Project goal
Create an app that can be the point of contact for problems with the need for professional help.
Project summary
The first point of contact when facing a problem nowadays is Google. The approach to fix that problem leads often to Youtube. If the problem is not solved after that & our environment cannot help either, we feel the need for professional help. For this need we have no Saas product established as a starting point to get this help.
With the goal of changing that I created my main project of my Careerfoundry course, Prossistance.
April 2022 - February 2023
Careerfoundry UX Immersion
Mobile-first approach
Target group 18 - 40 years old
General Info
Project key data
Research
Conceptualization
Usability Testing
End-to-End Design
Figma
Protopie
Surveymonkey
Roles
Tools
01 Gaining Insights
Nowadays approach
Based on the knowledge gained in interviews & surveys, there could gained insights about our users.
In-person
3 participants in depth interviews
30-40 minutes per interview
Tool: surveymonkey.com
10 participants
10 multiple choice answers
User Interviews
User surveys
About
Projects
Contact
Home
Gather information
Try to solve
Professional help
Realize Problem
Our insights showed us how our users approach their problems in different areas. Prossistance wants to create value for the user at the last step, when the user decides to get professional help.
Competitive analysis
Decisions user has to make
Fields of use
Assign to professional
Remote support by a professional
fiverr
Pro-ssistance
Doctolib
Advocado
Helpcity
Better
Help
The graphic shows the competitive analysis for web offers of professional help in different areas. To give Prossistance its unique position on the market, it needs to be as supporting and easy as possible through the whole process of fixing a problem that the user is facing. The user should not have to face decisions, that a professional can rate better
In order to try to occupy the planned position on the market, investors clearly need to be brought on board.
Prossistance wants to be THE platform to go to when a problem arises that the user believes he/she can solve themselves with professional help.
User personas
Our insights led to the definition of user personas, as a reference for the needs & pain points of Prossistance’s upcoming users.
All the interview participants asked for three features of the app design
A fast and easy navigation
A clean design
Low barriers
Nora
Young Student
About
Nora is a student with a full focus on growth in her life. She values a good education, is curious about pretty much everything and willing to learn. As she has enough time as a student, she likes to try things on her own before asking for help. Because of her limited life experience she can benefit from professional assistance and learn from it, to use that knowledge for herself in the future.
Motivations
Fix the problem
Get better knowledge
Save money
Needs
Trust in Expert
Time from Expert
Casual conversation culture
Goals
Fix the problem
Understanding the solution
Avoid that kind of problem in the future
Clear insecureness
Paint Points
Shame for the need of help
Feeling of failure
Issues to open up
Feeling of being unprofessional
Quotes
The barriers need to be as low as possible to get in contact with a professional.
“
“
I try to get as much information as I can to fix the problem on my own. Only when I realize I can’t get any further, I contact a professional for help.
“
“
23 years old
She / her
Toulouse, France
Student
Single
Max
Father & fulltime employee
About
As a full-time teacher and father of 2 young children, Max is always stressed and surrounded by a high noise level. He tries to living up to his commitments and be good in both of his roles. In the time that he has off, he tries to get some time for his own or spend it with his family. Because of his limited time, Max is interested in quick fixes for his problems.
Motivations
Fix the problem
Save time
Save energy
Save money
Needs
To feel calmed
Trust the pro
The pro to be open for any solution
Goals
Fix the problem asap
Feel calmed after expert contact
Paint Points
Stressed from the problem
Frustrated from failure of own tries
Lack of trust in expert
Quotes
The expert should take time and be open to understand me, even if I use not the right words in my hectic. There should be no barrier between the professional and me and he/she should try to calm me and show his/her support.
“
“
When I realize I’m facing a new problem, I can feel really stressed. Especially when I’m already stressed anyway.
“
“
33 years old
He / Him
Berlin, Germany
Fulltime teacher
Married and
father of 2 children
02 Create structure
Log In
Registration
New User?
Homescreen
Onboarding
Search Bar
Categories
Expert Profile
Chat
Convinced by Expert?
Video Call
Payment
Problem solved?
Review
Support Chat
Expert Selection
Conversation
Arrange Appointment
First User journey to get assistance from a professional
The definition of the user journey led to wirefreames that led to a low-fidelity prototype - the basis for the user testing.
Prepared with the user persona’s the next step was to build a foundation of an information system that is living up to the ideals of our persona’s.
First user Tests
Execution
In the usability tests we focused on occuring errors and we stopped the time the users need to accomplish a task, without telling the participants to not pressure them. The participants were informed that the search bar is not part of the tests, as it would have been to be programmed to test the informatic system behind it.
Equipped with the prepared test script there were 6 usability tests conducted with participants of our target group.
Results
While the average of the participants were quite satisfied, some users complained about a too long journey to get in contact with an expert.
The feedback implemented that the barriers were too high to position Prossistance in the market, where it tries to get.
These feedbacks put the user journey to the microscope. Were the user journey and information architecture the best approach to satisfy the needs of our user personas Nora & Max?
Time to get in contact with an expert ...
Satisfaction about ...
... the time it took to connect with a pro
... the easiness of connecting with pro
04:28 min
81%
74%
Discover a turnaround of the whole structure and continue to the next page.
Click to discover
Project goal
Create an app that can be the point of contact for problems with the need for professional help.
Project summary
The first point of contact when facing a problem nowadays is Google. The approach to fix that problem leads often to Youtube. If the problem is not solved after that & our environment cannot help either, we feel the need for professional help. For this need we have no Saas product established as a starting point to get this help.
With the goal of changing that I created my main project of my Careerfoundry course, Prossistance.
April 2022 - February 2023
Careerfoundry UX Immersion
Mobile-first approach
Target group 18 - 40 years old
General Info
Project key data
Research
Conceptualization
Usability Testing
End-to-End Design
Figma
Protopie
Surveymonkey
Roles
Tools
01 Gaining Insights
Based on the knowledge gained in interviews & surveys, there could gained insights about our users.
In-person
3 participants in depth interviews
30-40 minutes per interview
Tool: surveymonkey.com
10 participants
10 multiple choice answers
User Interviews
User surveys
Competitive analysis
Decisions user has to make
Fields of use
fiverr
Pro-ssistance
Doctolib
Advocado
Helpcity
Better
Help
Assign to professional
Remote support by a professional
The graphic shows the competitive analysis for web offers of professional help in different areas. To give Prossistance its unique position on the market, it needs to be as supporting and easy as possible through the whole process of fixing a problem that the user is facing. The user should not have to face decisions, that a professional can rate better
In order to try to occupy the planned position on the market, investors clearly need to be brought on board.
Prossistance wants to be
THE platform to go to when a problem arises that the user believes he/she can solve themselves with professional help.
Our insights showed us how our users approach their problems in different areas. Prossistance wants to create value for the user at the last step, when the user decides to get professional help.
Realize Problem
Gather information
Try to solve
Professional help
Nowadays approach
User personas
Our insights led to the definition of user personas, as a reference for the needs & pain points of Prossistance’s upcoming users.
All the interview participants asked for three features of the app design
A fast and easy navigation
A clean design
Low barriers
Nora -
Young Student
About
Quotes
23 years old
She / her
Toulouse, France
Student
Single
Nora is a student with a full focus on growth in her life. She values a good education, is curious about pretty much everything and willing to learn. As she has enough time as a student, she likes to try things on her own before asking for help. Because of her limited life experience she can benefit from professional assistance and learn from it, to use that knowledge for herself in the future.
The barriers need to be as low as possible to get in contact with a professional.
“
“
I try to get as much information as I can to fix the problem on my own. Only when I realize I can’t get any further, I contact a professional for help.
“
“
Fix the problem
Get better knowledge
Save money
Motivations
Needs
Trust in Expert
Time from Expert
Casual conversation culture
Goals
Fix the problem
Understanding the solution
Avoid that kind of problem in the future
Clear insecureness
Paint Points
Shame for the need of help
Feeling of failure
Issues to open up
Feeling of being unprofessional
Max -
Father & fulltime employee
Max -
Father & fulltime employee
About
Quotes
Quotes
33 years old
He / Him
Berlin, Germany
Fulltime teacher
Married and father of 2 children
As a full-time teacher and father of 2 young children, Max is always stressed and surrounded by a high noise level. He tries to living up to his commitments and be good in both of his roles. In the time that he has off, he tries to get some time for his own or spend it with his family. Because of his limited time, Max is interested in quick fixes for his problems.
As a full-time teacher and father of 2 young children, Max is always stressed and surrounded by a high noise level. He tries to living up to his commitments and be good in both of his roles. In the time that he has off, he tries to get some time for his own or spend it with his family. Because of his limited time, Max is interested in quick fixes for his problems.
When I realize I’m facing a new problem, I can feel really stressed. Especially when I’m already stressed anyway.
“
“
The expert should take time and be open to understand me, even if I use not the right words in my hectic. There should be no barrier between the professional and me and he/she should try to calm me and show his/her support.
“
“
Fix the problem
Save time
Save energy
Save money
Motivations
Needs
To feel calmed
Trust the pro
The pro to be open for any solution
Goals
Fix the problem asap
Feel calmed after expert contact
Paint Points
Stressed from the problem
Frustrated from failure of own tries
Lack of trust in expert
First user Tests
Execution
In the usability tests we focused on occuring errors and we stopped the time the users need to accomplish a task, without telling the participants to not pressure them. The participants were informed that the search bar is not part of the tests, as it would have been to be programmed to test the informatic system behind it.
Equipped with the prepared test script there were 6 usability tests conducted with participants of our target group.
Click to discover
02 Create structure
Prepared with the user persona’s the next step was to build a foundation of an information system that is living up to the ideals of our persona’s.
First User journey to get assistance from a professional
Log In
Registration
Homescreen
Onboarding
Search Bar
Expert Selection
Expert Profile
Chat
Payment
Video Call
Categories
Support Chat
New User?
Conversation
Convinced by Expert?
Arrange Appointment
Problem Solved?
Review
The definition of the user journey led to wirefreames that led to a low-fidelity prototype - the basis for the user testing.
Results
While the average of the participants were quite satisfied, some users complained about a too long journey to get in contact with an expert.
The feedback implemented that the barriers were too high to position Prossistance in the market, where it tries to get.
These feedbacks put the user journey to the microscope. Were the user journey and information architecture the best approach to satisfy the needs of our user personas Nora & Max?
Time to get in contact with an expert ...
Satisfaction about ...
... the time it took to connect with a pro
... the easiness of connecting with pro
04:28 min
81%
74%
Discover a turnaround of the whole structure and continue to the next page.
Page 1 / 2
Page 1 / 2
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Hey! Welcome to the case study of Prossistance
Project summary
The first point of contact when facing a problem nowadays is Google. The approach to fix that problem leads often to Youtube. If the problem is not solved after that & our environment cannot help either, we feel the need for professional help. For this need we have no Saas product established as a starting point to get this help.
With the goal of changing that I created my main project of my Careerfoundry course, Prossistance.
April 2022 - February 2023
Careerfoundry UX Immersion
Mobile-first approach
Target group 18 - 40 years old
General Info
Project key data
Research
Conceptualization
Usability Testing
End-to-End Design
Figma
Protopie
Surveymonkey
Roles
Tools
Project goal
Create an app that can be the point of contact for problems with the need for professional help.
Page 1 / 2
01 Gaining Insights
Based on the knowledge gained in interviews & surveys, there could gained insights about our users.
In-person depth interviews
3 participants
30-40 minutes per interview
Tool: surveymonkey.com
10 participants
10 multiple choice answers
User Interviews
User surveys
Nowadays approach
Our insights showed us how our users approach their problems in different areas. Prossistance wants to create value for the user at the last step, when the user decides to get professional help.
Gather information
Professional help
Realize Problem
Try to solve
Competitive analysis
Decisions user has to make
Fields of use
Remote support by a professional
fiverr
Pro-ssistance
Doctolib
Advocado
Helpcity
Assign to professional
Better
Help
The graphic shows the competitive analysis for web offers of professional help in different areas. To give Prossistance its unique position on the market, it needs to be as supporting and easy as possible through the whole process of fixing a problem that the user is facing. The user should not have to face decisions, that a professional can rate better
In order to try to occupy the planned position on the market, investors clearly need to be brought on board.
Prossistance wants to be THE platform
to go to when a problem arises that the user believes he/she can solve themselves with professional help.
Our insights led to the definition of user personas, as a reference for the needs & pain points of Prossistance’s upcoming users.
All the interview participants asked for three features of the app design
A fast and easy navigation
A clean design
Low barriers
Nora -
Young Student
About
Quotes
23 years old
She / her
Toulouse, France
Student
Single
Nora is a student with a full focus on growth in her life. She values a good education, is curious about pretty much everything and willing to learn. As she has enough time as a student, she likes to try things on her own before asking for help. Because of her limited life experience she can benefit from professional assistance and learn from it, to use that knowledge for herself in the future.
The barriers need to be as low as possible to get in contact with a professional.
“
“
I try to get as much information as I can to fix the problem on my own. Only when I realize I can’t get any further, I contact a professional for help.
“
“
Fix the problem
Get better knowledge
Save money
Motivations
Needs
Trust in Expert
Time from Expert
Casual conversation culture
Goals
Fix the problem
Understanding the solution
Avoid that kind of problem in the future
Clear insecureness
Paint Points
Shame for the need of help
Feeling of failure
Issues to open up
Feeling of being unprofessional
Max -
Father &
fulltime employee
About
Quotes
33 years old
He / Him
Berlin, Germany
Fulltime teacher
Married and father of 2 children
As a full-time teacher and father of 2 young children, Max is always stressed and surrounded by a high noise level. He tries to living up to his commitments and be good in both of his roles. In the time that he has off, he tries to get some time for his own or spend it with his family. Because of his limited time, Max is interested in quick fixes for his problems.
When I realize I’m facing a new problem, I can feel really stressed. Especially when I’m already stressed anyway.
“
“
The expert should take time and be open to understand me, even if I use not the right words in my hectic. There should be no barrier between the professional and me and he/she should try to calm me and show his/her support.
“
“
Fix the problem
Save time
Save energy
Save money
Motivations
Needs
To feel calmed
Trust the pro
The pro to be open for any solution
Goals
Fix the problem asap
Feel calmed after expert contact
Paint Points
Stressed from the problem
Frustrated from failure of own tries
Lack of trust in expert
User personas
02 Create structure
First User journey to get assistance from a professional
Prepared with the user persona’s the next step was to build a foundation of an information system that is living up to the ideals of our persona’s.
Log In
Registration
Homescreen
Onboarding
Search Bar
Expert Selection
Expert Profile
Chat
Payment
Video Call
Categories
Support Chat
New User?
Conversation
Convinced by Expert?
Arrange Appointment
Problem Solved?
Review
The definition of the user journey led to wirefreames that led to a low-fidelity prototype - the basis for the user testing.
First user Tests
Execution
In the usability tests we focused on occuring errors and we stopped the time the users need to accomplish a task, without telling the participants to not pressure them. The participants were informed that the search bar is not part of the tests, as it would have been to be programmed to test the informatic system behind it.
Equipped with the prepared test script there were 6 usability tests conducted with participants of our target group.
Click to discover
Results
While the average of the participants were quite satisfied, some users complained about a too long journey to get in contact with an expert.
The feedback implemented that the barriers were too high to position Prossistance in the market, where it tries to get.
These feedbacks put the user journey to the microscope. Were the user journey and information architecture the best approach to satisfy the needs of our user personas Nora & Max?
Time to get in contact with an expert ...
Satisfaction about ...
... the time it took to connect with a pro
... the easiness of connecting with pro
04:28 min
81%
74%
Discover a turnaround of the whole structure and continue to the next page.
Page 1 / 2
