Everybody faces issues they can’t solve, and how-to videos don’t always cut it. The goal of Expert is to give people a simple, intuitive way to connect with an expert in nearly any field so they can feel more informed and prepared to face their every day (and not-so-everyday) problems. This app was designed in early 2021, and considering COVID-19, Expert also provides service to users who would otherwise be unable to meet up with people.
UX/UI Case Study
February 2021 - August 2021
Challenge
Solution
Responsibilities
Users need a way to get help from experts so they can successfully learn how to fix an issue they are experiencing.
To address users' needs, Expert provides face-to-face advice via video calls with a trusted professional through an intuitive and user-friendly app. Users can choose between a wide range of experts from various categories, guaranteeing that they will find the right professional for their needs.
Competitive Analysis
User Surveys
User Interviews
User Personas
User Flows
Information Architecture
Wireframes
Style Guide
Prototyping
Usability Testing
Mockups
Final Deliverables
Tools Used
Adobe XD
Adobe Photoshop
Procreate
Usability Hub
Optimal Sort
Google Forms
Expert
I completed a SWOT analysis on two similar apps already on the market, Intro and ProTalk, to understand my app’s competition. These analyses helped me to identify the ways I can make my app stand out, as well as understand what features to change or avoid.
Discover
Competitive Analysis
To begin my research, I surveyed 27 people from varying backgrounds. This survey gave me an idea of what kind of experience potential users have with similar services, what features matter most to users, and what fields of expertise are most important to include with Expert. Below are the most significant results of the survey, as well as the key observations I gathered from the participants' answers.
Discover
Surveys
After analyzing the results from the survey, I conducted 3 interviews to gain an awareness of users' needs when it comes to an app like Expert. The ages of participants in these interviews ranged from 20 to 56 years old, each coming from a different background. The diversity of my participants helped me widen the scope of my research.
These interviews helped me discover patterns in users' behaviors and attitudes toward receiving help from experts. I learned that using Google to find a solution to a problem is the most common way people begin to look for answers, but it doesn’t solve every problem a user may have. The ability to go deeper and have a discussion with an expert would benefit in circumstances where the internet doesn’t provide a useful answer. Interviewees overall had a positive attitude towards Expert, finding that Expert would be helpful in home improvement, medical advice, or even getting help with learning a new skill. I also determined specific features that users like and dislike in apps, which is conducive to the design and development of Expert as well.
Once I had concluded the interviews and reviewed the information I obtained, I sorted it using affinity mapping to organize the data I gathered.
Discover
Interviews
Affinity mapping helped me to determine key insights into the needs potential users have, features that should be included, and why users might use an app like Expert compared to other options.
Discover
Affinity Mapping
The information I gathered during my research helped me create two user personas to represent different prospective users. Olivia represents a younger community whose goals are geared toward learning rather than quick fixes. David was created to stand for the older generation who would be looking for immediate solutions to the problem that has motivated their need to use Expert.
Define
User Personas
To further understand their needs, I created user journey maps for my personas. This process primarily helped me identify the emotions and pain points that Olivia and David encountered. Using each journey map as a visual timeline of their experience showed me what factors needed to be a priority in the continuation of Expert’s evolution.
Define
User Journey Maps
To get a better idea of how users would interact with the app, I created user flows for my personas to demonstrate how users would navigate through the app to complete the goal they set out to achieve. I also used these flows to identify any pain points or potential confusion.
Ideate
User Flows
After creating user flows, I had a group of 5 participants complete a card sort. The results of this study helped to heavily influence the structure of Expert, as it was a direct reflection of the most user-friendly way Expert could be organized. Based on the outcome of the card sort, I created Expert’s site map.
Ideate
Information Architecture
I sketched out low-fidelity wireframes to conceptualize Expert. These basic sketches provided the framework for future iterations
Design
Low-Fidelity and Mid-Fidelity Wireframes
I chose to do moderated usability testing, with 2 volunteers participating in person, and 3 participating over Zoom. The ages of the participants ranged from 20-56 years old in order to establish a wider range of opinions than if I had used participants within the same demographic to take part in the testing.
The usability testing helped me to learn which parts of Expert were working well, and which parts were not. Though participants did not have many issues navigating through the prototype, the feedback I received was helpful in determining what changes I needed to make to improve Expert to make it more accessible and as uncomplicated as possible.
Test
Usability Testing
Expert was my second project during my time as a student, and my first project working through the entire UX process. If I were to continue developing Expert, I would like to add a messaging feature so that users can talk with an Expert before booking an appointment, as well as giving users the ability to ask follow-up questions. I am happy with the final product overall, and I believe this is a good indication of the way I have learned to approach UX design.
Final Thoughts
Final Designs
High-Fidelity Wireframes
Final Designs
Final Mockups
Discover
Define
Ideate
Design
Test
Strengths
S
Weaknesses
W
Opportunities
O
Threats
T
Experts are certified and most have celebrity clients
The app has a simple and straightforward onboarding process
The interface is easy to navigate
There is a very limited amount of categories available
Calls are expensive- averaging about $150 per session
Add categories with a high demand
Offer celebrity experts
Introductory discount on first call
Apps with a wider range of topics and more experts
Inconsistency among users (single use only cases)
Apps with more affordable options
Intro
Has a large range of topics and experts
Relatively inexpensive and experts can set their own pricing
Users purchase credits to pay for their sessions, which never expire
Experts are not verified in any way
The app’s interface is not very organized or easy to navigate
Only offers phone calls, not video calls
Develop the interface to make it more user friendly
Add expert verification
Add option to video call
Inconsistency among users
Apps that have a more developed interface
Apps with more trustworthy experts
ProTalk
Olivia Jefferson
Job Title
Brand Manager
Relationship Status
Engaged
Age
27
Location
Minneapolis, MN
Extrovert
Fast Learner
Creative
Positive
Motivations
Curiosity
Increase Skills
Convenience
Loyalty
About
Goals
Frustrations
“I love learning new skills, and want to improve my art abilities with someone I can build a good relationship with.”
Olivia loves trying new hobbies but does not have time to take in-person classes and prefers to learn new skills on her own. Her latest pursuit is painting, but she is struggling to learn a specific technique. She is eager and excited to start learning.
Learn different painting techniques
Build a relationship with an expert so she can have a reliable person to ask questions in the future
Become more confident in her artistic abilities
Doesn’t have a lot of free time
Has a hard time learning without having the ability to ask questions
Doesn’t want to spend a lot of money learning something she already knows just to get one question answered
David Smith
Job Title
Retired
Relationship Status
Married, 3 kids
Age
56
Location
San Diego, CA
Friendly
Analytical
Determined
Go Getter
Motivations
Effectiveness
Speed
Convenience
Price
About
Goals
Frustrations
“When I have issues that need solving, I want to resolve them as quickly as possible to avoid stress. I appreciate quality work, and want to learn how to handle things myself if the issue is repeated.”
David is a retired salesman, and loves spending time with his family. He’s not the best with technology, and sometimes his children are unequipped to help him solve the problems that occur. He wants to be more adept at resolving these issues on his own.
Wants to be able to get issues resolved quickly
Learn the skills he needs to do things himself the next time a problem arises
Wants a reputable expert
Doesn’t want to wait around to fix the issues that come up
Doesn’t want to spend a lot of money on a solution
I would feel safer calling an expert vs. having a stranger come into my home
I have better success finding solutions when I talk to a live person
I would like a way to communicate with experts I won’t be able to meet due to COVID-19
Still having a way to talk with experts I otherwise wouldn’t be able to meet with due to COVID-19 would be helpful
A video call would be more convenient
Benefits of video calls vs. in person
Insights
Participants have a positive attitude towards video calls
Due to COVID-19, participants want to have a way to talk with experts that doesn’t require meeting in person
Medical concerns, like skincare or injuries
I want help with homework from time to time
Financial planning, legal stuff, medical issues, home design
Plumbing, electrics, household, landscaping, and garden related issues
Category requirements
Insights
Participants have varying needs regarding the categories they need help with, which means there will need to be a broad range of categories and experts
I call a support line, use Google or Pinterest, or ask my dad for help with a problem
I have a problem that requires me to search for a solution every few weeks
I use Google or YouTube to lead me to a solution for my problems
I have a problem that requires me to search for a solution a few times per month
I use Google or ask a friend to help find a solution for my problems
I have a problem that requires me to search for a solution about once a day
Past experience with finding solutions
Insights
Participants mainly use Google or people they know to help solve problems
On average, participants need help between every day to a few times per month
An app that is user-friendly and easy to navigate
I need a way to follow up with someone who has helped me
Necessities for the app
I need an app that is functional and easy to use
I want high quality video calling when getting help
Insights
Participants have a variety of needs relating to an app like Expert
Most participants want an app that is easy to use and navigate
Splash
View Profile
Onboarding
Enter Info
Sign Up
Log In
Home
Search
Filter
See Results
Search
“painter”
Create
Account
No
No
Yes
Filter/
Sort
Scenario
Olivia loves to paint, but she feels that she only knows the basics and would like to learn different and more difficult techniques. To do so, she downloaded Expert and now needs to find an expert she would like to work with.
Task
Find an expert to work with
Flow
Download Expert
Open Expert
Go through onboarding
Create account
Go to search screen
Search for “painter”
Go through search results
View expert’s profile
Book Call
Your
Categories
Sub-
categories
View
Experts
Top
Categories
Select
Date/Time
Continue
Looking
Top Experts
Enter
Details
Discover
Pay for Call
Home
Confirmed
Select
“tech”
Select
“computer
help”
Choose
Expert
No
Yes
Scenario
David is having problems with his computer and needs to identify and solve the issue quickly. He wants to find and schedule a call as soon as possible to get this solved soon.
Task
Schedule call
Flow
Begin at home screen
Go to “Your Categories”
Select “Technology”
View subcategories
Select “Computer Help”
View experts within topic
Choose an expert
Book a call
Select date/time for call
Enter details
Pay for call
Call confirmed
Splash
Log In
Search
Filters
Search
Results
Profile
Your Calls
Settings
Call
Waiting
Incoming
On Call
Review
Sign Up
Onboarding
Schedule
Date/Time
Details
Pay
Confirmation
Home
Your
Categories
Top
Categories
Top Experts
Discover
Sub-
categories
See
Experts
Expert
Profile
See Reviews
Book Call
After the low-fidelity wireframes were sketched, I created mid-fidelity wireframes to continue the development of Expert. The designs remained relatively the same as the initial sketches, with a few changes to improve functionality that I discovered as I was creating these wireframes.
67%
This statistic shows that most potential users do not currently use any service to help with specific problems that require expert advice. This demonstrates that there is a market for an app like Expert, and because of this there is a greater likelihood of success.
Do you currently use any apps or websites for professional advice?
46-55 y/o
38.5%
18-25 y/o
34.6%
56-65 y/o
11.5%
66+ y/o
7.7%
36-45 y/o
3.8%
26-35 y/o
3.8%
Due to the majority of survey participants being between 46-55 years old or 18-25 years old, I know that the results of the survey are dominated by those age ranges. Though this shows that my survey sample is not balanced, knowing the top age ranges is valuable in understanding how the data gathered has been influenced by those demographics.
What is your age range?
2-3 times/week
29.6%
1 time/week
25.9%
<1 time/month
14.8%
1 time/month
14.8%
2-3 times/month
11.1%
1 time/day
3.7%
With the majority of those surveyed needing professional advice at least once a week, this data tells me there is a consistent need for an app like Expert. Looking at these results, I know that there is a high probability of returning users. This can be made higher depending on how user-friendly and intuitive Expert is designed.
How often do you need assistance from a person with expert experience in a certain field?
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
52.4%
Household
Medical
Homework
Cooking
Technology
Art
33.3%
33.3%
23.8%
85.7%
38.2%
0%
These results provide a guide for knowing what categories are essential to include in Expert and will act as the basis for choosing other topics to be included in Expert.
What categories would be most relevant for you to get help with?
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
61.9%
Ad-Free
Simplicity
85.7%
Secure Payment
71.4%
Appearance
47.6%
User Friendly
52.4%
0%
The responses to this question show what features are most important in any app participants use, which means these features are critical for Expert to incorporate.
What features are most important to you in an app?
Phase
Before
Sign Up
Search
Schedule
Call
Thoughts
Actions
Pain Points
Opportunities
“I’ve heard good things about Expert, and I’m hopeful I can use it to achieve my goal”
Hears about Expert
Decides to give it a try
Provide users with the best possible experience so that Expert has positive reviews
Creates an account
Goes through onboarding
Keep the sign up and onboarding process simple so users can focus on their personal goals without added frustrations
Olivia is experiencing a large amount of search results and is feeling overwhelmed
Have a clear and precise way to filter and sort search results
Navigates to search page
Searches “painter”
Views results
Reads bios of experts
Show the expert’s typical schedule on profile so users know before scheduling
She’s having a hard time finding availability that works for both her and the expert she wants to work with
Chooses expert
Navigates to scheduling
Finds a time that works for both
Successfully books call
Create an inviting environment for users while they are waiting for their call to begin
Opens app on the day/time of call
Waits for expert to call her by staying in call “lobby”
Talks to expert
Rates and reviews call
“I found an expert that I think will be perfect for me”
“I’ve decided on this expert but I’, having a hard time finding a time that fits both of our schedules”
“I’m ready to get on the call so I can learn from my expert”
“My expert is very friendly and is giving me great advice”
“There are a lot of search results and I feel a little bit overwhelmed”
“It’s really easy to sign up”
Emotion
Effort
Olivia Jefferson
Scenario
Olivia having a hard time learning a specific painting technique. She heard about Expert through a friend and wants to try getting personalized professional help.
Goal
Find an expert and schedule a call after downloading the app for the first time.
Phase
Before
Browse
Select
Schedule
Call
Thoughts
Actions
Pain Points
Opportunities
“I’ve used Expert before and had good results”
Remembers past experience using Expert
Provide users with the best possible experience so that they use Expert again in the future
Chooses category
Views experts within category
Create subcategories to organize experts and topics better to make it easier to navigate
He sees that there are a lot of experts in each category to choose from
Show bios/part of bios directly within search results to make selecting an expert easier
Reads and compares bios of experts
Decides who to work with
Provide enough experts so that if an issue is urgent there will most likely be someone with availability within the week
David has chosen an expert but has to wait longer than he would like
Navigates to scheduling
Sees expert is already fully booked this week
Sets up call for soonest available time
Confirm that experts are fully equipped to handle a variety of questions to provide users with the best outcome
Opens app on the day/time of call
Waits for expert to call him
Talks to expert
Rates and reviews call
“I found an expert that looks like a good fit”
“I was hoping to find someone to talk to sooner than this”
“I’m ready and excited for my call”
“My expert knows what they’re talking about and I feel like I am able to solve my computer problem now”
“There are a lot of experts to choose from”
“Based on last time, I think this time will go good as well”
Emotion
Effort
David Smith
Scenario
David is having problems with his new computer and is hoping to connect with someone to determine and address this issue. He has used Expert once before.
Goal
Find an expert and schedule a call to get help with an urgent issue he is facing
Key Findings
“Onboarding was helpful to understand what Expert is for”
“I like how the home screen is organized”
“The colors are inviting and positive”
“I think it’s easy to navigate”
“This is straightforward and simple, which I think is helpful for making it accessible to a lot of users”
Positive Feedback
“I think the colors are too feminine and soft”
“The incoming call screen feels too simple compared to the other screens”
“I don’t like that I can’t see the rating of the expert on their ‘mini profile’ within the search results”
Negative Feedback
The “Incoming Call” words aligned weird, and the screen was all white.
Original
“Incoming Call” was moved and I added the gradient used throughout the rest of the app to make it more consistent with the other screens.
Revised
Hourly rate was listed underneath the expert’s name and their rating was not shown on this screen.
Original
I moved the hourly rate to the bottom of the bio and filled the space it previously was in with the expert’s rating.
Revised
Onboarding + Sign Up
Home + Search
User Profile + Settings
Scheduling
Call
