and refined these for my new designs. with focus on user pain points and user centered goals. Got reality checks by referring to the personas and explored different alternatives.  Internal Design Workshops using Design Charrettes and Possible Furtures Brainstorming techniques. to synthesis. Informed decisions based on data. Reduced user bias with experience map by focusing on the problem from valid data. Extracted pain points and user goals: stages in user tasks. Direct quotes, user goals, actions, pain points: 

The solution

Organic food awareness has been growing has been growing in the last 10 years. The market is now estimated at around $10B worldwide.

User-centered possible solution

Prioritize minimum-majority and absolutely neccesary requirements, goal setting-metrics, easy to track B measure success with usability tests /system metrics. Most important features first, Created a STORY MAP with requirements for NEW STATE with priorities. Nice to have features were lowest on my priority list. Build> get feedback(goals/metrics) . A/B

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User scenarios & storyboards

Reduced user bias with experience map by focusing on the problem from valid data. Extracted pain points and user goals: stages in user tasks. Direct quotes, user goals, actions. Storyboards= shows user needs, design concepts, input conditions and outputs in UI. User's needs are meet by these purposed solutions.

I have ideas to remove pain points flush out solutions into Scenarios and storyboards- make solutions useful, viable and useable,. Understand how my ideas will work in reality. = creativity tempered with reality workable interactions, prevent errors, user behavior. meets goals, users needs and closer to true design solutions.

Metrics demonstrate the value of my user-centered design methods and removes user pain points:

Efficiency: 20% faster input

Effectiveness: 50% fewer data errors

Satisfaction: moves from a 3/5 to a 4/5 star rating

 

Keypath Scenarios

Indepth behavior patterns > quantitative data. There is a growing need for a convenient, easy to use, affordable service with fast delivery available form local stores. Deep understanding. Shared what they liked and disliked.

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Flow diagrams

To outline the necessary app functionality, I created a flow diagram of the main tasks the user can do. One of the flow is shown below. MVP and pivoting to test new (idea) hypothesis, feedback from users, learn from feedback and iterate=build -measure-learn (for improvement).

Information Architecture

Indepth behavior patterns > quantitative data. There is a growing need for a convenient, easy to use, affordable service with fast delivery available form local stores. Deep understanding. Shared what they liked and disliked.

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Mini-usability test

Parcipatory Design

What does success look like and how to measure it. Efficiency= time to complete task, satisfaction=happiness with system, effectiveness= reduction in user errors. Ex. User take 20% less time to complete tasks with new system / process compared to older system.  50% or no data entry issues. New version of App and user satisfaction  goes from 3/5 to 4/5  review stars. or user churn.

Paper prototypes

Worked through the scenarios one by one; allowing persona to perform that task: Minimalist constructed...fast to build and fast to change...for usability testing.

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Lo-fidelity wireframes

MVP: To outline the necessary app functionality, I created a flow diagram of the main tasks the user can do. One of the flow is shown below. Rapid Iterative. Low Fidelity Validation for my UI designs: meet users needs.

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FPO: Image of App Flow

FPO: Wireframes

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High-fidelity UI & Design

Realistic experiences. Once the initial flows were created...user scenario....
I started by defining the font and color structure for design system....

FPO: Color /Fonts/ Icons, imagery , illustrations , Design System,  Art Direction, Mood Board

FPO: High Fidelity UI - Interaction Model

24 high-fidelity designs were created

UI design alignment and grid markup, color

FPO: Blockframe

High-fidelity functional Prototypes

Once the initial flows were created...user scenario....
Rapid Prototyping

Accessibility QC

Once the initial flows were created...user scenario....
I started by defining the font and color structure for design system....

User validation

Once the initial flows were created...user scenario....
I started by defining the font and color structure for design system....

Indepth behavior patterns > quantitative data. There is a growing need for a convenient, easy to use, affordable service with fast delivery available form local stores. Deep understanding. Shared what they liked and disliked.

Key takeaways

Worked through the scenarios one by one; allowing persona to perform that task: Minimalist constructed...fast to build and fast to change...for usability testing.

Effectiveness: does it do the job>

Efficiency: Is it easy ti use as possible?

Satisfaction:Does the user enjoy what they are doing?

 

>> Thought and emtotion= Humans think and feel. 

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