PROPERTY REPAIR MANAGEMENT TOOL

Jammer

A platform connecting people in need of home repairs with the quality professionals.

How could we streamline and bring clarity to the repair process for all parties involved?


Get in touch for a full design report

CONTACT
What was the project about?

Streamline and bring clarity to the repair process for all parties involved

Jammer is a platform based in Malaga connecting repair professionals with those in need of home repairs. We were tasked with redesigning the platform.

Scope

  • Group project (3 people)
  • 2 weeks

Tools

  • Pen & paper
  • Mural
  • Figma

UX Techniques

  • Interviews & survey
  • Competitive & comparative analysis
  • Establishing business goals
  • Problem statement
  • Personas & scenarios
  • Prototyping
  • Usability testing
  • UX strategy

— CONTEXT
Who is Jammer?

A platform connecting people in need of home repairs with the quality professionals

Where are they now?

Jammer is a Demium supported start-up based in Malaga. They are currently functioning at small scale, with 95% of their income coming from one-off repairs, although they have the capability to support property managers with multiples repairs and their organisation of them (subscription model). Everything is managed manually with room to become more efficient through automation and streamlining processes.

Moving forward, priority business goals

Aligning with the client, it was clear that the main priorities were three-fold:

Streamline process for all users

(communication, process transparency, quote)

KPIs: Time spent for users to send request before & after; desirability testing

Push subscription model

KPI: Conversion rate: number of people who contact through the site (compared with beforehand)

Expand from Malaga

(into the whole of Andalucia)

KPI: Number of properties in greater Andalucia

Who is Jammer connecting?

Tenants

Tasks: One-off repairs or send repair requests to owner

Owners

Tasks: Manage upcoming / past repairs on their properties, keep track of cast outflow

Professionals

Tasks: Quote, manage their upcoming/past repairs, invoice


— RESEARCH

The competition has interesting approaches

To get an idea of the competitive landscape, we did benchmarking of nine competitive and comparative platforms to help us understand user flows that work, frustrations that competitors might have found with their users and indeed where Jammer can stand apart.

Two competitive platforms that stood out to us with strong designs were Jobin and Handy.

Testing the current site

Desirability test results (5 people):
  • Friendly
  • Not enough information
  • Confusing
Insights from testing primary tasks (5 people):
  • People understand the purpose of the site: connecting repair professionals with clients
  • Do not pick up on the distinction between the three roles
  • Pop-up screen annoying
  • Not sure what happens after professional is requested
  • Want an idea of quality (punctuality inc.) of the professionals
— USER RESEARCH

Who are Jammer’s users?

Key insights from 15 interviews

Having spoken to 6 tenants, 8 owners and 1 professional, there were a few common themes that arose that became obvious to focus on as primary frustrations and behaviours.

Something that came up across the board was the importance of communication:

  • They’re busy, it’s important to communicate through the phone
  • Prefer to be messaged rather than called directly

As all users were using their phones over desktop, we prioritised the mobile version design.

The repair request process

It was important to have a clear mental model of what happened (from all three parties) during a ‘standard’ repair request.

What we assumed to be a ‘standard’ repair request: tenant requests a repair from owner to accept.


— PERSONAS

Understanding the users

In order to get under the skin of each user we gathered the user insights from the interviews and created user personas for each user type and analysed their tasks.

A user persona is a fictional figure to have in-mind as a representative of the user (traits, behaviours & patterns of a bigger body of people).

User type 1: Owner
— TASK ANALYSIS

The owner has three tasks: send repair request, accept repair request from tenant and sign up for subscription.

On the current Jammer site, only the first is covered. This is broken down into the following sub-tasks:

  1. Enter site
  2. Identify as owner
  3. Fill problem form
  4. Send problem form
  5. Confirmation note
User type 2: Tenant
— TASK ANALYSIS

The tenant has one task: send repair request.

This task is broken down into the following sub-tasks:

  1. Enter site
  2. Identify as tenant
  3. Fill problem form
  4. Send problem form
  5. Confirmation note
User type 3: Professional
— TASK ANALYSIS

The professional has two tasks: register as a professional, receive & accept quote request.

On the current Jammer site, only the first is covered. This is broken down into the following sub-tasks:

  1. Enter site
  2. Identify as professional
  3. Fill registration form
  4. Confirmation note
PROBLEM STATEMENT
How might we provide a clear and quick process for all parties when a home repair is needed?
SCENARIO
Ana has a broken sink in her house and she sends a repair request to her landlord, Jesús. Jesús, on receiving this request, finds Pablo. Pablo is the plumber who is going to fix the sink.
— TENANT PROTOTYPE

Let’s see Ana’s experience of sending a repair request on Jammer

Want to see the design from the point of view of Jesús and Pablo?

Get in touch for the full design report.

CONTACT
— PROJECT DEVELOPMENT

What the project looked like from afar…

— ITERATIONS

Some key highlights along the way

With usability testing on 6 people, here are a few of the changes that were made and why.

A key competitive advantage for Jammer is the ability to send the repair request to the third party payer. Making this clear and easily usable for the one making the request developed substantially throughout the process.

User feedback:

  • Why do I need to add card details if I’m not paying now?
  • Unsure on what to expect from each payment option
  • Too much text, slow reading
  • Long hesitations

Changes made:

  • Clarity of messaging
  • Hierarchy of information
  • Clean calls to action

One of the key user insights we got initially was that professionals don’t like technology. With that in mind, we were very conscious of making their quote giving process as straight forward as possible (which took some changes along the way).

Feedback

  • Process too long: 4 screens, one task
  • Convoluted calls to action

Changes made

  • All on one screen (with dropdown options to fill out)
  • Quicker process

User feedback

  • Unsure on wording and what it meant
  • Hesitation on understanding the break down quote
  • Still unsure on calls to action

Changes made

  • Clarity of call to action
  • Easier to use interface
  • Clearer messaging

User feedback

  • No hesitations
  • Understood

Style Guide

Here are the key elements from the visual design that need to be implemented consistently.

The logo remained from their previous branding. The colours are also similar (although adjusted & expanded).

UX Strategy

User experience needs to be thought about long-term and aligned to business goals. What were the priorities for these two weeks, and what might Jammer look to prioritise next?

Next Steps

You have the long-term veiw of UX on the previous page, but how might that break down into next steps?

In terms of immediate next steps, we have a couple suggestions:

  • Adding a calendar overview for the professional
  • Highlight pending quotes information

Did we achieve what we set out to?

Our goal was to provide a clear and quick process for all parties when a home repair is needed. I tested the final design from the perspective of all three users (8 tests), the key insights were as follows:

  • Concept understood in less than 5 seconds
  • No hesitation due to confusion on making/sending a repair request
  • Owner would like a calendar view
  • Professional completed all tasks without hesitation

Considering this was a two week project, the design accomplishes the priorities we set out to achieve with the MVP and problem at hand. As per the UX strategy and next steps outlined above, what is still needed is stated in order for Jammer to achieve it’s business objectives moving forward.

If you would like to see the design from the perspective of the owner and professional or how it might look on desktop, get in touch for the full design report.
CONTACT

Thank you for reading! If you have any feedback or comment don’t hesitate to contact me on LinkedIn or at soeverard@gmail.com.