CrackerJack

About the Project 

Project CrackerJack is a service platform designed especially for the users who are busy to schedule, visit professionals or just prefer home comfort.

+ Connect to experts anywhere

+ Save times to call, schedule and travel to experts

+ One click and easy scheduling process

+ Live video calls to provide solutions or services

+ Highly-rated and inexpensive local experts 

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Demo

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My Role

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Problem Statement

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In this competitive world with busy schedules, many users struggle to find expert's help at a convenient time. They want flexible schedules, inexpensive and highly rated professionals to provide services at their doorstep. 

On an average a user spends more than just an expert’s fees for an expert session. It includes invisible time and money like

+ User’s preparation time

+ Traveling time

+ Invisible cost like gas, insurance, and sometimes longer wait time.

+ All this invisible and unavoidable cost, adds the stress and cause frustration.

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‍Potential Solution

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An app that can provide an online platform for users to receive highly-rated expert’s service virtually. Whether, it is a tax preparer or an attorney, it covers everyone. This app will not only save time, money, and frustration for users but alos brings happiness by having more time for themselves or for their family.

Potential Problems

+ User may not qualify enough (language barrier) or does not own a smart device to use an app.

+ Online expert's search results are less filtered, sometimes irrelevant so, it may take a longer time to find a trustworthy professionals.

+ User may not trust online, or virtual service providers.

+ Users may not trust the online mode of payment or sharing their personal information.

+ User may have professional contacts which they are already used or prefers their friends and families recommendations.

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Target users

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Revenue Model 

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+ The app is free for users to use

+ The expert will share their revenue for each session provided

+ The expert will pay for a premium membership for premium visibility.

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SWOT/ Competitive Analysis 

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SWOT analysis is a framework used to evaluate a company's competitive position and to develop strategic planning. SWOT stands for Strength, Weakness, Opportunities, and Threat. SWOT analysis assesses internal and external factors, as well as current and future potential.

After SWOT analysis it was found that not many expert services are provided virtually on a single platform, this potential solution of having an app is a promising opportunity.

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User research insights

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Both qualitative and quantitative research methodology is used to gain the right information.

Surveys

100 users participated in the survey and 95 responded to all the questions.

User Interviews (1:1)

5 participants

‍Insights

Most of the participants have used online professional services once in a while. So in spite of the potential market, there is something missing.

Users are hesitant about the video feature as they have not used it earlier, but they found it attractive to save time.

The users want skilled professionals at a competitive price and can compare the cost, and like to know the upfront cost.

The users are also interested in the offers, free trials, packages, and subscription model.   

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Persona

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Based on the surveys and user interviews, a hypothetical user persona is created whose goals and characteristics represent the needs of the larger group of users or target audience.

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Empathy maps  

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Empathy maps gave me deeper insights of the user's pain points, feelings, motivations, and what they are looking for.

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User flow information

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Low Fidelity Wireframe

Low fidelity wireframes were created and tested for initial user flows. There were many suggestions provided by participants in user testing.

If app can show what languages the experts can speak.

A subscription model for multiple appointments or sort of a package deals.

A recorded history of sessions to refer back.

If attachments can be sent during the expert session.

Simplify the payment and make a secure gateway.

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High Fidelity Prototype (Click image to view)

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After getting the results of the user testing, new iterations were made and illustration were added to reflect for the real world. I would like to test to check the usability problems. Another feature that was added was I got inspired form other service based app is to mention how much approx time is saved. This also engages the user to reflect back the usefulness of the app.

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Style Guide (Click banner to view)

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