Jammer
Your tool to manage all home repairs in one place.
About this project.
This project aimed to add design and redesign Jammer’s platform for 2 weeks in a team of 3 UX/ UI designers.
Who is Jammer?
Jammer is a Demium supported start-up in Malaga. The platform connects people in need of home repairs with their landlords and quality professionals.
Who is it for?
There are 3 main users in Jammer: tenants, owners and professionals. It aims to become a main tool where managers would manage all their properties in one place.
What did we have to do?
Our task was to bring clarity to the repair process for all three users.
This meant that we had to build three user flows, for the different parts that we wanted to satisfy.
Priorities and business goals.
• Streamline process for all users.
Communication, process transparency, quotes.
The current design had a lack of streamlining the process in the three different roles.
Push subscription model.
KPI: Conversion rate: number of people who contact through the site (compared with beforehand)
Define Jammer’s users. Expand from just Malaga to whole Andalucia.
what is out there? COMPETITORS.
Two competitive platforms that stood out to us with strong designs were Jobin and Handy.
Where Jammer can stand apart is the ability to send payment to a third party (owner, property manager, or insurance).
How did the current website look and feel like to the users?
We tested the current site with 5 people and did the desirability test - we asked them to pick up 5 adjectives that best describe their experience with Jammer.
The three adjectives that were common between all of them were: confusing, friendly, not enough information.
How do owners, tenants and professionals feel about the repair process?
Tenants
Tenants are usually money conscious, it is no worth for them to pay the repair.
First thing they would do is contact their landlord.
Most often they would send pictures via phone.
Often the repairs are urgent and they want a fast solution.
Owners
Usually are busy, but they try to be reachable.
Prefer to have a professional that they have worked with before.
They have a list of professionals for everything they need, but sometimes they are not available and have to look for other people.
Want to follow the changes - the materials and outcomes.
The communication goes via phone.
Professionals
Usually work without an agency, through word of mouth.
They get approached is by phone calls.
Sometimes they need photos to see the problem better.
Want to use best quality materials and be recommended.
Defining the user flow.
Based on the benchmarking and the stories from the interviews, we identified this user flow:
So, how might we provide a clear and quick process for all parties when a home repair is needed?
Based on the research, we found these solutions for optimising the process:
Mobile first - all 3 parts use their phones when they communicate.
Provide more guidance for people who first enter Jammer, but also those who use it regularly.
Flexibility for all parts.
Professionals register separately.
We designed 3 USER flows according to their role.
We conducted 6 usability tests during the process to identify how users respond.
MISTAKE 1: Confusion about card details.
This is the last step before you repair report is send. The user has to clarify who will pay the bill. Though they are not paying now, to secure professionals that they will get paid, we asked them for their card details.
However,
there we confusions, that we had to clear up.
MISTAKE 2: FOUR screens to do one task
The professionals usually break down the price for their work by salary for an hour and materials. Sometimes they may also count extra transport money or if the case is too urgent and they have to work in inconvenient time.
This process, as you can see on the screen, was way too heavy for 4 screens, so we made it more simple.
SOLUTION to MISTAKE 2:
We cleaned it up to 2 screens, yet wording was unclear.
Now the user was also free to skip the steps of dividing the bill in steps.
Yet they could also easily find it, too.
Overview
This whole project that included 3 different users and each with their own user flow was a challenge to be done in 10 days. We climbed a mountain, designing more than 100 screens in low-fidelity, mid-fidelity and high-fidelity. Looking back at the whole process, we would prioritise more. Though Jammer had a clear idea who they wanted to use their services - tenants, owners and professionals, they still missed a lot of details about them.
After the research, we had to take a general decision to move from web to mobile, as the process always goes through the phone.
