Book an Emergency Home Repair
Design a local service flow that helps a homeowner find and book a qualified tradesperson when something breaks unexpectedly.
The brief
Understand the problem
Background
A leaking pipe or failed boiler creates urgency, but homeowners still need enough information to choose a trustworthy professional. Availability, pricing, and scope are often unclear until several phone calls have been made.
User context
Rina notices water spreading beneath her kitchen sink shortly before work. She needs someone nearby who can arrive today, and she wants to understand the likely callout cost before confirming.
Product problem
Urgency can push people into poorly informed decisions. The experience must help users describe the issue, assess provider credibility, and confirm a realistic arrival window without implying that an estimate is a guaranteed final price.
Objective
Create the search, comparison, and booking experience for an urgent household repair.
What to design
Define the experience
Required experience
- A guided issue description with photos and urgency
- Provider results with trade, availability, credentials, and pricing context
- A booking review that explains estimates and callout fees
Screens and states
- Issue intake
- Provider results
- Provider profile
- Booking confirmation
Core user flow
Follow the critical path
- 01
Rina selects the type of repair and explains what happened
- 02
She adds photos and chooses an acceptable arrival window
- 03
She compares qualified providers and reviews one profile
- 04
She confirms the address, estimate terms, and booking
- 05
She receives an arrival update and contact option
Product rules
Requirements and constraints
Requirements
- Distinguish emergency availability from routine appointments
- Show credentials, recent reviews, and completed job count
- Explain what is included in the estimate and what may change onsite
- Let the customer share access instructions and safety concerns
- Provide a clear cancellation and rescheduling path
Constraints
- Provider availability can change while the customer is deciding
- The customer may have limited knowledge of repair terminology
- Exact repair cost cannot be known before inspection
Reality check
States worth considering
Finish line
What to deliver
- Create four to five mobile screens covering issue intake, provider selection, booking, and one disrupted state.
Optional direction
Visual resources
Use these as a starting constraint if you want one. They are not part of the required solution.