Everybody faces issues they can’t solve and how-to videos don’t always cut it. Imagine an app that connects users directly to vetted professionals via live video. Whether it's fixing a leaky faucet or learning how to use a new software tool, Expert would allow users to choose from a wide range of specialists, book a quick consultation, and get actionable guidance in real time. This would save users time and money, while giving experts a flexible platform to earn on their own schedule.
Challenges
Generic help wasn’t cutting it: Users struggled to solve everyday problems with outdated or overly broad how-to videos and articles.
Lack of personalized support: There was no simple way to quickly connect with a real person who could provide tailored, expert advice.
Trust and ease were critical: Users needed a platform that felt reliable, easy to navigate, and fast, especially when dealing with urgent or unfamiliar issues.
Overwhelming options: Without proper organization, a wide range of expert categories could create confusion rather than clarity.
My Approach
Understanding the Market
I started by analyzing two similar products to uncover what was working and what wasn't. This helped me spot gaps in the market and guided early design decisions, such as including real-time video and a wide range of expert categories.
Learning from Users
Surveyed 27 people to learn what kinds of problems they’d seek expert help for and what matters most in a support experience
Conducted 3 interviews to dive deeper into expectations and frustrations with similar tools
Used affinity mapping to identify key user needs: trust, speed, and clarity in booking and connecting with experts
Structuring a Seamless Experience
Ran a card sorting study with 5 users to create an intuitive site map
Designed wireframes that walked users through discovering, booking, and meeting with an expert
Ran usability testing with 5 participants to validate the design and make improvements based on their feedback
Results
1,000,000,000 downloads in the first week!
Just kidding. This was a project I did for school so I have nothing "real" to share, but this did result in the improvement of my UX and UI skills. This was my first full UX process from start to finish, and I was responsible for all strategy, research, design, and testing. The project helped me grow significantly in translating vague user needs into a structured, usable product. I learned how to ask the right questions, prioritize features, and balance business goals with user experience.
Future Plans
If this were a real product, the next step would be to build out a second interface for experts, ensuring a smooth experience for both sides. I’d also add a messaging feature to allow users to clarify questions before booking a session to reduce drop-off and boosting confidence.
Conclusion
This project was a turning point in my growth as a UX designer. It taught me how to apply UX strategy to real-world problems, explore viable business models, and design a product that’s easy to use, practical, and human-centered. It's a strong example of how I approach UX: with empathy, structure, and a focus on delivering value.
