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YesTask
Business Goal:
Create a platform that seamlessly connects a service provider with a customer who has an immediate need.
User wants:
Get fast help for small tasks
Grow your small business
Ensure safety when service providers visit
A transparent place to source help
A way to promote the good work completed
User needs:
Create a profile
Upload past work
Get paid in a secure and transparent way
Receive reviews back by proven completed tasks
Chat and manage clients
Create new services and enter new markets
Find service providers
Review service providers
Benchmark service providers
Hire trusted people
Create urgent task requirements
Personas:
Sophia Kwiat
Occupation
Brand Manager
Demographics
34 years old
Goals and Needs
With a very busy life Sophia does not have the time to complete certain tasks. If she has an issue within the household she will typically call a trade company to come and fix the issue. As a homeowner the responsibility to solve the issue lands on her.
Pain Points
Sophia's requirement for solving an issue quickly often does not align with getting something manual completed, often finding a tradesperson to complete a task such as investigating a boiler issue, or hanging a shower rail takes a considerable amount of "wait" time.
Sophia needs someone ASAP and she also wants to make sure she is safe, potentially selecting someone of the same gender. That control currently is out of her hands.
Personality
“I hate organising these things. They take so long and you never really know who is going to turn up.”
Carlos Hanlon
Occupation
Handyman
Demographics
47 years old
Goals and Needs
Carlos has many years experience being a handyman, with experience fixing any issue he wants a platform that shows off his great work,. He often has spare slots of time and job cancellations and his goal is to fill them quickly boosting his overall income.
Pain Points
Carlos prefers to just turn up and fix the issue, cancellations from organic work cost him a lot of money. It's annoying that someone can just cancel last minute on him without a way to get the value of that time back.
Often as a handyman he is overlooked for work which he can complete but someone prefers to call a plumber which results in lost work for him and a larger invoice for the customer who potentially didn't need to call a plumber.
Personality
“My work is my passion and I would love to help more people by doing quality work."
Empathy Mapping
YesTask
Customer Information Architecture
Having to account for two core user journeys in one application is quite a challenge. Encouraging re-use in templating during the design was often challenging because some templates although shared required micro changes.
Customer Wireframes
With so many screens I won't focus too much on the wireframing stage, but here is a sample of what was created.
Service Provider Information Architecture
The service provider has a different set of goals for the platform, for them it's their main income provider and a solution to promote themselves. They do not particularly have an affinity for one platform over the other, it's more connected to the amount of money they can make.
Service Provider Wireframes
YesTask
The branding symbolises task completion and with the shadow forms a "Y" shape. With desktop being a strong part of the funnel the logo had to be strong in two locations. The colours rely on subtle shades of green, blue and black.
YesTask
Onboarding & Sign In
Within the architecture is the design for a power user much like a property manager in True Compliance. A power user would have a portfolio of properties and benefits from having all issues reside in one place.
Smart Booking
When a user uses smart booking it will cut out the back and forth and simply select the best provider using AI. This works much like booking an uber in the sense that you do not get the chance to review all drivers, one is simply selected based on a set of paremeters.
Provider Selection
As well as being able to use the smart booking the user is able to search for a provider and choose for themself, although the design and data selection was a compramise between myself and the founder of the company. In my opionon there was too much on the page to take in.
Customer Booking Management
Having a place to manage the progress of your booking is essential, the ability to edit or delete along with the ability to add more detailed requirements.
Messaging
Communication is key for a marketplace like this to share important information and updates. The initial version for YesTask was basic and designed to be built upon when the direction of the platform is driven by its users.
Menu
Trust is a mutual exchange, requiring reciprocity from both parties involved. In the realm of customer feedback on platforms, this principle holds true: just as businesses rely on customer input to improve their services, customers must also be mindful of the impact of their feedback.
Help and Support
One key takeaway from creating empathy maps was ensuring that the platform is readily available to support users whenever they require assistance, while also avoiding any instances where users might feel inadequate or unheard.
YesTask
Subscription Selection
As a service provider YesTask had two tiers to choose from although these would be changing at any time. Other modals would be a commission based modal.
Account Set Up
It's very important to force account set up on marketplace type platforms. If a service provider had a choice they would choose not to fill out their profile. The more information a provider can input the better the customer experience can be.
Home/Account
A service provider needs oversight during their general day of work to organise themselves correctly. The inclusion of earnings, upcoming appointments, customer messages are vital to complete each job with a degree of customer satisfaction.
Job Management & Submission
In addition to promptly securing AI-matched jobs, customers could also submit personalized job requests, seeking quotes to ensure they receive optimal value. This presents a choice between swiftness and quality for the customers.
Package Creation
Service providers are able to create set priced packages for some of their services, this allowed customers to enjoy jobs with set parameters and competitive pricing.
YesTask
Everything on the mobile device was carefully adapted to desktop. I won't show everything as there are over 300 desktop screens!
YesTask
The work completed was over complex and had too many features, in retrospect if I was the founder I would not have demanded so many features be included as it acts as a barrier to completion and there are too many leaps of faith without extensive user testing and feedback. I also very restricted and over ruled on the styling of the project, it ended up close to being amateur in style and finish.
