Jenn Godoy — PRODUCT / WEB / BRAND
© Jenn Godoy — Product Designer

POLO: ON-DEMAND SERVICES


PRODUCT DESIGN · BRANDING

KEY GOAL

Design the user experience and interface for an on-demand platform that connects users with independent service providers for everyday tasks like beauty treatments, home repairs, vehicle maintenance, and pet grooming. Users should be able to browse categories, view providers, message them, and schedule appointments. The project involved creating two apps: one for users requesting services and another for service providers managing their offerings.


— MY ROLE

Product Designer

Art Director


— SKILLS APPLIED

  • Visual Design
  • Information Architecture
  • User Flows
  • Wireframes
  • Prototypes
  • Naming
  • Brand guidelines
  • Logo design
  • Visual identity

Style guidelines


— PROJECT DATE

  • 2017 – 2018


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The Challenge

The challenge was to design a platform that balanced the needs of both the users requesting the services and the service providers. For users, the main issue they had was finding trustworthy providers and being able to access information about their pricing, availability, and reviews.


  • Service providers on the other hand, wanted to manage their services without being overwhelmed by administrative tasks like booking, payments, and communicating with their clients.




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Research


I began by running interviews with both users and service providers to find out what their pain points and needs where. Users expressed frustration in finding reliable providers and concerns about safety and transparency, while service providers struggled with managing administrative tasks while offering their services.


These insights helped shape the product’s main features and helped us prioritize solutions that would address these needs.

User Story Mapping

Ideation


With a better understanding of the challenge our users faced, I worked with the team to brainstorm possible solutions. We created a product vision board to help guide the product design and keep our focus on transparency, efficiency, and ease of use.


I mapped out user flows and wireframes, considering the needs of both users and providers. The goal was to simplify the requesting process, improve the communication between users and service providers, and create a seamless booking process.

Product Vision Board

Polo User Flow

Service Request Flow

Design

Once we had a clear view of the user flows, I started working on the high-fidelity designs. For the user app, I prioritized having an intuitive navigation and a straightforward booking flow. The key features on this app included: requesting services, reviewing provider profiles, and reading reviews to build trust. For the service provider app, I focused on feature that would allow them to respond to service requests, manage their bookings, set availability, and communicate with their clients.


  • I also created the brand identity and naming proposal for the product: Polo (which comes from the game where a person, who is “It," tries to find other people. "It” shouts “Marco.” The others shout “Polo.”). This included the logo, color scheme, and typography.Service providers on the other hand, wanted to manage their services without being overwhelmed by administrative tasks like booking, payments, and communicating with their clients.




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Admin & Operations


The product also included an internal admin experience for managing providers, notifications, services, payments, and other operational workflows.

PROVIDERS


NOTIFICATIONS

Testing and Iteration


I conducted usability tests with both users and service providers to make sure the prototypes would meet their needs.


For users, we refined the request and filtering features to improve accuracy. For providers, testing revealed opportunities to simplify the admin features, such as managing their bookings and availability.


These iterations were crucial to refine the user experience and make sure the design was functional and user-friendly.

Key Learnings

  • Balancing user needs with business goals was essential to create a platform that would work for both users and service providers.


  • Iterating based on user feedback allowed us to continuously refine the product and make sure it met real user needs.


Keeping the user interface simple and intuitive was key to creating a seamless experience for both user groups.


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Conclusion


Working on Polo gave me tons of invaluable experience when designing for multiple user groups. It reinforced the importance of empathy when creating solutions that aim to address the needs of diverse users. The project also allowed me to grow my skills in both product design and branding, making the final product not only functional but also visually cohesive.