Connect with Experts in any field, any time.

Expert is a mobile app that enables users to connect with an expert in any field via message, video call or community forum.My job was to fully research and design the app as part of my CareerFoundry UX Design course.

 
 
 

Role

User Research, UX/UI Design

Duration

December 2021-March 2022

Tools

Figma, InVision

 

User Interviews

I conducted a 12 question interview with 3 participants, ages 18-50, to gather data for the app.

Research Goals

  1. Identify how users approach solving day-to-day problems

  2. Collect data on the most frequently referenced websites/channels for “how-to” information 

  3. Understand users’ opinions about existing resources (ie “how-to” channels)

Key Findings

Above is an affinity map of data collected from the 3 participants.

The affinity map helps to group together common statements shared by each user.

  • Majority of users are more likely to call for an expert’s help than spend time researching for a solution themselves (for physical problems such as household work)

  • Commonly used informative resources: Quora, wikihow, Youtube, Reddit, Googling for sources. All of these outlets offer informative articles/videos/answers. None of them verify the creator’s qualification to provide information.

  • Users like to read and watch tutorials, both long-form and short-form are favored. Product would benefit from having a variety of content (direct expert access, videos, FAQs)

 

User Personas

After defining the problem, my research began by using data from user interviews and affinity maps to establish several user personas that represent various user types, including customers that have questions, and experts that provide answers.

 

Journey Maps

After establishing our user personas, I attempted to empathize with them while performing actions on the app. This way, I could consider their emotions and thought process as they complete a task. The user journeys are from the perspective of James, a teacher signing up to be an Expert, and Mark, a first time user looking for advice. 

 

User Flow

The user journey primed me to begin creating user flows through the eyes of the personas. I created 3 flows with objectives specific to the app, such as asking a question in the forum, booking a video call, and paying for a call. This step helped us begin to visualize the product more clearly. 

 
 

Usability Testing

Goals

The goal of the test is to measure the learnability of the product by viewing how quickly and comfortably users can navigate through the main functions of the app.

Test Objectives

  • observe how users would navigate the app to contact an expert

  • observe how users would navigate the app to post in the community forum

  • Learn the most common mistakes made during these processes

  • Determine how quickly a user adapts to the app and completes the given tasks

Methodology

  • This usability test will be conducted using the moderated remote method. This method is convenient and efficient for testing the app for both the participant and moderator. We have the freedom to recruit participants from various locations which expands our demographic pool. Also, the moderator will be able to monitor & take notes during the participants progress through the testing process using video and screen sharing.

 
 

Final Hi-Fi Frames + Learnings

Key Learnings

Expert is my first app design from start to finish: research to ideation to finalization. It taught me a lot about the design process and introduced me to the world of experience design. It is the true catalyst in my career as a designer.

  1. Listen to your interviewees.

    • Throughout the design process I was tempted to iterate based on my own opinions and design knowledge, however, I learned that my job is to listen to the users’ opinions and criterion and edit as needed. Products are created for the people and it’s important to stick to the collected data in order to deliver desirable designs.

  2. Simple is best.

    • Yes, the design must be visually appealing. The design must also be user friendly and as designers we must include only what is necessary to avoid confusing the user, or overwhelming them with options.

  3. Keep iterating and improving.

    • It takes many versions to “finalize” a design, and even so it should still be iterated upon using continuous user testing and feedback.

Initial Onboarding Screens

Log-In and Create Account

Users can search by topic or directly by expert. There is a Q&A Forum for users to directly contact experts for advice.

Users can search for an expert in the directory, or by topic.

Users can book a call with an expert by picking a listed time or suggesting a new one.