SERVICELINK
Appraiser app redesign
Led full UX upgrade on a essential App suites to help appraisers to manage their business.
Years
2020-2021
Role
Lead UXD
Impact
Reduced cycle time by 50% for professional appraisers in the US.
Problem
Outdated, inaccessible UI. Difficult to use UX
The EXOS Appraisal App, designed in 2017, is a digital tool already used by thousands of US appraisers - it struggled to scale alongside the company's transformation and growth.
The app's usability was challenged, the app architecture is outdated, and the reliability and performance issues increased exponentially. Major usability issues and feature flaws resulted in complaints and a decrease in App’s engagement.
The UX Redesign
Refreshed, personalized, and easy-to-use
The Refresh EXOS Valuations App launched in April 2021. Both iOS or Android™ platforms are available.
Result
Before vs. After
Before - BottomNav wastes
The interface hides critical features while wasting Bottom Nav space on unnecessary order status tabs.
Before - Actions hidden in Hamburger
Frictions and user complain. Critial actions are mixed with less used features. Icon so far hard to reach
Before - Forget to checkin
Missing check-in alerts lead to forgotten updates and unnecessary follow-up calls.
✔ After - device and in-app notification
GPS tracking, ,multi-channels notifications, gracefully check-in/out period, priminent placement
Profile Tab - A Home for Secondary, Non-Appointment Features
Before
Critical features like payments, performance, profile are hidden in the hamburger menu, the discoverability of these features is low.
✔ After - Maximize BottomNav
Winning IA, actions easy to reach for thumbs.
✔ After - Fast action in easy reach
Winning IA, actions easy to reach for thumbs.
✔ After
After refresh, Profile, Performance, Coverage are organized in the Profile tab and leave the less used features in the Settings icon.
Before
All the drop-down in the Base Schedule are default folded, so it influenced discoverability. And the drop-down is combing with the Calendar Sync simple due to there is limited space in the hamburger menu.
Before - High-Friction Actions
Frequently used actions are buried in a hard-to-reach, disorganized dropdown. All equal visual weight not accessible， string contradicted, very hight cognitive load
Before - Difficult-to-use Calendar
All the drop-down in the Base Schedule are default folded, so it influenced discoverability. And the drop-down is combing with the Calendar Sync simple due to there is limited space in the hamburger menu.
Base Schedule - Set up Your Working Hours in one Place
✔ After
After refresh, the base schedule is default showing all the saved availability, and includes more features like ”multi-tenancy,” “apply to other days“, and “region.“
✔ After - Smart Calendar
After refresh, the base schedule is default showing all the saved availability, and includes more features like ”multi-tenancy,” “apply to other days“, and “region.“
✔ After - Easy/proritized actions
Prioiritized actions based on data, rest in “More“ Reduce options, add icons
EXOS Voice User Interface - A Safer and Personalized Rider Experience
EXOS Voice - Due to the appraiser’s working nature, they spend a lot of time driving or walking onside. To provide convenience and maximize work efficiency, I envisioned and worked with the DEV team to implement a voice UI idea. It could work on both App side and wearable like iWatch to ensure that the appraiser can interact with the App directly through voice. A perfect use case, i.e., navigate to the next destination while driving.
Setup Flow - Make the Value Stand Out
We certainly don’t want to overwhelm the user with a bunch of ask “Permission“ alert, but they are critical for the App’s features and user’s convenience, so in this project, I pitch and work with the team for a setup flow and bring why we need permission and how these features works.
-50% cycle time
Assisted 750,0000 appraisals
Redesigned 800+ screens
Established 1 UX guildline
“I love how easy it is to sync everything with my calendar.”
“I like the updated App, it gets the job done with reminders.”
“So many important necessary features!”
“The many new additions from the previous version have made executing each inspection much more convenient, and nearly flawless from assigned to closed“
Outcome & User feedback
“This App is user-friendly and easy to navigate, yet informative.”
“I love the look of the new App, it’s wonderful!”
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PROJECTS
Amazon Unified Payment Experience
Amazon Affordability and Discovery