SKILLR CASE STUDY
Designing an app to find and book local professional services.
Designing an app to find and book local professional services.
Simplifying how homeowners find, book, and manage 100+ trusted local professionals for everyday home services in Nigeria.
Overview
I led the research and design of Skillr, a mobile application that simplifies how homeowners find and book over 100+ trusted professionals. Partnering closely with Praise, I conducted user research and competitor analysis to uncover challenges around trust and availability in existing solutions.
We delivered a streamlined experience that helps users easily discover, compare, and book local professionals.
Goals:
Simplify how homeowners find and book trusted local professionals.
Reduce time and effort spent searching for reliable professionals.
Build trust through clear information, reviews, and transparent interactions.
Overview
I led the research and design of Skillr, a mobile application that simplifies how homeowners find and book over 100+ trusted professionals. Partnering closely with Praise, I conducted user research and competitor analysis to uncover challenges around trust and availability in existing solutions.
We delivered a streamlined experience that helps users easily discover, compare, and book local professionals.
Goals:
Simplify how homeowners find and book trusted local professionals.
Reduce time and effort spent searching for reliable professionals.
Build trust through clear information, reviews, and transparent interactions.
My Role:
UX/UI Designer
Responsibilities:
End-to-End UX & UI Design Process, Mobile App Interface Design.
COLLABORATORS
Praise Ajimokunola (UX Designer).
TIMELINE:
Q1 2024 - Q3 2024
The challenge
Homeowners struggle to find and book trusted local professionals, often facing time-consuming searches and poor service experiences.
Addressing these issues was key to creating a more trustworthy and efficient booking experience for every home service.
USER NEED
A simple and trustworthy way to find, compare, and book local professionals with confidence.
PROBLEM TO SOLVE
Users struggle to find trustworthy local professionals, leading to poor service experiences.
Users struggle to find trustworthy local professionals, leading to poor service experiences.
Users struggle to find trustworthy local professionals, leading to poor service experiences.
RESEARCH
Gathering insights.
Gathering insights.
Guided by research insights, I explored and refined potential solutions that addressed key user pain points while supporting the platform's goals. Through ideation workshops, user flows, and information architecture exercises, I translated research findings into a structured service-booking experience.
Guided by research insights, I explored and refined potential solutions that addressed key user pain points while supporting the platform's goals. Through ideation workshops, user flows, and information architecture exercises, I translated research findings into a structured service-booking experience.
Key insights
TRUST DRIVES DECISION-MAKING
Users were hesitant to trust online service platforms due to scams and poor experiences. Reviews, ratings, and previous work helped build confidence before booking a professional.
BEYOND THE BOOKING
Homeowners needed support beyond booking a service. Features like service tracking, project management, and clear communication were important for a smoother experience.
USERS NEED TRANSPARENCY
Homeowners wanted to customize projects, discuss requirements beforehand, and see fixed pricing to reduce uncertainty and make more confident decisions.
Key insights
TRUST DRIVES DECISION-MAKING
Users were hesitant to trust online service platforms due to scams and poor experiences. Reviews, ratings, and previous work helped build confidence before booking a professional.
USERS NEED TRANSPARENCY
Homeowners wanted to customize projects, discuss requirements beforehand, and see fixed pricing to reduce uncertainty and make more confident decisions.
BEYOND THE BOOKING
Homeowners needed support beyond booking a service. Features like service tracking, project management, and clear communication were important for a smoother experience.
Addressing user's pain points.
Research insights were translated into practical design solutions that focused on reducing uncertainty, building trust, and creating a seamless service-booking experience.
Research insights were translated into practical design solutions that focused on reducing uncertainty, building trust, and creating a seamless service-booking experience.
1. BUILDING TRUST
Users needed confidence that they were hiring trustworthy professionals.
TRANSPARENCY
Users needed clear pricing and project details before booking a service.
MANAGE BOOKINGS EASILY
Users needed a simple way to manage and track their service bookings.
1. BUILDING TRUST
Users needed confidence that they were hiring trustworthy professionals.
TRANSPARENCY
Users needed clear pricing and project details before booking a service.
MANAGE BOOKINGS EASILY
Users needed a simple way to manage and track their service bookings.
HOW MIGHT WE
How might we create a trustworthy and seamless way for homeowners to find, book, and manage local professionals?
How might we create a trustworthy and seamless way for homeowners to find, book, and manage local professionals?
How might we create a trustworthy and seamless way for homeowners to find, book, and manage local professionals?
IDEATION
Developing concepts
Developing concepts
Guided by research insights, I explored and refined potential solutions that addressed key user pain points while supporting the platform's goals. Through ideation workshops, user flows, and information architecture exercises, I translated research findings into a structured service-booking experience.
Guided by research insights, I explored and refined potential solutions that addressed key user pain points while supporting the platform's goals. Through ideation workshops, user flows, and information architecture exercises, I translated research findings into a structured service-booking experience.
Co-design credit:
Mapping the booking journey
To create a seamless booking experience, I mapped the complete user journey from service discovery to project creation:
Search Services: Allow users to find the services they need from the home screen quickly.
Browse Available Professionals: Present relevant professionals based on the user's search and location.
Provide Project Details: Collect key information, including project requirements, duration, and the number of professionals needed.
Secure Payment: Enable a straightforward payment process with transparent pricing.
Job Creation: Confirm the booking and create the project, allowing users to track and manage it afterward.
Co-design credit:
USER TESTING
Testing my solutions.
Testing my solutions.
FINAL DESIGN
The MVP flow
The MVP flow
The final MVP delivered a seamless booking experience that helped users easily discover, book, and manage trusted local professionals.
The final MVP delivered a seamless booking experience that helped users easily discover, book, and manage trusted local professionals.
Co-design credit:
Manage your booking.
Users can stay in control of their bookings by viewing project details, updating schedules, tracking progress, and managing booking appointments with ease.
Find Trusted Professionals.
Users can search for professional services across Nigeria and quickly connect with trusted providers for their home projects, all from the comfort of their homes.
Trusted reviews and professional details.
Users can view ratings, reviews, completed projects, and detailed information about each professional to help them make confident and informed booking decisions.
IMPACT
The results
The results
The results
The project demonstrated how trust, transparency, and clear communication can improve the experience of booking professional services online. Through research and iterative design, I created a more reliable and user-friendly booking experience.
The project demonstrated how trust, transparency, and clear communication can improve the experience of booking professional services online. Through research and iterative design, I created a more reliable and user-friendly booking experience.
"I liked being able to see reviews, pricing, and previous work before booking. It made the process feel more trustworthy and easier to decide."
"I liked being able to see reviews, pricing, and previous work before booking. It made the process feel more trustworthy and easier to decide."
"I liked being able to see reviews, pricing, and previous work before booking. It made the process feel more trustworthy and easier to decide."
Usability Testing Participant
What I learnt from this project
Trust is a key part of user experience
Research revealed that users were hesitant to book professionals online due to concerns around scams and service quality. This taught me that trust features like reviews, ratings are important.
Research uncovers needs beyond assumptions
Going into the project, I assumed users mainly needed a way to find professionals quickly. Interviews revealed deeper needs like discussing project details, fixed pricing, and managing services after booking,
Great experiences extend beyond booking
Users wanted more than a discovery platform; they needed tools to manage projects, communicate with professionals, and track progress.
NEXT CASE STUDY
DUWO
Improving the laundry experience in shared housing.
Redesigning the laundry platform to simplify how 400+ residents reserve machines, track laundry status, and manage payments across shared housing.
RESEARCH
Gathering insights
Guided by research insights, I explored and refined potential solutions that addressed key user pain points while supporting the platform's goals. Through ideation workshops, user flows, and information architecture exercises, I translated research findings into a structured service-booking experience.
Key insights
TRUST DRIVES DECISION-MAKING
Users were hesitant to trust online service platforms due to scams and poor experiences. Reviews, ratings, and previous work helped build confidence before booking a professional.
USERS NEED TRANSPARENCY
Homeowners wanted to customize projects, discuss requirements beforehand, and see fixed pricing to reduce uncertainty and make more confident decisions.
BEYOND THE BOOKING
Homeowners needed support beyond booking a service. Features like service tracking, project management, and clear communication were important for a smoother experience.
Answering the key questions.
Insights from this analysis informed key design decisions, ensuring scalability and ease of use.
1. BUILDING TRUST
Users needed confidence that they were hiring trustworthy professionals.
TRANSPARENCY
Users needed clear pricing and project details before booking a service.
MANAGE BOOKINGS EASILY
Users needed a simple way to manage and track their service bookings.
FINAL DESIGN
The MVP flow
Through multiple iterations and usability testing with emergency doctors, we refined the platform into a simpler and more efficient referral experience focused on reducing information overload and improving access to relevant services.
Manage your booking.
Users can stay in control of their bookings by viewing project details, updating schedules, tracking progress, and managing booking appointments with ease.
Trusted reviews and professional details.
Users can view ratings, reviews, completed projects, and detailed information about each professional to help them make confident and informed booking decisions.
Find Trusted Professionals.
Users can search for professional services across Nigeria and quickly connect with trusted providers for their home projects, all from the comfort of their homes.
What I learnt from this project
Trust is a key part of user experience
Research revealed that users were hesitant to book professionals online due to concerns around scams and service quality. This taught me that trust features like reviews, ratings are important.
Great experiences extend beyond booking
Users wanted more than a discovery platform; they needed tools to manage projects, communicate with professionals, and track progress.
Research uncovers needs beyond assumptions
Users wanted more than a discovery platform; they needed tools to manage projects, communicate with professionals, and track progress.
Trust is a key part of user experience
Research revealed that users were hesitant to book professionals online due to concerns around scams and service quality. This taught me that trust features like reviews, ratings are important.
Research uncovers needs beyond assumptions
Going into the project, I assumed users mainly needed a way to find professionals quickly. Interviews revealed deeper needs like discussing project details, fixed pricing, and managing services after booking,
Great experiences extend beyond booking
Users wanted more than a discovery platform; they needed tools to manage projects, communicate with professionals, and track progress.
What I learnt from this project
IDEATION
Developing concepts
Guided by research insights, I explored and refined potential solutions that addressed key user pain points while supporting the platform's goals. Through ideation workshops, user flows, and information architecture exercises, I translated research findings into a structured service-booking experience.
Mapping the booking journey
To create a seamless booking experience, I mapped the complete user journey from service discovery to project creation:
Search Services: Allow users to find the services they need from the home screen quickly.
Browse Available Professionals: Present relevant professionals based on the user's search and location.
Provide Project Details: Collect key information, including project requirements, duration, and the number of professionals needed.
Secure Payment: Enable a straightforward payment process with transparent pricing.
Job Creation: Confirm the booking and create the project, allowing users to track and manage it afterward.
NEXT CASE STUDY
DUWO
Improving the laundry experience in shared housing.
Redesigning the laundry platform to simplify how 400+ residents reserve machines, track laundry status, and manage payments across shared housing.
NEXT CASE STUDY
DUWO
Improving the laundry experience in shared housing.
Redesigning the laundry platform to simplify how 400+ residents reserve machines, track laundry status, and manage payments across shared housing.
USER TESTING