Urban Company

A lab usability study of the Urban Company app that traced rescheduling as its costliest friction point, then redesigned the booking history and the reschedule flow around it.

Role: UX Researcher & Designer
Year: 2022
Product: Urban Company
Tools: Figma, Miro, iMotions

The full research board. It runs from the title panel through the four-step process, the primary, secondary and tertiary stakeholders, three personas with goals and frustrations, eleven tasks plotted on a critical versus frequency grid, the eye-tracked usability test setup, the reschedule test task and its recorded emotion results, an empathy and user journey table, the ROI calculation, the task selection, the usability issue in Urban Company, and the current versus new task flows. — The research board. Tap it to read at full size.

The design board: before and after phone screens for rescheduling a professional with a reason list, for the reschedule booking screen where professional and time slot are chosen separately, and for the bookings page grouped into scheduled, upcoming and cancelled services. — The design board. Tap it to read at full size.