ServiceHouz

I spearheaded the design of ServiceHouz's senior home search platform with the goal of increasing user engagement and accessibility by 20%.


My Contribution

User Research

Competitive Analysis

User Surveys

Ideation

User flow

Low Fidelity Wireframes

Usability Testing

High-Fidelity Wireframes

User Testing

Iterations

Team  

PM, Engineers,

& Myself


Tools

Adobe XD, Gira,

Illustrator, Photoshop


Timeline

12 months


Is senior assisted living facility hunting frustrating you?

Welcome to ServiceHouz

Searching for the place to live can be really exciting but at the same time it can be challenging. Given the stress and the lack of time millennials have, it is tougher to find a place with perfect facilities for their parents.

Searching for the place to live can be really exciting but at the same time it can be challenging. Given the stress and the lack of time millennials have, it is tougher to find a place with perfect facilities for their parents.


ServiceHouz is a real estate platform for seniors bridging the gap between providers and the customers who want to buy a house that supports services for senior living, such as communal meals and welfare checks. At ServiceHouz, we focus on understanding the requirements of Seniors today with the goal of becoming a one stop shop for comparison shopping and rating for Senior living facilities.



GOAL

How might we improve the Senior living facilities search experience?


Considering thousands of clients and providers in the San Francisco Bay Area the ServiceHouz team needed a way to improve search platform efficiency in order to simplify requirement filters while providing an  accessible interface for seniors to use while searching hundreds of options.


We decided to develop advanced search options, a largely underutilized feature of our website, to improve search results. This would allow users to find a perfect match based on their home and facilities preferences without  having to scan through each listing.




KEY RESEARCH INSIGHT

Finding a facility that matches my preferences, including a professional caregiver, was a time-consuming & expensive process.


First I performed user research by conducting surveys to identify users' pain points when finding a home with senior care options, services and amenities. 



I performed competitor analysis to understand our competitors’ strengths and weaknesses and find an opportunity to address a gap in the market.

Competitor Analysis

Limited Search 


  • There are thousands of listings and senior services but no way to advance search. 
  • Content could only be discovered by exploring each listing.
  • They have limitations to access search functionality.


Time-Consuming


  • Huge amount of general information is available on site.  
  • On every visit the user needs to enter the same information like email address, contact number to explore available options.


Intrusive



  • Once users provide personal information on the website, they start receiving many calls and enquiries even if they did not show the interest.



No Advanced Features



  • Users don’t find options to like or add listings to favorite. 
  • Virtual tour option is also not available. 
  • They can’t send a message to providers.


DESIGN DIRECTION

Designing the Familiar


ServiceHouz’s advanced search feature needed to handle a variety of options to filter the results to help seniors find a perfect match.



I examined various comparative experiences: Senior living facilities, caregiving, and real estate platforms to finalize the features, determine UI design inspirations and bridge the gap between platform and user expectations.


PROCESS

Ideation through Affinity Mapping


It is a business tool to organize ideas and data. We started by putting our ideas on sticky notes and voted individually to finalize the main focus and features of the ServiceHouz platform. The idea which has the maximum number of votes was finalized for the application.

Users face difficulties while searching for senior living and facilities

Problems faced by users with low vision

Senior user's requirements

Low Fidelity Sketches & Wireframes


Finalized the idea of providing search platform for seniors who are looking for homes with care options and services and for providers.

ACCESSIBLE INTERFACE EXPERIENCE

Clear Purpose, Universal Usability and Reusable components.


I kept the elements of purpose, usability and reusable components  in mind while sketching concepts for the senior living platform. I aimed to design a product that helps users navigate the website easily so the user would have an easy, efficient process for identifying their perfect home or facility. I designed clear layouts with distinct CTAs which could accommodate a variety of users.


Also, I reused components across multiple pages in the flow. Not only did this reduce technical complexity, but it also established a familiar pattern for the user.


Color Palette


It’s important to understand that colorblind people see the same colorful picture as the rest of us.


Blue is most often associated with loyalty and trust. Brighter blues can be affiliated with communication Also Blue is the most universally liked color in the world, which may explain why so many companies opt for blue shades for their branding.

Style Guide


Logo Creation


Responsible to build the brand for ServiceHouz where we help our customers to find a place to live and get the care options, services, and amenities they are looking for.


Built a logo for ServiceHouz where a hand represents the care, heart shape walls of the house show love and affection and the blue color depicts professionalism, trust, health, and growth.

THE LAUNCH

Empowering Seniors to Search


My goal was to design a simple, accessible experience that would empower users 35+ to search for the best care services and home for themself or family members. Also providers are our secondary users who can register their listings on our platform. Below is a look at the final build.


Final Prototypes

NEXT STEPS

Here, we continue to develop the web experience and started designing an IOS application for ServiceHouz to help our users access the service in a more convenient way and to stay connected.

Currently, we are following the iteration of conducting more user testings and integrating user feedback into our designs to improve the user experience.


Through this journey, I learned that the seniors we studied and interacted with only represent a small part of a larger group, there are huge product opportunities available that can further improve.