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.
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.
UX Research, UX Design and UI
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.
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)
Use machine learning to understand the problem. (Add a UX sketch): This was discarded because it might be expensive for a new app.
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)
83% of participants didn't understand the onboarding.
66% of particpants stated that the categories section is not clear.
50% of participants felt that icons are not clear, especially when booking a video call.
100% of the participants didn't understand how does the app pay the experts.
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.
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.
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.
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.
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.
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.
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.