Bingwa Services
Industry
Construction
Client
Bingwa Services
Service
Product Design
Date
April 2024
I had the privilege of working with Bingwa to redesign their flagship app—a platform that connects skilled service providers with homeowners in need of reliable construction, cleaning, beauty, and security services. Our mission? To improve usability, build trust, and create a seamless experience for clients and providers alike.
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Problem Statement
Despite the growing demand for reliable home services in Kenya, homeowners and property managers face challenges accessing trustworthy service providers. The original Bingwa app had usability gaps, low engagement, and a time-consuming order placement process. These issues limited the platform’s ability to efficiently connect clients with service providers while ensuring satisfaction. The goal was to redesign the Bingwa app to improve user experience, streamline service booking, and foster trust and transparency.
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Process Overview
The redesign journey for the Bingwa app was comprehensive and user-centered, encompassing research, solution ideation, prototyping, UI/UX design, and usability testing. Input from homeowners, property managers, and service providers informed every stage of the process to ensure the app met the needs of all stakeholders.
Research
To understand the core challenges, we analyzed app reviews, conducted surveys, and interviewed users. The research revealed key issues:
Usability Barriers: The complex navigation and cluttered interface discouraged user engagement.
Order Placement Friction: The multi-step booking process was cumbersome and time-consuming.
Lack of Transparency: Users needed better visibility into service provider qualifications, pricing, and reliability.
Takeaways:
Our findings emphasized the need for a streamlined booking process, clearer service provider profiles, and simplified navigation to improve usability.
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Ideation & Design
Based on research insights, we prioritized a user-centered design approach to address the app’s pain points:
Redesigned Onboarding: We introduced an easy-to-navigate onboarding screen, replacing step-based onboarding with scrollable content that showcases the app’s value. Users can now quickly choose to create an account, log in, or explore the app.
Simplified Navigation: Vector-based, flat icons and color-coded service categories were implemented to declutter the interface, enhancing usability and load times.
Optimized Order Placement: The booking flow was reduced from three steps to two, integrating a location widget to expedite the process.
Enhanced Service Provider Profiles: A map-based interface highlights the top three providers based on proximity, ratings, and expertise. This fosters quicker decision-making and builds trust.
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Solution
The redesigned Bingwa app delivers a cleaner, more intuitive experience with key improvements:
Improved Navigation: A simplified interface and the search feature makes it easier for users to find and book services.
Transparent Profiles: Detailed service provider profiles include ratings, reviews, and skill descriptions to build user trust.
Streamlined Booking: A faster and smoother booking process reduces user effort and time.
Onboarding was also tailored for both clients and service providers. OTP-based authentication ensures seamless and secure account creation, while step-by-step guidance encourages engagement from both sides.
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Design System
To ensure consistency across the app, I developed a robust design system featuring reusable components, typography, and color schemes aligned with the brand. This design system not only ensured a cohesive experience but also simplified future updates and scalability.
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Results and Outcomes
For Clients:
Reduced order placement, allowing faster connections to service providers.
Enhanced trust in service providers through transparent profiles and reviews.
Simplified navigation, improving the overall app experience.
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Learnings & Reflection
The Bingwa app redesign emphasized the value of a user-centered approach in solving usability challenges. By prioritizing simplicity, transparency, and trust-building, the new design delivers a more efficient and engaging experience for both clients and service providers. This project reinforced the importance of iterative feedback and design systems in creating scalable, impactful solutions.
