UX PROJECT - MODERN MISTRI

MODERN MISTRI
AN APP FOR CUSTOMERS OF A HOME
REPAIR SERVICES COMPANY

UX PROJECT - MODERN MISTRI

WHAT IS THIS APP FOR?

Modern Mistri is a company that provides
professional home repair services. This app
is designed to engage & provide service to
customers who have enrolled for an Annual
Maintenance Contract. (AMC)

ON CALL

BOOK
Request a service visit

VIEW COST
View & approve
estimated cost of
repair

VIEW HISTORY
View Past service visits
& history of repairwork
done.

UX PROJECT - MODERN MISTRI

WHO

WHY

HOW

Residents of big
metropolitan cities in India
who are tired of a poor
level of service provided
by home repair guys.
Older cities like Kolkata
have a ton of old buildings
with stuff always breaking
down.

The company wants to

provide a seamless and
convenient service to its
customers, and use this
as a key differentiator
to capture an audience.
The app can be an easy
and transparent way to
engage customers.

The app would link to the

companys database, use
GPS technology to let
customers track arrival
of service vans. It would
also be a communication
channel to exchange
information about repair
cost, schedules etc.

UX PROJECT - MODERN MISTRI

USER RESEARCH

Survey

Related Research

We sent out surveys to homeowners and

renters in our friend circle. I lived in a huge
apartment complex with very friendly
neighbours, most of whom were happy
to participate. The survey was created to
understand the level of satisfaction with
current home repair, what is the ideal level of
service people expected & if they were likely
to adopt the use of this app.

Most of the research was gathered in the

customer experience design phase of this
project where we understood client behavior
and developed an ideal service journey for
the customer. details of the research can be
found at www.priyamabarua.com/projectmodern-mistri1

Ethnographic Research
We had in depth conversations with four
homeowners/renters to understand their
expectations of a seamless service.
We also followed repairmen in their service
calls to understand the market better.

UX PROJECT - MODERN MISTRI

PERSONA
We used the qualitative and quantitative data collected in the research to create a persona
for the customer profile that would inform the direction of the design.

UX PROJECT - MODERN MISTRI

SYNTHESIS

TRANSPARENT

EASY

TIME SAVING

The app should promote

transparency in repair
costs. The user shouldnt
have to guess, Is this
what I paid last time?. It
would also show patterns
in usage. Is it time to
replace the AC, it seems to
be always breaking down.

Considering that the

persona is not very tech
savvy, the navigation
would have to be
extremely simple with
the main links available
on the home page. The
user should be able to
accomplish tasks with a
low learning curve.

The app should align with

the business strategy of
providing convenience in
order to retain customers.
The user should use
the app as the primary
method of communication
with the company.

UX PROJECT - MODERN MISTRI

USER JOURNEY

UX PROJECT - MODERN MISTRI

CONTENT

HOME PAGE

SERVICE HISTORY

Logo with phone number

Buttons for Book a service, Service History,
Services, Quotations, Contact Us, Profile

Customers can view the repairs done in

the past by date and by task and costs
associated with repair. They can also leave
feedback on this page.

BOOK A SERVICE
The user can book an emergency service
for the same day or schedule a service at a
convenient time and date. If a service has
already been booked, the user can track the
arrival of the team or reschedule on this
page.

SERVICES
The user can view all the services provided
by the company on this page. This page has
a search bar as well.

UX PROJECT - MODERN MISTRI

CONTENT

QUOTATIONS

PROFILE

The company can push costs for parts onto

the app with a push notification. The cost
will be itemized according to task and part.
The user can accept quote or reject it with
an optional explanation.

Users can update their profile information as

well as add information about their spouse
or roommate.

CONTACT
The user can fill out a form here in case they
have any questions or if an issue arises.
They can also request a call back from the
company on this page.

UX PROJECT - MODERN MISTRI

INFORMATION ARCHITECTURE

UX PROJECT - MODERN MISTRI

PROTOTYPE SKETCHES

UX PROJECT - MODERN MISTRI

HI-FIDELITY WIREFRAMES

view to approve

5 XX
see what youre
missing

Login
OR

Not a member? Register now to

enter a new level of service

& well see you in an hour!

PARTS

COST

Ceramic tiles

1,500/-

white cement

500/-

Commode

7,000/-

Quotations

Contact Us

OR

Services

32 3

3253XX8 / 9

MISTRI

installation of Commode

ON CALL

Book a serviceS ervice History

MODERN

QUOTATIONS

v
e

Ta

o book a s
et
er

ic

BOOK A SERVICE

Account

Book a service in advance

8/9

Date

TOTAL: Rs. 8,000/-

repair of bedroom fan

am I pm

Time
book

installation of Commode

Approve

No

UX PROJECT - MODERN MISTRI

TESTING

Can I see any information on if the people

I referred have used the service? Can I refer
people on the app?
What if I know the parts that are required
to do the repair? Is there any way for me to
upload that information here?
I find the power sign in service history
confusing. And for quotations I would rather
see an icon that denotes money.
I like how easy it is to use.

- Somya

UX PROJECT - MODERN MISTRI

TESTING

Im not sure if a demo is required on the

first screen. I would prefer to go to the
website and see what its all about.
If I find a service offered why cant I link
directly to scheduling a service?

I think that the app should be usable

without a login for one time users as well.

I would like to refer friends on Facebook.

- Sreetama

UX PROJECT - MODERN MISTRI

REVISED INFORMATION ARCHITECTURE

The persona we had identified relies heavily on references before trying out something new. On testing the
prototype, the respondents showed an eagerness to refer friends and get a reward for doing so. So, we included
refer a friend on the h-ome page and put repair estimates under service history.

UX PROJECT - MODERN MISTRI

SIGN UP FLOW

Users can sign up on the app using their email address of facebook accounts. Phone number is a must as that
is the identifier for the customer. Users can even skip the signup and use the app with limited functionality.
On signing in or skipping signup the user has the option to take a quick tour of the app, update their profile
information or even learn about the benefits of the Annual Maintenance Contract.

UX PROJECT - MODERN MISTRI

BOOK A SERVICE FLOW

This is a typical flow for if a user is booking a service. If the user is logged in and has a complete profile they
neddnt input information about their address and credit card.