Oct 16 – July 17
Service Design Lead for a team of 3 UX and 3 UI Designers giving shape to the products and services based on market research and the business goals.
Primary research shadowing customers in their homes during their DIY projects helped us identify common problems and needs.
- Getting started – DIY projects are full of unknowns and everyone needs a source of confidence (tradesmen, YouTube, friend or family member)
- Flexibility in approach – Customers don’t always feel prepared to start, and can find it hard to adjust to changing circumstances and deal with the unexpected challenges that occur along the way
- Flexibility in standards – Expectations and final outcomes can change along the way. Home improvement isn’t necessarily about aiming for perfection or following rules.
- Encountering adversity – Customers need to be supported when dealing with the unexpected, learning from mistakes or due to loss of momentum.
We discovered that when it comes to improving your home, it can be a world of pleasure and pain. This informed the creation of experience and empathy maps for different customer types.
I translated the key pain points and moments to solve these problems for customers into a framework of entry points for different aspects of the service or features we could introduce. This set the strategic direction for the design team to generate concepts.
Through regular user testing with an interactive prototype we measured:
- Engagement with content and features.
- Percentage of users saving or creating a project.
- Percentage of users who would use the service for their own home improvement project.
Through interviews and surveys we learned:
- Whether the tool gives novices more confidence to start and complete a project.
- Whether the tool encourages customers to start other home improvement projects