CHALLENGE
BESPOKE users need a way to safely and effectively utilize the advice from our experts to get the best end result for their DIY home project. We will know this to be true when we see good ratings and/or quality before and after pictures from our user’s interaction with BESPOKE experts. Users will showcase successful finished projects in the BESPOKE gallery for other users to pull inspiration from and connect with tried and true experts.
GOAL
BESPOKE is an expert home improvement app that facilitates the organization needed to successfully tackle any Do-It-Yourself (DIY) home improvement project. Users can connect via live video, phone, or messaging features directly to a home improvement expert, allowing them to walk through their project safely and effectively for the best results.
Features Include:
• Budget planning and tracking
• Creating and checking off lists
• Selection of curated products
• Explore and save inspiration
• Capture and save all before and after progress
• Access to an expert home improvement professional
• Creating and checking off lists
• Selection of curated products
• Explore and save inspiration
• Capture and save all before and after progress
• Access to an expert home improvement professional
PROCESS
USER PERSONAS
User personas were developed after the collection of user surveys and interviews. Two main personas emerged from the research lending the personas to a beginner DIYer and a more experienced DIYer. The majority of surveys and users interested were primarily women and all were homeowners.
Common themes for why they would be interested in BESPOKE were:
• More hands-on guidance for larger DIY projects
• Preferred DIY over hiring contractors in order to save money
• Wanted one place for all their information and tracking of a project
• Enjoyed the satisfaction of completing home improvement projects
• Needed product suggestions based on their specific needs
• Preferred DIY over hiring contractors in order to save money
• Wanted one place for all their information and tracking of a project
• Enjoyed the satisfaction of completing home improvement projects
• Needed product suggestions based on their specific needs
USER FLOWS
User flows focused on some of the main features of the app and were based on whether the user was new or returning along with what the personas main goal for utilizes BESPOKE's features. The personas have very different uses for BESPOKE. Karina relies more heavily on the app and expert guidance as she is less familiar with the DIY process. Shannon enjoys the organizational features of the app to keep her on track and on budget.
USABILITY TESTING
A series of six usability tests were conducted across a range of DIY experience levels to assess how real users would engage with BESPOKE. Testers were asked to answer a variety of questions and were also tasked with completing different user scenarios throughout the app. If errors occurred during testing, they were prioritized via the Rainbow Spreadsheet based on frequency and severity.
Main areas addressed:
• Testers wanted to message experts from one central location prior to booking a call
• Where to book a video call was unclear in testing mockups
• Where to book a video call was unclear in testing mockups
Updates made to messaging screen:
• Book a Call was added as a CTA button in the top right as opposed to a single icon
• Icon bar updated to icon only for cleaner visual
• Messaging and Calendar booking consolidated to Expert icon
• Icon bar updated to icon only for cleaner visual
• Messaging and Calendar booking consolidated to Expert icon
PREFERENCE TEST
A preference test was conducted via UsabilityHub to help decide which design users preferred overall. Out of 27 total participants, 15 chose OPTION A. Even though the margin was narrow due to the smaller sample size, many of the comments proved OPTION A was a better fit within the app's overall brand and style.
DESIGN ITERATIONS
A unique feature of BESPOKE allows a DIYer to submit a project to their expert for review. The expert can then help them set a budget, create their to-do list, add products to their materials, and also be briefed prior to video calls as to what the DIYer is working on.
Lessons learned:
• Low and Mid Fidelity showed a user wants to start with their information prior to adding photos.
• The budget setting was adjusted to an exact dollar amount based on user feedback.
• Project expert section dropped from the final screen as the user knows which expert they are using.
• Low and Mid Fidelity showed a user wants to start with their information prior to adding photos.
• The budget setting was adjusted to an exact dollar amount based on user feedback.
• Project expert section dropped from the final screen as the user knows which expert they are using.
After a project is submitted, the app itself as well as the expert, curate product recommendations related to the DIYers project. DIYers can also add, search, save, and shop their own materials directly from the app.
Lessons learned:
• Originally the SHOP section was its own icon on the navigation bar.
• User interviews suggested it was more valuable directly on the project dashboard.
• Review rating was dropped for better UI experience, users can view ratings if they SELECT material.
• Originally the SHOP section was its own icon on the navigation bar.
• User interviews suggested it was more valuable directly on the project dashboard.
• Review rating was dropped for better UI experience, users can view ratings if they SELECT material.
FINAL MOCKUPS
