Expert App - UX Case Study
Enable anyone, anywhere to instantly chat with an expert in virtually any field.
Searching for answers
How often do you ask Google for advice? How was the quality of the answer you found? Was it reliable?
This is why we need the expert app. Ask somebody in person, who is an expert in their field. This can be a doctor or a fitness trainer. The best thing is, we are all experts in something and we can join the network.
most painful point while searching for advice
what is important to the user while searching for advice
if they like being part of an online community
how they interact with online communities or other tools online
With an online survey and closed questions I found out how people are searching for an advice and what are their behaviors using apps or downloading apps. To make it easy for the user I asked closed questions with limited answer choice.
Take aways interviews
Biggest pain points
Amount of information online, quality of information, no rating system, not personal - depending on topic, they prefer to stay anonym.
Reading online about other people and what they do, having friends online, interact online, choose their online contacts, read personal stories, give a thumb up, using filters and categories, making their own collections or bookmarking stuff online.
What makes an advice valuable for you? What if you collect personal experience and put it in an app?
In the expert app you can search and talk to a personal expert. You have a question for a specific doctor, you either search in a category or you search by text. You scroll through the list of experts and you can read their personal profiles and reviews from users. When you found somebody interesting and showing the right knowledge, you can book your expert for a phone call or video call through the app. Each expert has to name a minimum rate for a 15 minutes call. After a call, it is mandatory to rate your expert. More stars, the better the expert. Everybody is an expert in something.
From Sketching to Prototyping
Card sorting and sitemap
Looking at different applications and services I created an online card sorting using optimalworkflow.com. This exercise helped me to define the naming and structure also called information architecture of the app.
I started to sketch different ideas I had in my mind, with all the information I received from the research, the content audit, card sorting and sitemap.
Wireframes to High-fidelity prototype
I started with simple Wireframes in Sketch and developed the information into a high fidelity prototype for Usability Testing. I used Sketch to design and the in app function to create clickable areas for Invision to present.
Problem solving after testing
- The users did not read the search button as button.
- Suggested Change: Re-design the search buttons, adapt common app design and perform A/B testing.
- The users did not see where to add/touch the heart or make an expert a favorite.
- Suggested Change: Re-design the favorite icon, make it bigger and filled out heart when bookmarked. Introduce a user feedback, that the selection was successful.
- Calendar is not clear. Is it the full hour or from to from?
- Suggested Change: Do some research and re-design the calendar function. Perform A/B testing.
- Chat icon is not clear - thought it would be written chat. Does not like the video chat function.
- Suggested Change: Re-design the chat icon to video chat icon. Add a remove video screen icon to the video window.
Most of the participants liked the minimal style of the app. Not to much text and easy to navigate. They also liked the idea of the expert and that they could become an expert. Most did understand the naming, categories and icons. Some functions need visual improvement and the app has to become more professional. My aim is to bring it to a more mature level, but not too loose the visual fun of colors, icons and fonts.
What I think
Never design for you - always design for your users
When I started to design and to research I always did it for me. This is my project and I want it to look great. When I had to show it to friends, sending the link of my prototype into the wild, I started to become scared and exited. I received wonderful and helpful comments. People disliked things, asked for improvements in specific screens, very detailed, very nice. I had wonderful feedbacks and I realized that digital design is never for me. It can have my style in the UI and the UX decisions I took, but to find out if somebody would buy it, you always need to ask for their feedback.
Asking the right questions in the beginning and asking yourself, your team or your customer, what kind of problem they would like to solve, will help to make the work so much easier. Customer and team members will understand why you should change something in your business model or in your design. You can take decisions with analyzed data and highlight the biggest pain points. I think there is nothing more valuable than the feedback from your users.
The expert app was created during my UX design course at CareerFoundry.
Research, surveys, interviews, affiliate mapping, user journeys, user flows, information architecture, card sorting, wireframes, prototyping, low to high fidelity mock ups, user testing, evaluation, A/B testing, user interface design