Creating opportunities for tradespeople to succeed in South Africa
Creating opportunities for tradespeople to succeed in South Africa
Creating opportunities for tradespeople to succeed in South Africa
Redesign for mobile
Redesign for mobile
Redesign for mobile
Client
Client
Home+ Hero
Home+ Hero
Product
Product
Mobile app
Mobile app
Platform
Platform
React Native App
React Native App
Redesign and additional features to enhance the experience of tradespeople getting the job done.
Redesign and additional features to enhance the experience of tradespeople getting the job done.
Redesign and additional features to enhance the experience of tradespeople getting the job done.
The Hero App redesign aimed to empower tradespeople to efficiently accept jobs from customers, manage their businesses, and streamline their workflows. Leveraging the potential of React Native technology, I undertook the challenge of redesigning the existing Flutter app to cater to the unique needs of tradespeople. The primary objective was to enhance user experience while maintaining the app's core identity.
The Hero App redesign aimed to empower tradespeople to efficiently accept jobs from customers, manage their businesses, and streamline their workflows. Leveraging the potential of React Native technology, I undertook the challenge of redesigning the existing Flutter app to cater to the unique needs of tradespeople. The primary objective was to enhance user experience while maintaining the app's core identity.
The Hero App redesign aimed to empower tradespeople to efficiently accept jobs from customers, manage their businesses, and streamline their workflows. Leveraging the potential of React Native technology, I undertook the challenge of redesigning the existing Flutter app to cater to the unique needs of tradespeople. The primary objective was to enhance user experience while maintaining the app's core identity.
My role
My role
Lead designer, Design system development, Collaborator
Lead designer, Design system development, Collaborator
The team
The team
Lead designer, 1 tech lead, Team of 7 Engineers, 1 Project Manager
Lead designer, 1 tech lead, Team of 7 Engineers, 1 Project Manager
Timeline
Timeline
June 2023 - Present
June 2023 - Present
A distinctive situation where this marked one of my initial projects, and I now have the chance to revisit and enhance what was initially created a couple of years ago.
The challenge
The challenge
The challenge
As an intermediate product designer at Home+, I had the privilege of working on the Tradespeople App, a transformative tool designed to empower tradespeople in South Africa. The app enables tradespeople to accept job requests on demand and schedule future appointments, effectively becoming a powerful tool in their pockets to receive work and efficiently manage their businesses. By providing tradespeople with this user-friendly and intuitive app, Home+ aims to have a massive impact on employment growth and opportunity in South Africa.
As an intermediate product designer at Home+, I had the privilege of working on the Tradespeople App, a transformative tool designed to empower tradespeople in South Africa. The app enables tradespeople to accept job requests on demand and schedule future appointments, effectively becoming a powerful tool in their pockets to receive work and efficiently manage their businesses. By providing tradespeople with this user-friendly and intuitive app, Home+ aims to have a massive impact on employment growth and opportunity in South Africa.
As an intermediate product designer at Home+, I had the privilege of working on the Tradespeople App, a transformative tool designed to empower tradespeople in South Africa. The app enables tradespeople to accept job requests on demand and schedule future appointments, effectively becoming a powerful tool in their pockets to receive work and efficiently manage their businesses. By providing tradespeople with this user-friendly and intuitive app, Home+ aims to have a massive impact on employment growth and opportunity in South Africa.
The main challenge was to provide a solution at parity with the current app. I had the opportunity to improve a few flows and to provide tradespeople with a seamless platform that allowed them to accept jobs from customers, efficiently manage their businesses, and access essential tools and information on-the-go.
There was no initial design system set up which lead to inconsistent design application
Inconsistent button usage
The initial design of the app was created in Adobe XD two years prior, and due to the lack of design resources within the company, there were screens which were built by engineers with no initial designs
The main challenge was to provide a solution at parity with the current app. I had the opportunity to improve a few flows and to provide tradespeople with a seamless platform that allowed them to accept jobs from customers, efficiently manage their businesses, and access essential tools and information on-the-go.
There was no initial design system set up which lead to inconsistent design application
Inconsistent button usage
The initial design of the app was created in Adobe XD two years prior, and due to the lack of design resources within the company, there were screens which were built by engineers with no initial designs
The main challenge was to provide a solution at parity with the current app. I had the opportunity to improve a few flows and to provide tradespeople with a seamless platform that allowed them to accept jobs from customers, efficiently manage their businesses, and access essential tools and information on-the-go.
There was no initial design system set up which lead to inconsistent design application
Inconsistent button usage
The initial design of the app was created in Adobe XD two years prior, and due to the lack of design resources within the company, there were screens which were built by engineers with no initial designs
Existing screenshots from the current solution.
Existing screenshots from the current solution.
User journeys for the existing app. This was used as the foundation to expand and improve the app.
User journeys for the existing app. This was used as the foundation to expand and improve the app.
The redesign aimed to address pain points related to job acceptance, quoting, scheduling, and client communication.
The redesign aimed to address pain points related to job acceptance, quoting, scheduling, and client communication.
The redesign aimed to address pain points related to job acceptance, quoting, scheduling, and client communication.
User research
User research
User research
The Hero App catered to a diverse range of tradespeople, including plumbers, electricians, carpenters, and more. Their specific needs are outlined below:
Streamlined job acceptance: Tradespeople needed a user-friendly interface to accept and manage jobs from customers promptly. It was decided to have separate homes for for a tradespersons bookings or new requests.
Efficient business management: Managing appointments, invoices, and customer communications required a comprehensive and accessible solution.
Seamless on-the-go access: Tradespeople required the ability to access the app's features and tools from anywhere to stay on top of their businesses.
The Hero App catered to a diverse range of tradespeople, including plumbers, electricians, carpenters, and more. Their specific needs are outlined below:
Streamlined job acceptance: Tradespeople needed a user-friendly interface to accept and manage jobs from customers promptly. It was decided to have separate homes for for a tradespersons bookings or new requests.
Efficient business management: Managing appointments, invoices, and customer communications required a comprehensive and accessible solution.
Seamless on-the-go access: Tradespeople required the ability to access the app's features and tools from anywhere to stay on top of their businesses.
The Hero App catered to a diverse range of tradespeople, including plumbers, electricians, carpenters, and more. Their specific needs are outlined below:
Streamlined job acceptance: Tradespeople needed a user-friendly interface to accept and manage jobs from customers promptly. It was decided to have separate homes for for a tradespersons bookings or new requests.
Efficient business management: Managing appointments, invoices, and customer communications required a comprehensive and accessible solution.
Seamless on-the-go access: Tradespeople required the ability to access the app's features and tools from anywhere to stay on top of their businesses.
User persona of a Hero
User persona of a Hero
This user-centric approach has guided the design decisions, ensuring that the app caters to the specific requirements of tradespeople in the region.
This user-centric approach has guided the design decisions, ensuring that the app caters to the specific requirements of tradespeople in the region.
This user-centric approach has guided the design decisions, ensuring that the app caters to the specific requirements of tradespeople in the region.
The uncovered main jobs to be done:
View and manage new & upcoming jobs
Add in bottom navigation
Add in bottom navigation
Create advertising space to upsell
Enhance the quoting experience
The solution
The solution
The solution
Throughout the development of the Tradespeople App, my focus has been on understanding the unique needs and challenges faced by tradespeople in South Africa. By conducting interviews and conversations with tradespeople from diverse backgrounds, I have gained valuable insights into their workflows, preferences, and pain points.
Throughout the development of the Tradespeople App, my focus has been on understanding the unique needs and challenges faced by tradespeople in South Africa. By conducting interviews and conversations with tradespeople from diverse backgrounds, I have gained valuable insights into their workflows, preferences, and pain points.
Throughout the development of the Tradespeople App, my focus has been on understanding the unique needs and challenges faced by tradespeople in South Africa. By conducting interviews and conversations with tradespeople from diverse backgrounds, I have gained valuable insights into their workflows, preferences, and pain points.
Rough paper wireframes exploring the home screen.
Rough paper wireframes exploring the home screen.
Ideation, Wireframes, and Prototyping
Ideation, Wireframes, and Prototyping
Methods
Methods
Methods
The following methods were used to solve the main challenges:
The following methods were used to solve the main challenges:
The following methods were used to solve the main challenges:
User interviews: Conducted interviews with tradespeople to gain insights into their daily challenges and pain points.
User personas: Developed detailed user personas to better understand the diverse needs of tradespeople.
Usability testing: Conducted usability testing to validate design decisions and gather feedback for continuous improvement.
User interviews: Conducted interviews with tradespeople to gain insights into their daily challenges and pain points.
User personas: Developed detailed user personas to better understand the diverse needs of tradespeople.
Usability testing: Conducted usability testing to validate design decisions and gather feedback for continuous improvement.
User interviews: Conducted interviews with tradespeople to gain insights into their daily challenges and pain points.
User personas: Developed detailed user personas to better understand the diverse needs of tradespeople.
Usability testing: Conducted usability testing to validate design decisions and gather feedback for continuous improvement.
Divergent creative exploration
Divergent creative exploration
Divergent creative exploration
Results
Results
Results
*As the project is still ongoing, there are no metrics to report yet. Stay tuned for updates in the future!
*As the project is still ongoing, there are no metrics to report yet. Stay tuned for updates in the future!
*As the project is still ongoing, there are no metrics to report yet. Stay tuned for updates in the future!
Before (left) and after (right)
Before (left) and after (right)
The redesign was centred on optimising job acceptance and business management functionalities, providing a comprehensive set of features for tradespeople:
The redesign was centred on optimising job acceptance and business management functionalities, providing a comprehensive set of features for tradespeople:
The redesign was centred on optimising job acceptance and business management functionalities, providing a comprehensive set of features for tradespeople:
Streamlined user journeys
Different merchant types required different decision paths and various levels of compliance. From signup to onboarding to the transaction dashboard, we considered how to simplify their journeys, reduce friction points and make them feel supported.
Different merchant types required different decision paths and various levels of compliance. From signup to onboarding to the transaction dashboard, we considered how to simplify their journeys, reduce friction points and make them feel supported.
Different merchant types required different decision paths and various levels of compliance. From signup to onboarding to the transaction dashboard, we considered how to simplify their journeys, reduce friction points and make them feel supported.
Job review & acceptance
The app offers a clean and simple interface, allowing tradespeople to efficiently review job details and access basic customer information. This intuitive setup streamlines the job acceptance process, ensuring quick decision-making.
The app offers a clean and simple interface, allowing tradespeople to efficiently review job details and access basic customer information. This intuitive setup streamlines the job acceptance process, ensuring quick decision-making.
The app offers a clean and simple interface, allowing tradespeople to efficiently review job details and access basic customer information. This intuitive setup streamlines the job acceptance process, ensuring quick decision-making.
Hero profile enhancement
A robust solution was developed to elevate the hero profile experience. By effectively grouping and logically sorting information, tradespeople can easily find and update their profile details. Verification status is prominently displayed, inspiring confidence in customers.
A robust solution was developed to elevate the hero profile experience. By effectively grouping and logically sorting information, tradespeople can easily find and update their profile details. Verification status is prominently displayed, inspiring confidence in customers.
A robust solution was developed to elevate the hero profile experience. By effectively grouping and logically sorting information, tradespeople can easily find and update their profile details. Verification status is prominently displayed, inspiring confidence in customers.
Customer and Support Communication
The Hero App facilitates seamless interaction with customers, fostering better service experiences. For efficient support, an integration with Intercom provides AI-generated, swift assistance to Heroes. Additionally, dedicated chat screens enable tradespeople to review incoming and older messages, which get archived after 30 days, ensuring clear and organized communication.
The Hero App facilitates seamless interaction with customers, fostering better service experiences. For efficient support, an integration with Intercom provides AI-generated, swift assistance to Heroes. Additionally, dedicated chat screens enable tradespeople to review incoming and older messages, which get archived after 30 days, ensuring clear and organized communication.
The Hero App facilitates seamless interaction with customers, fostering better service experiences. For efficient support, an integration with Intercom provides AI-generated, swift assistance to Heroes. Additionally, dedicated chat screens enable tradespeople to review incoming and older messages, which get archived after 30 days, ensuring clear and organized communication.
Innovative and progressive thought process
Innovative and progressive thought process
Innovative and progressive thought process
Revamped Quoting and Invoicing
Revamped Quoting and Invoicing
Revamped Quoting and Invoicing
The redesign introduced an intuitive quoting flow that revolutionizes how Heroes create quotes on-site. By requiring only essential labor cost input, this process caters to the majority of quotes with utmost ease, enhancing the efficiency of their job management.
The redesign introduced an intuitive quoting flow that revolutionizes how Heroes create quotes on-site. By requiring only essential labor cost input, this process caters to the majority of quotes with utmost ease, enhancing the efficiency of their job management.
The redesign introduced an intuitive quoting flow that revolutionizes how Heroes create quotes on-site. By requiring only essential labor cost input, this process caters to the majority of quotes with utmost ease, enhancing the efficiency of their job management.
Main insights learnt from speaking to Heroes
Main insights learnt from speaking to Heroes
Main insights learnt from speaking to Heroes
Heroes want to create and send quotes as fast as possible
There is a preference to have predetermined kits built out so that they can quickly add labour and materials
Heroes prefer transparency and customisation
Heroes want to create and send quotes as fast as possible
There is a preference to have predetermined kits built out so that they can quickly add labour and materials
Heroes prefer transparency and customisation
Heroes want to create and send quotes as fast as possible
There is a preference to have predetermined kits built out so that they can quickly add labour and materials
Heroes prefer transparency and customisation
Improved alert and banner messaging
In the app's recent update, we dedicated efforts to enhance the alert and banner messaging system for improved user communication. By streamlining and consolidating the alert and banner design, we achieved a more efficient and user-friendly interface. Now, users can expect precise and timely notifications, ensuring a seamless experience while navigating through various alerts, notifications, and confirmations. This improvement is a testament to our commitment to providing a more intuitive app interface, ultimately enhancing user satisfaction and engagement.
In the app's recent update, we dedicated efforts to enhance the alert and banner messaging system for improved user communication. By streamlining and consolidating the alert and banner design, we achieved a more efficient and user-friendly interface. Now, users can expect precise and timely notifications, ensuring a seamless experience while navigating through various alerts, notifications, and confirmations. This improvement is a testament to our commitment to providing a more intuitive app interface, ultimately enhancing user satisfaction and engagement.
In the app's recent update, we dedicated efforts to enhance the alert and banner messaging system for improved user communication. By streamlining and consolidating the alert and banner design, we achieved a more efficient and user-friendly interface. Now, users can expect precise and timely notifications, ensuring a seamless experience while navigating through various alerts, notifications, and confirmations. This improvement is a testament to our commitment to providing a more intuitive app interface, ultimately enhancing user satisfaction and engagement.
Opportunities to bring delight
Opportunities to bring delight
Opportunities to bring delight
In refining features for the Hero app, an exciting opportunity arose to add small moments of joy. Delight in app design goes beyond functionality, embracing the art of incorporating joy, surprise, and satisfaction into the user experience. This involves using playful animations, user-friendly interactions, and appealing design elements, transforming the app from a practical tool into a source of positive emotions. These delightful moments enhance user engagement and satisfaction, fostering a positive relationship with the application. On a psychological level, these experiences create a more memorable and enjoyable interaction, strengthening brand loyalty and leaving a lasting impression in the user's digital journey.
In refining features for the Hero app, an exciting opportunity arose to add small moments of joy. Delight in app design goes beyond functionality, embracing the art of incorporating joy, surprise, and satisfaction into the user experience. This involves using playful animations, user-friendly interactions, and appealing design elements, transforming the app from a practical tool into a source of positive emotions. These delightful moments enhance user engagement and satisfaction, fostering a positive relationship with the application. On a psychological level, these experiences create a more memorable and enjoyable interaction, strengthening brand loyalty and leaving a lasting impression in the user's digital journey.
In refining features for the Hero app, an exciting opportunity arose to add small moments of joy. Delight in app design goes beyond functionality, embracing the art of incorporating joy, surprise, and satisfaction into the user experience. This involves using playful animations, user-friendly interactions, and appealing design elements, transforming the app from a practical tool into a source of positive emotions. These delightful moments enhance user engagement and satisfaction, fostering a positive relationship with the application. On a psychological level, these experiences create a more memorable and enjoyable interaction, strengthening brand loyalty and leaving a lasting impression in the user's digital journey.
Improved set up of empty states for various experiences.
Improved set up of empty states for various experiences.
Takeaways
Takeaways
Takeaways
Throughout the project, I learned the importance of understanding the unique workflows and challenges of tradespeople. Additionally, incorporating usability testing and gathering feedback from users were pivotal in refining the design to meet their specific needs.
Next Steps: The redesign project is ongoing, and the team continues to iterate based on user testing results and further feedback. The app's launch is targeted for this year.
Throughout the project, I learned the importance of understanding the unique workflows and challenges of tradespeople. Additionally, incorporating usability testing and gathering feedback from users were pivotal in refining the design to meet their specific needs.
Next Steps: The redesign project is ongoing, and the team continues to iterate based on user testing results and further feedback. The app's launch is targeted for this year.
Throughout the project, I learned the importance of understanding the unique workflows and challenges of tradespeople. Additionally, incorporating usability testing and gathering feedback from users were pivotal in refining the design to meet their specific needs.
Next Steps: The redesign project is ongoing, and the team continues to iterate based on user testing results and further feedback. The app's launch is targeted for this year.
Being part of the Home+ team and contributing to the Tradespeople App has been a rewarding experience. As a product designer, I am committed to creating solutions that have a meaningful impact on people's lives. By designing an app that empowers tradespeople with increased job opportunities, efficient work management, and business growth potential, I believe we are making a difference in South Africa's skilled trade industry. I am excited to continue refining and optimizing the app to ensure it meets the evolving needs of tradespeople and contributes to a brighter future for the skilled workforce in the country.
Being part of the Home+ team and contributing to the Tradespeople App has been a rewarding experience. As a product designer, I am committed to creating solutions that have a meaningful impact on people's lives. By designing an app that empowers tradespeople with increased job opportunities, efficient work management, and business growth potential, I believe we are making a difference in South Africa's skilled trade industry. I am excited to continue refining and optimizing the app to ensure it meets the evolving needs of tradespeople and contributes to a brighter future for the skilled workforce in the country.
Being part of the Home+ team and contributing to the Tradespeople App has been a rewarding experience. As a product designer, I am committed to creating solutions that have a meaningful impact on people's lives. By designing an app that empowers tradespeople with increased job opportunities, efficient work management, and business growth potential, I believe we are making a difference in South Africa's skilled trade industry. I am excited to continue refining and optimizing the app to ensure it meets the evolving needs of tradespeople and contributes to a brighter future for the skilled workforce in the country.