Project
snagg.app
Date, duration
June 2022, 6 months
Role
UX designer
Project vision
snagg is a worksite snagging application that lets tradespeople record issues or snags while they are on-site.
The target audience of the application is tradespeople, electricians and systems integrators.
Challenges
1) Remove barriers to entry on startup
2) Construct a page for recording issues for text, photos and products
3) Provide a seamless experience for invoicing across multiple issues for a single job
4) Incorporate a way for the end-user to pay for an invoice
Research conducted
Stakeholder interviews
CME interview
Competitive audit
Usability studies
User journeys
Field studies
Card sorting
Kickoff
I found qualitative research methods to be the most effective, with a kickoff meeting, stakeholder/CME interviews, field research and persona hypotheses. The key questions to be answered were as follows:
> Who the product was for.
> What the users needed most.
> Who the competitors were.
The most effective methods to understand industry pain points were through the SME and stakeholder interviews. I built an affinity map from these observations to generate the following themes: tracking issues, customer disagreements, time constraints and invoicing.
These themes, then insights formed the basis of a possible solution card sorting exercise to determine where users would expect to find certain things within the proposed solution. Understanding common ground between users as well as their individual needs ensured the application was built to meet these needs.
Affinity map
Potential solution and card sorting exercise
The users
Personas are distillations of the users interviewed for usability studies, CMEs and stakeholders. There was some crossover between on-site installers and off-site integrators. Each of them had one unique pain point.
PRIMARY PERSONA
Name: Reyna
Age: 34
Occupation: Systems integrator as a sole trader
Reyna is frequently out on-site working at
customers houses. They are frequently required to record additions or changes to the original specifications due to unforeseen issues on the work site. They want to keep track of the extra work they do so they can ensure all additional work is paid for.
“The customer usually wants the work to be completed as part of the original quote - “can you just” moments I call them.”
SECONDARY PERSONA
Name: David
Age: 58
Occupation: Systems integrator for a large company
David spends the majority of time at the office. They ensure all jobs are running as planned and are fulfilled to a high standard. They want an easier way to keep track of every issue so all additional work is accounted for.
“It’s frustrating, especially when the integrators don’t properly annotate the photographs or store them in the correct place.”
Competitive analysis
I looked at the main competition company in the market. The existing offering address many of the pain points we are looking to take care of but the applications lack streamlined processes and strong visual design. Their users have report the high price of the application and being unable to cloud sync between devices.
“End result is an average internal looking report one would do in word but not something to issue to clients. With a few changes it could become a much more powerful tool and better presentation as well to produce final client ready reports.”
“£6.99 per month (£168 over the two years so far) is crazy expensive for long term users like myself”
“Doesn't allow to be synced between 2 different devices when working off the Andriod platform. I had to purchase the app twice (phone and computer) because theres no cloud sharing or syncing between them.”
IA Diagram
I created an IA diagram which displays how the application is organized and structured with the user front of mind.
Paper Wireframes
To generate ideas quickly, I used paper wireframes to construct the layout and flow of the screens.
Digital wireframes and lo-fi prototype
I then took the paper-based wireframes and turned them into a lo-fidelity prototype to start testing again with users.
Key insights
After creating the lo-fidelity prototype I prepared a questionaire for users to complete before conducting a usability study. Here's what I found:
Provide more information
Users wanted to be able to provide specific information about their issue as well as combine photos and descriptions into a single issue.
Faster invoicing
Whilst users found it helpful to be able to choose exact amounts to invoice, it was too frustrating having to manually enter values to be billed.
Prevent errors
In the log issue screen, users frequently found themselves accidently exiting the process or submitting before they were ready.
Digital mockups and hi-fi prototype
Using the results from the usability study I implemented a number of changes and designed the visual aesthetic for the application alongside a sticker sheet for re-usable system assets.
Challenge 1
Remove barriers to entry on startup
Users can choose between signing up for an account or signing in through Google.
Challenge 2
Record the correct information
Users can take a photograph of an issue, and/or record details of the changes required. They can then add parts and labour before saving the issue.
Challenge 3
Get paid the right amount at the right time
Users can assign a value to the issue and invoice the end-user, making it possible to accurately bill the customer.
Challenge 4
Create a good experience for their customer
End-users can pay for the invoice through a unique external link, making it easy to pay.
Takeaways
snagg makes logging issues easier for the user by giving users the tools to log an issue, send an invoice to a customer and organise them all into a single project.
One quote from peer feedback:
"The app made it a breeze to document issues and get paid. I would definitely use this app in my daily work."
"The app made it a breeze to document issues and get paid. I would definitely use this app in my daily work."
While designing snagg, I came to better understand ‘on-site’ interactions through repeated usability studies and refinement. Peer feedback influenced each iteration of the app's designs and resulted in much improved product.