Digital Design
Brand Identity
E-commerce
Digitalization of the service business
Service
USA
Industry
Region
Services:
- Business analysis
- UX research & design
- UI design creation
- Web Design
Digitalization of the service business
Service
USA
Industry
Region
Services:
- Business analysis
- UX research & design
- UI design creation
- Web Design
Story
Our client — The Pool Specialist company — offers swimming pool maintenance services in the United States. Having experience and developed expertise in the field, The Pool Specialist has decided to optimize processes of providing their services. The company contacted us, asking to develop a design for the automated system of requesting a pool maintenance specialist for home inspection and services.

The system design's main goal was to maximize the usability of the instrument when submitting the request won't be harder than requesting an Uber ride. Our team started working on developing a comprehensive system, which would allow many different companies to offer such services and be represented on the website. At the same time, customers would have an easy way to request their services. For the system and its customer users, it was quite important to enable easy search through the database of service providers, using rating scores and customer reviews.
Project About
Client
The Pool Specialist is a mid-level business company in the United States, offering pool maintenance services.
Objective
To optimize the B2C processes with the use of technologies.
Develop a design solution for this kind of system, we started by analyzing the business processes in place and the options to upgrade it. We also agreed that it is necessary to study the current situation on the market of pool maintenance services.
Solution
Goal
To integrate business processes using a platform principle, create algorithms for all complex processes, and to diminish the impact of a human factor on the whole system functioning.
Mobile App, Web App, Website
Research, UX design, Logo, Naming, UI design, Ongoing Support.
Products
Service
Design Process
Business UserStudy
&
We started by studying the business processes of the client, defining the target audience — system users, and analyzing the hardships and goals of
each stakeholder involved in the process.
We created a logic model of the actions completed by system users in the order they follow. Also, we developed and tested wireframes.
UX
Testing
&
This stage included the brand naming and logo development, the UI concept presentation, its implementation, and the actual creation of the design system.
UI Concept
Implementation
&
Business
User Study
BPMN
We've analyzed the BPMN of the existing system, and defined all roles and functions of the involved system user
Business Process Model and Notation
The uncovered administrative and operational problems were as follows:
Slow data processing
The waiting queue of customers during the active business hours.
The rating of the company (at the moment) vs. a rating of the specialist who performed the service on behalf of the company (suggested for implementation). The letter was aimed to allow better tracking of the completed services.
Complicated review system:
Feedback:
Customers are not always willing to comment on provided services, which forces the companies to constantly direct additional resources to receive feedback from their clients.
Difficulties with the fuel estimates:
It is hard to track the fuel spendings for the company vehicles, which may lead to cheating and increasing service delivery expenses.
Role pains
Our client analyzed and highlighted the major problems users and workers encountered and came to us
Call Center Staff
Technicians
Customers
Technicians
Conducting
the Survey
The next step was about getting a deeper insight into the business and its key stakeholders. It was essential for us to understand the direct perspective of customers on how the services are being delivered. The survey was conducted in collaboration with the client.
First, we were able to send a survey questionnaire using our client's customer database.
Second, The Pool Specialist agreed to interview its staff, which also helped very much in our analysis process.
Business Model Canvas
Our client did not have a clearly defined Business model. We suggested working together on structuring the business canvas of the company by documenting the existing business model. Together with the client, we defined the logistic channels and additional services that can be offered by the new system.
Value Proposition
We created a map of service propositions which were structured and connected to the specific benefits for customers.
Decision Prioritization
Value map:
To do this, we had to collect a map of Value Proposals, it is structured and describes in detail the features of a particular proposal.
We have to achieve a correspondence between value proposals. For thos we refer to important customer needs, trying to address the issues they experienced [learned in the process earlier] and to create significant benefits.
Fit
Customer profile:
We need to develop a customer profile. Which is more structured and describes in more detail a specific segment of users, divides the segments into elements.
Additionally, we developed a framework of the user system structure, its separate segments, and elements in detail.
System roles
We defined main system roles and the functions they require. Therefore before we started the project, we realied all needs of the users.
Just Jess
BPMN
By new BPMN we were able to minimize company expenses by removing the call center from the process chain, the need to manually enter customers' information into the database, and the need to constantly hang on the phone.
The Poolary platform is responsible for its clients, both — customers, who buy services, and partners, who provide them. When the issues between customers and partners arise, Poolary acts as a third party to resolve any conflict situations.
First prototype
When all the current and additional (to be created) functions of the system are specified, we brainstorm with a our team to produce and discuss ideas for a future application.
At this stage, we present initial ideas to the client and discuss them.
Fast Brainstorming:
Prototype Testing
We present our ideas to the client by demonstrating design sketches of the system interface based on the survey results received earlier.
UX
Testing
We started working on developing the system logic and configure application processes. We arranged the information into a convenient and clear structure and presented the way it will look like on the screens.
Mind
Map
For customer users, first of all, we created a comfortable and simple functionality for searching companies and a tool to communicate with them.
UX
Wireframing
At this stage, we created clickable prototypes — wireframes.
Client
Role
For companies, we sought to demonstrate one of the most important functions of the platform — the lead management process (incoming requests).
Administrator
Role
Workers need quick access to the schedule and easy navigation between different requests.
Worker
Role
Testing
At the same time, we started testing clickable prototypes on potential users to identify any malfunctions or usability difficulties early in the process.
UI Concept
Implementation
Before starting to develop the design, we completed several procedures to get a clear, mutual understanding with the client on the style of the platform. For this, we selected a metaphor and arranged a mood board that conveys the emotions to be evoked by the future design and the application behavior.
Metaphor
We operate like a library — a large platform with an extensive database of companies offering pool maintenance services.
As in the library, we have our system under control — processes are clear-cut, transparent, and verified (after all, each company is checked before registration).
As in the library, our platform users will never be left alone but be helped at any time in addressing the question. Our platform allows you to get advice, evaluate the service, and leave feedback. We have policies and regulations to ensure all users are protected, and the whole system functions properly.
Moodboard
Naming
The next step was to choose a name for the new service. Our client wasn't sure about the right name and asked us to develop several options. We used our metaphor with the library and combined the words Pool and Library. As a result, the name Poolary was chosen for the platform.
We created several options of logo, so we conducted a user testing to choose the best option. As a result we got a logo that looks perfectly on in print and digital carriers as well.
Choosing the Best Logo
Logo
Our logo needed to be associated both with the road (the technician's trip to the customer) and an excellent result of the service while also having a direct connection to water and pools.
UI Concept
The interface concept stage included the creation and presentation of the main application screens to the client. For example, the "Main screen" was developed as a list of companies prioritized and displayed by rating.
This is a tape of companies ranked by rating. Companies are tightened either by geolocation, or by certain filter settings. The main screens were shown as mobile app i web app.
Mobile App
Web App
Implementation
At this stage, we showed how the service is working inside the Poolary system: from user/company account registration, searching for a company, to the payment process, and leaving feedback on the job.
Acquaintance
Client:
The customer learns about our service from the platform's website or finds it on the Internet. To start using the service, the customer needs to install the application downloaded from the App Store or register as a new user on the web platform from a laptop.
Administrator:
Companies, as potential clients/partners, familiarize themselves with the service functionality, and send a registration request.
Sign Up
Client:
Clint goes the easy way of Sign Up.
Administrator:
The registration process is easy and user-friendly. The companies receive an invitation to register an account after their license verification is completed.
Sign Up
Search
Client:
To choose a company and order the service, the customer has two possible options.
First — selecting a company from the list.
Second — publishing a service inquiry and waiting to hear from companies with their offers.
Administrator:
The company also has two possible ways to get order requests from customers.
First — receive a direct request through the platform search engine.
Second — periodically review posted inquiries and offer their services when applicable.
Web App
Conclusion of a contract
Client:
The customer user has a tab "Jobs," which consists of sub-tabs "Planning," "In Progress," and "Completed." Some communication takes place in messenger, and the work contracts sent by companies appear in the "Planning" tab. The customer should either accept the contract or make changes and send it for confirmation. When both parties approve the contract agreement, it moves to the "In Progress" tab and transforms into the task.
Administrator:
After the contract was confirmed, it appears as a task in the technician's schedule. Tasks are added to the schedule considering the technician's workload at the moment of signing a contract.
Service Delivery
Client:
On the day of service delivery, the customer receives a reminder with the time when the worker will arrive. Sometimes before the scheduled time, the customer gets access to tracking the technician's location. If the worker is late, the customer can always check his geolocation, message, or call him directly using the application.
Master:
The application's interface for workers includes a calendar with work schedule and list of tasks.Upon arrival at the customer's location, the worker presses the "Start" button in the app and begins work.
After completion he submits an electronic report, describes the work performed, and sends it to the customer by pressing the "Finish Work" button. Thus, he notifies of work completion.
Payment
Client:
The customer receives a report and completes the payment. The payment process consists of three steps: confirmation of payment, evaluation of work, and leaving feedback about the company (the user can skip this step).
Planning
All:
The platform's system works in cycles: customers search companies or continue working with the ones they had a positive experience, and companies acquire new contracts and provide services.