Designing a centralised messaging experience for homeowners and contractors
UX Research UI Designer
4 Weeks
The Problem with Off-Platform Communication
Kandua Customer Interface — UX Case Study
Kandua connects homeowners with vetted contractors and promises three competitive quotes per job request. While the value proposition is clear, the outcome from user's reflect differently after a user submits a request for a job. Communication between the customer and contractor moves off-platform, resulting in a fragmented context and weakened accountability. This case study explores how implementing alignment with onboarding adjustment and a built-in messaging feature can reposition the platform from a lead generator into a structured transaction ecosystem. An experience to maintain customer trust, improve retention, and protect long-term contractor marketplace value.
"I want to hire the right contractor quickly, without second-guessing my decision."
02: Methodology
The Design Process
Four weeks. Four phases. From raw user insight to a tested, validated solution.
The design process followed a structured approach across four key phases: User Research to uncover emotions and behavioral patterns, Wireframe Solution Modules to ideate and sketch potential solutions, Prototyping to bring concepts to life, and Testing to validate assumptions with real users. Each phase built upon the insights of the previous, ensuring a user-centered outcome.
03: User Research
Primary Persona
The Time-Constrained Homeowner (Decision-Maker)
Homeowner interviews revealed that most home improvements and repairs are driven by urgency, prompting users to seek quick, reliable solutions. While they are digitally confident and comfortable using service platforms to save time and explore options, their primary need is the ability to hire with certainty, knowing they are making the right choice for their home.
"I want to hire the right contractor quickly, without second-guessing my decision."
04: Emotional Journey
Emotional Journey
How the primary persona feels at each stage of the Kandua experience
The user begins the journey feeling optimistic and in control, but this quickly shifts to uncertainty as they wait for quotes. They are then left to compare quotes across different communication channels, ultimately feeling anxious at the moment of hiring, when trust is lowest and risk feels highest.
The case study highlights my ability to analyse real user pain points, design mobile-first workflows, and propose scalable solutions that strengthen trust in service-based platforms.
05: UX Audit
Mobile App Product Analysis
Reviewing the existing layout of the mobile app for customer acquisition
Heuristic evaluation of the existing Kandua mobile app against Nielsen's 10 Usability Heuristics. Each screen below is annotated with numbered violation callouts.
06: Proposed Solution
Key Insights and Design Opportunities
Suggested enhancements showcasing the messaging dashboard and company verification screens
The original app had no distinction for logins between the contractor or the homeowner who required the service. With the adjusted layout, this app now caters for both, with a more seamless user account creation process. With a Focus on the homeowner experience, after an account creation, homeowners are offered the opportunity to post their job requirements. Once posted, this provides clear visibility of tracking the posted job and an embedded notification process to interact with contractors within the app. Eliminating the need to use external communication channels like WhatsApp, email or phone calls. Instead of using the hamburger menu icon as a primary navigation, I placed the menu items fixed to the bottom of the device screen for a user friendly navigation layout. This orients the user, and eliminates the learning curve to understanding a new layout. Homeowners are able to find what they are looking for more efficiently.
07: Conclusion
Overall Results
While this represents the first iteration of the in-app messaging and engagement platform, the app has multiple feature enhancements that can be explored for enhanced customer experience. These opportunities include a platform that both the customer and the contractor can efficiently access shared project site drawings, images and verification of prompt payment schedules, ensuring accountability and trust between everyone involved.