This project was centered on rebranding and improving the Soon app experience for service providers. The primary goals were to increase user engagement by improving the user experience. This would result in speeding up service provision and expanding service coverage, currently operating in São Paulo and Belo Horizonte.

How it Works

The provider accepts a ride, reaches the vehicle pickup point, and, if necessary, transports the vehicle to the repair location. During this process, for security reasons, the app requires the user to document the vehicle with photos and collect signatures from the person responsible for the vehicle. Upon completing the ride, the balance is added to the provider's wallet, and the accumulated amount is periodically deposited into their account.

Kickoff Workshops

To better understand the solution, I conducted a workshop session with the Soon team, selecting framerorks to get insights that could be improve the app experience.

Stakeholder Mapping

The first dynamic involved mapping stakeholders, highlighting key project stakeholders in the center and those benefiting from the app on the periphery. It became clear that increasing the number of users could improve the service and, ultimately, attract more contractors to the startup.

CSD Matrix

Following this mapping, I conducted a CSD matrix to gather assumptions and insights to enhance the experience. Interesting insights emerged, such as the potential for gamifying the app, using chatbots for onboarding, and emphasizing user profit.

Customer Journey

We decided to create a customer journey to better visualize insights and opportunities identified in the CSD Matrix. Dividing the journey into three stages—Registration, Usage, and Payment—helped identify features to enhance product engagement.

Getting Hands-On

Preparation and Alignment

I gathered design references and discussed features, visual aspects, and behaviors with the team using mood boards.

Information Architecture / Wireframes

Developing an information architecture and wireframes helped understand screen scope, positioning of information, and navigation systems.

UI Construction

Closer collaboration with the development team was crucial. Utilizing atomic design, I created a design foundation with components in Figma, starting from atoms (colors, typography styles, icons) to molecules (buttons, text inputs).

After establishing this foundation, key elements such as the chat input, header, and screen patterns were defined based on wireframes, including login and chat screens. These templates were also componentized to ensure the scalability of the Design System.

Documentation

For the handoff documentation, I constructed flows in separate sections, linked by arrows to demonstrate each element's behavior. Code snippets were added where necessary. This has helped developers grasp how the app functions and has also contributed to reduce the number of calls and meetings needed to clarify specific points in the workflow.

Conclusion

A basic functional prototype showed main app flow behaviors, helping the developers to understand the application's look and feel.

This redesign improved the user engagement and operational efficiency within the Soon Mobile App.

The app went into production at the end of 2023, so there are still upcoming results to understand the effectiveness of the project. This redesign focused on enhancing user experience and visual design to launch the application into a new phase of growth.