Building User Trust
Through
Clearity, Quality, Reliability
Swift Services Responsive Mobile App
Business values:
Swift Services aims to:
- Offer fast and reliable home maintenance services.
- Cover a wide range of services, such as cleaning, plumbing, pet care, etc.
- Provide Trust over clear Costs, Professionality and Quality of the services.
- Provide job opportunities for local professionals.
B2C
Role: UX | UI Designer
Project: Team of 4
Tools: Figma, Adobe Photoshop, gogle forms, Maze
Business Needs
- Gain User Trust
- Find solutions for Clear Cost and Quality
- Simple and brief steps for handyman reservation
Target Users
- Customers who don’t have time and skills for the home repair and maintenance tasks.
- They need trust and clarification over price range and time consumed.
- They need fast solutions with diverse range of options.
We had to follow 2 main tasks:
book a plumber on website
book a cleaner on moblile App
Survey
64 respondents
- We tried to understand what gains users trust in opting our services.
- It helped us to categorize services better by knowing which services are most in demand.
- we realized importance of a search bar for better categorization
Type of most in demand services:
Cleaning
75%
Moving
45%
Plumbing
30%
Important info to pick a service and technician:
Transparent Price
90%
Rate & Reviews
80%
Available time
70%
Importance of background check:
50% yes
key insights from Interviews
20 people
- Simple category: Users felt they lacked in-depth information about each service, so a simpler approach could be highly beneficial.
- Technician Details: Users want to see a personalized profile for each technician, allowing them to choose based on skills, abilities, and reviews from others.
- Cost: Users prioritize viewing the detailed breakdown of the price card. Having comprehensive information about each component helps them feel confident in using the services.
- Local area: users like to access to services from their neighbourhood because of their more trust in a local and efficient timing.
Quotes
“Estimating cleaning time based only on area isn’t reliable, since spaces with the same size can have very different cleaning needs depending on things like furniture or layout.”
“A detailed service description helps me choose better, especially if it includes:
How many cleaners are needed for a specific area
The hourly rate or total cost
The available dates and time slots for booking.”
“Reviews are important for building trust. They show that others have had good experiences, which helps ensure the service is reliable, the quality is good, there’s no risk of theft, broken promises, or last-minute cancellations.”
“Emergency cleaning services are helpful. I once had a pipe burst, and the house needed urgent cleaning right away.”
“I prefer that the cleaner brings their own detergents and supplies, so I don’t have to waste time finding the right products for a deeper clean.”
Competitve Analysis
We compared potential competitors. Some important factors are;
- distance parameter to hire local experts
- detailed service descriptions
- Extra Services
- eco-friendly detergents
- search bar
ThumbStack
Kiwi.com
airbnb.com
booking.com
spic&span.en
Spic and Span
- type of cleaning services with detailed description
- Date and time
- Detegents
- extra services
- location
- payment
Affinity Diagrams
Interviewed 20 potential users
Key Takeaways
There are 3 important factors in which we need to consider in our design:
- Price/Cost
- Technician Details
- services included, providing detailed descriptions
Cost
Technician Profile Info
Service Details
User Persona
Kate Watson
Age
Status
Occupation
Lucation
37
Married
Finance Manager
London
Bio
Kate is a full-time worker living with her two pets. She barely has any free time. She wakes up in the morning of a working day, finding her whole house in a mess due to pipe leakage.
Needs
- Urgency: An online platform offering a range of services including urgent cleaning services, pet care and plumbing repair.
- Support policy: cancel the service immediately due to inavailability
- Fair price and quality: reasonable and clear price with high quality services
- Distance: availability of a cleaner in the neighbourhood
Pain Point
- She needs to trust the person in case her pets are home.
- Finding a website that provides transparent pricing.
- Finding a website where services are consistently on time.
User Flow
Challenges
Search
Our goal was to ceate a search experience which users can easily filter the information they need and to avoid confusions or disappointment during the booking process.
We designed the Urgent/Normal section based on the interview results we got from the users.
Cleaning cards
As Swift-Services cover diverse category of services such as plumbing, cleaning and moving, and each of them having a unique price measurement, we describe our serivces by categorizing them into 4 packages with clear serivce description and prices to avoid users confusing over too much choices and beat lack of clarity.
Price Estimation
Based on user interviews, customers were confused about how much the prices of cleaning packages are exact and
We provide many cleaners and we aimed to make the choice easier for customers.
We need to estimate the time of cleaner and also how many cleaners are needed to measure costs more exact
Extra services
Based on the results we got from user interviews, We designed this section for the users that need some specific types of cleaning serivces or unsure about the tools and detergents needed and their prices. To make more clarity of expectations and communication among cleaners and customers.
Iterations & A/B Testing
Home-Before
Home-After
Price Estimation-Before
- Users didn’t know why they should insert their house measurement in the search bar and tend to ignore it.
- The recommendation Message as not easy to read.
Price Estimation-After
- We designed a more step by step design through 4 stages in which users choose the service package, add extra services, enter house areas and windows and furniture after the Attention pop-up and then choose thee number of cleaners based on suggested options and in the end they sleect cleaners.
High Fidelity
