• HomeFix is a home service platform that connects users with background-checked providers. It uses AI assistance to help describe projects and estimate cost and time, with a “Get Help Today” option for urgent service needs.

• Our team was tasked with creating an easy-to-use, accessible platform. It will feature a flexible dashboard to build trust and boost user confidence during the booking process.

Summary

Goals

• AI was new to this space, so we had to learn how users expected to interact with it and where it could actually help.

• Show clear request details to reduce user–provider chats and keep payments on the platform.

• Introduce AI in a few questionnaire questions, keeping the experience simple and user-friendly.

Constraints:

We were six teams working on different tasks for a home service app, with every two teams sharing a similar flow. We focused on electrical and cleaning services, and we had to deliver one final output. Despite challenges in aligning our work, through A/B testing, we were able to finalize the design.

Process

Discover

We ran benchmarking and user interviews to better understand our users and shape the design around their actual needs.

Benchmarking

We conducted benchmarking sessions with four users who booked services on Angi and Thumbtack. We selected these platforms for their questionnaire approach, which gathers detailed information to provide better estimates and tailored options. By observing user interactions, we identified common behaviors and pain points in the booking process.

This is the outcome:

Competetive Analysis

We did competitive analysis and looked closely at platforms like Angi, Handy, Porch, TaskRabbit, Thumbtack, Jiffy, HomeAdvisor, and Yelp to understand their features, how they work, and what’s missing in the market.

This is the outcome:

Define

Persona

Card Sorting

To improve website navigation and structure, we ran 5 remote open card sorting sessions with potential users and the stakeholder. The goal was to identify clear, effective labels and understand how users expect to browse home service content.

👇🏼Here’s a sample from one of the sessions.

Site Map