OSST
OSST is a home renovation platform that connects homeowners with tradespeople to ensure a smooth experience.
Team
Project Manager
Design Director
Tool
Figma
Tımelıne
4 Weeks
My Contribution
Identified homeowners’ frustrations through research and designed a streamlined search solution that helped UK customers find tradespeople faster and more efficiently.
Final Impact
The Problem Space
Homeowners wait 1–2 days for tradespeople to respond, causing frustration and delays.
Our Solution
We enabled them to search and message tradespeople directly, cutting the wait time to just 5–10 minutes.
So, how did I get there?
Overview
OSST is a UK-based platform that connects homeowners with over 3 million skilled renovation tradespeople. It streamlines the search and communication process, making it easier for both sides to connect efficiently.
Competitor Analysis
To better understand the market landscape and identify improvement opportunities, I conducted a competitor analysis of similar renovation platforms in the UK.
User Journey Map
After analyzing competitors, we interviewed UK homeowners and mapped out their renovation journeys.
Search problem
Most platforms ask users to post a job and wait for responses.
Allow users to quickly search for the right professionals
Messaging problem
Half of the platforms don’t offer in-app messaging—only phone or email.
Enable direct in-app messaging for faster communication
Project tracking problem
Project tracking isn’t supported on UK platforms—only available in the U.S.
Project tracking deprioritized (not feasible)
Why it’s not feasible:
Older users prefer face-to-face communication.
Project tracking requires high development effort.
Renovation projects are too unique for standardized tracking.
Turning Insights into Concepts
Approaches for searching tradespeople
Plan A: The system matches tradespeople after homeowners post a job with their details.
Plan B: Remove the job posting step, allowing clients to search and filter tradespeople on their own for a more personalized discovery process. (Selected)
We chose Plan B because user research revealed that the system’s matching process often failed, requiring multiple attempts to get a suitable response.
Approaches for keeping communicate
Plan A: Facilitate real-time interactions by introducing live chat capabilities.(Selected)
Plan B: Create a client portal to schedule a inquired call or meeting.
We chose Plan A because users found real-time chat to be the easiest and fastest way to communicate.
Design Flows
From initial
To iteration
We improved:
Adding decision nodes gives users more control, like choosing to check messages before searching.
Faster search and better matches through flexible category filtering.
Bookmarking makes it easy to revisit preferred tradespeople.
Wireframes & Usability Test
Iterate design 01
1
Add professionals’ details in recommendations and recently viewed:
6/8 participants lacked enough info to choose a professional.
2
Change the display method of professionals' status:
1/2 participants didn't understand what "availability" meant.
Iterate design 02
1
Add unread message feature:
7/8 participants couldn’t tell which messages were read or unread.
2
Remove the vertical bar in the current chat:
1/2 participants suggested removing the vertical bar, as the first chat is usually the active one.
Iterate design 03
1
Add services tags:
6/8 participants felt browsing services was a quicker way to find the right professional.
2
Remove redundant message and phone icons:
1/2 participants felt the repeated message and phone icons looked cluttered.
Final Results
Recently Viewed List
Helps users quickly revisit and compare previously viewed professionals with key info at a glance.
Filtered Search Results
Allows users to browse professionals based on customized filters like category, rating, and budget.
Messaging System
This system facilitates real-time interactions between customers and professionals, highlighted by live online statuses next to user avatars. It also allows for bookmarking important conversations, ensuring easy retrieval at any time.
Takeaways
Diving Deep into UX Research:
Think of competitor analysis not just as skimming through user reviews but as jumping into the website's world. We wear the user's shoes, click around, and snapshot every step. It's like being a digital detective, unearthing clues to make our site not just good but great.
Picking the Right Platforms:
Every user is a world of their own, with needs as varied as the stars. We don't just build; we listen, survey, and adapt. It's like crafting a bespoke suit—every stitch counts, saving us from the dreaded redesign.
Let’s Connect: cocofan200@gmail.com