app design

Expert / Case Study

When you can't rely on the information online, Expert is here to help.


Expert is an app that allows users to connect with an expert in a given field. The objective: connect users with an expert within seconds, making them feel more informed and confident with the information.

Client

  • UX Project for Career Foundry

Mentors

  • Kremena Pehlivanova
  • Jonathan Boehr


Problem Statement

Our personas need a certified professional to solve their questions/doubts because they feel that a lot of the information online (forums, Q&As) can’t be trusted.

Deliverables

  • Onboarding
  • Sign up - Log in
  • Home Screen
  • Browsing Experts
  • Payment method
My Role

UX Research, UX Design and UI

Research

Survey & Interview

The general objective of the survey and interview is to understand who our potential users are and find out what insights could drive them to pay for Expert, discover their needs, and figure out how can we provide the best solution for them.

My survey and interview focused on users who are active online explorers.

27 participants were involved in the answers to the survey.

3 participants were interviewed via online.

Survey goals

  • Have a better understanding of who the user is.
  • See what online methods they use when they have a question.
  • Understand what topics they would want to see in the app.
  • Understand what price they would consider paying for a personalized Q&A app.

Main Insights

  • They are audiovisual. Visual aid (video) was considered the best way to learn among all the participants.
  • A healthy mind matters: All participants have done an online search that involves their psychological well-being.
  • Privacy matters: All participants ages 15 - 36 have activated private mode (on browsers) when it involves something personal.

Interview goals

  • Understand what they think is the ideal outcome of using a personalized Q&A app.
  • What type of benefits from a Q&A would they consider paying.
  • In what context would they use a Q&A app.
  • What would make them trust a Q&A app?

Defining Pain Points

  • Too much information in search engines.
  • Verifying what is true or false takes too much time.
  • Uncertain of who is creating the information online.
  • Information online might be too complex to understand.

Affinity Map

ui
ui

Reframing the problem

How can we create an intuitive way to find valuable and verified information quickly?

Initial Solutions

1.

Use a person to filter the questions. (Add quick sketch): The first idea was to let users write a question, very similar to how it is in search engines, and in the back-end, let someone filter and contact who are the people that are more suitable for the task. (Add a sketch)

2.

Use machine learning to understand the problem. (Add a UX sketch): This was discarded because it might be expensive for a new app.

3.

Add categories from trending topics: This can simplify how to filter the experts without relying on a person or machine learning, lowering costs. (Add UX Flow image with category selection)

Validation & Prototyping

1.

After deciding on the categories option, I created low-fidelity wireframes to start picturing the journey on a mobile-first approach.
mockups
mockups
mockups

Followed by ...

... a desktop version.
mockups
mockups
mockups

2.

Then I went with with mid to high-fidelity wireframes.
mockups onboarding
mockups task
mockups task
mockups task

3.

After creating a clickable prototype, I tested them with the following results ...
mockups onboarding

Pain points after testing

  • Onboarding challenges

    83% of participants didn't understand the onboarding.

  • Flow challenges

    66% of particpants stated that the categories section is not clear.

  • UI challenges

    50% of participants felt that icons are not clear, especially when booking a video call.

  • Payment challenges

    100% of the participants didn't understand how does the app pay the experts.

New iteration

app design
I created a new version polishing the UI, establishing a design guide and considering the issues mentioned by the users.
Design Style guides
Design Style guides
Design Style guides
Design Style guides
Then I tested again with the following changes...

Registration challenges

50% of users shared that they got confused at signing up because the Google logo is usually placed instead of the Gmail logo. After accessibility testing, there were changes in the colours, button sizes and typography.

Design Style guides

Before

Design Style guides

After

Pricing Challenges

100% of the users mentioned that they didn’t understand how the app payment works. After going through the intro or clicking on the registration button, users will find a screen to get notified about the price.

Design Style guides

Before

Design Style guides

After

screen design

Before

screen design

After

Scheduling challenges (Part 1)

66% of the users stated that they would like the entire date and not only the hour. Dates were a KPI during testing so I added the entire date and time.

Design Style guides

Before

Design Style guides

After

Design Style guides

Before

Design Style guides

After

Scheduling challenges (Part 2)

66% of the users stated that they would like the calendar to be an importat feature, they didn’t want to miss their video appointments. Dates were a KPI during testing. Additionally, I added the calendar as one of the main features and a clearer explaination on how to ask a question.

Design Style guides

Before

Design Style guides

After

Final Design

app design

Conclusions

Insights

Expert has a chance to grow if they make the experience quick and the information they deliver to the users is always accurate. It could be a way to make search engines crack with the amount of information they provide.

Challenges

Use machine learning to understand the problem. This was discarded because it might be expensive for a new app. But it could be a way of making the app instant, very similar to what a search engine does.

Lessons

Users care a lot about their money, so make sure they know about the price before registration.

Use text to be confident that the user does not misinterpret the images.

Time is of the essence. Appointments are something users do not want to miss, make sure they have easy acess to them.

Click here for a demo of Expert