From ideas to impact, one solution at a time
From ideas to impact, one solution at a time

AApp (AC Service Booking App)

AAPP Project - Mobile app interface design by Fernando Vergel, Product UX Designer.
  • Project Name: AApp
  • Use: Improving overall customer satisfaction with on-demand AC repair and service
  • Platform: Mobile app
  • Timeline: Feb – May 2023 (3 Months)
  • My Role: UX/UI Designer
  • Collaborators: Cross-functional team (Front-end, Back-end, QA, PM)
  • Product Design Tools: Figma, Figjam, Photoshop, Optimal Workshop

UX Case Study: AApp

Improving customer satisfaction with AC services

What’s AApp:

AApp is a friendly online hub where individuals seeking air conditioning services can easily connect with reliable technicians and companies. This innovative platform combines the Spanish initials for Air Conditioning (Aire Acondicionado – “AA”) with the word “APP.” The choice of a Spanish name reflects our initial focus on the Latin American market.

Understanding the Problem:

To tackle this challenge, I employed Design Thinking, an agile methodology that emphasizes user needs. By engaging with users from the outset, I aimed to gain a deep understanding of their requirements, ultimately crafting a satisfying and tailored user experience for the app.

Despite my efforts to find similar applications, I encountered a lack of options that exclusively connect users with air conditioning companies or technicians. This gap highlighted a significant opportunity in the market.

My Role:

As the Product Designer, my responsibilities included:

  • Conducting user research and synthesizing insights
  • Designing the responsive UI/UX for both web and mobile
  • Collaborating with cross-functional teams using the Scrum framework
  • Creating and maintaining the UI kit and adhering to accessibility standards

The Product

AApp serves as a specialized mobile platform designed to bridge the gap between users in need of reliable air conditioning services and skilled HVAC technicians eager to showcase their expertise. The app prioritizes an intuitive and efficient experience tailored specifically to the Latin American market, where demand for quick and dependable AC services is high.

The Goal

The primary goal of AApp was to create a user-friendly platform that simplifies the process of finding, booking, and interacting with air conditioning service providers. We aimed to enhance user satisfaction by offering a streamlined experience that connects customers with trusted technicians, ultimately improving comfort and reducing downtime during hot weather.

The Problem

Many users frequently struggled to find reliable and prompt AC technicians. Existing service apps often lacked a dedicated focus on HVAC services, resulting in fragmented and frustrating experiences. Moreover, HVAC professionals faced limited opportunities to effectively showcase their expertise and connect with potential clients in a competitive market.

The Solution

Our solution involved developing a user-centered platform featuring detailed technician profiles, real-time chat capabilities, and integrated scheduling tools. The app was designed using a responsive interface aligned with Material Design principles, ensuring a seamless and engaging user experience across various Android devices. This approach directly addressed core user needs by prioritizing ease of use, trust, and accessibility.

The Heat Is On

We began by delving into user pain points through the Design Thinking process, which allowed us to empathize with our audience and define the core problem: users struggled to find reliable and efficient AC technicians. To build an effective solution, I conducted comprehensive benchmarking analysis, comparing similar services while identifying gaps we could exploit as strengths.

Key insights included:

  • Most apps lacked a dedicated focus on HVAC services, often mixing them with broader home services
  • Users expressed frustration when scheduling appointments without real-time availability
  • Technicians encountered challenges in showcasing their expertise and building trust with potential clients

Crafting a Solution for Dual User Needs

Given the dual nature of our target users end customers needing services and technicians seeking clients, I conducted ideation sessions employing the Crazy 8s technique to brainstorm features. This method enabled us to generate quick, diverse concepts that we later refined into a cohesive design.

Core features included:

  • User Profile Browsing: Customers can view detailed profiles of technicians, including ratings and service history
  • Real-Time Chat: Direct messaging facilitates quick questions and scheduling
  • Appointment Scheduling: An integrated calendar system allows for seamless booking

This focus on simplicity ensured that users could navigate the app quickly, even in urgent situations.

From Concept to Clicks

I initiated the prototyping phase with lo-fi wireframes sketched on paper before transitioning to digital wireframes in Figma. By leveraging Material Design principles, I ensured consistency and usability across the Android interface. Initial designs were shared with a small user group for feedback.

Testing Highlights:

  • Conducted usability tests with five participants experienced in HVAC services
  • Feedback indicated high satisfaction with the user profile browsing feature, aiding informed decision-making based on technician expertise
  • Identified pain points in the scheduling process led to enhancements in the calendar interface with clearer availability indicators

Enhancing Usability and Visual Appeal

Based on user feedback, I refined prototypes into hi-fi designs that incorporated a cohesive visual identity. Utilizing an atomic design approach allowed me to create a consistent design system aligned with Material Design guidelines.

Key Improvements:

  • Updated button designs for improved visibility and accessibility
  • Introduced a color scheme inspired by cool tones to reflect the app’s purpose of providing comfort
  • Integrated a feedback loop enabling users to rate services, thereby building trust and ensuring quality control

Designing with Empathy and Precision

Creating AApp was an invaluable lesson in balancing user needs with business goals. By focusing on empathy throughout the design process, I successfully delivered a product that resonated well with our target audience.

Key Takeaways:

  • Engaging users early provides invaluable insights that shape better products
  • A consistent design system rooted in established patterns like Material Design ensures cohesive experiences across devices
  • Iterative testing and refinement lead to polished products even under tight deadlines

Our project showcased the importance of agile design processes and highlighted the power of listening to user feedback. I look forward to applying these lessons in future projects while continuously aiming to create solutions that meet real user needs.

Let’s Chat!

Want to check out the project in more detail?

Just click here: Link

I design products that connect users with what they need, seamlessly and intuitively. Let’s collaborate to create experiences that deliver value and impact.

Reach out on WhatsApp, LinkedIn, GitHub, or Behance, or drop me an email at fernandovergel@gmail.com.