Angi Request a Review

Angi Request a Review

Providing pros a simple, streamlined way to collect reviews while on the job

  • 01 Problem & Goal ————

  • 03 Solution ————

  • 04 Impact 🌟 ————

Problem & Goal

About Angi

Angi is a leading platform in connecting people with professionals that can get work done around their home or business.

The Challenge

Torchlite sought to enhance its platform by introducing planning and execution tools that provide users with better visibility into their upcoming events and workloads.

Problem Space

Pros needed a tool to modernize review collection without interrupting their workflows. With no back-end resources available, the solution had to be lightweight and fast to develop while delivering immediate value to users.

  • Reviews are crucial for the success of pros on Angie’s List.

  • The existing review collection process is outdated, often requiring paper forms.

Goal

Design a simple, fast, and lightweight review collection tool that pros can use effectively in the field, addressing the “driveway test” (can it be used quickly and easily in a customer’s driveway?).

Personas

  • Pros: Service providers, the backbone of Angie’s List, rely heavily on reviews to drive bookings.

  • Consumers: Use Angie’s List to find pros and write reviews that influence future bookings.

Research

Research

To better understand user needs, we conducted:

  • Interviews: Conducted 12+ interviews with highly active pros in Indianapolis, focusing on their review collection workflows.

  • Participatory Design: Collaborated with pros in co-design sessions to map the review collection process, identify pain points, and sketch potential solutions.

Passkeys are a phishing-resistant, drop-in replacement for passwords. They rely on biometric verifications like FaceID or TouchID and can be used across different devices, platforms, and ecosystems.

Using a passkey is a bit like using a password manager, since a user’s credentials are stored in the cloud and easily accessible from any connected device, just like other cloud-synced features like a user’s photos, contacts, emails, and documents.

Key Findings

  • Immediate Value: Participants saw potential in the “Request a Review” app, with many expressing interest in using it immediately.

  • Quick Wins: Small tweaks, such as reducing copy and streamlining the primary task, significantly improved usability.

  • Future Features: Participants highlighted potential enhancements, including tracking sent requests and adding an invoicing feature.

  • Timing is everything: Pros reported barriers to collecting reviews, such as timing the ask (when customers haven’t fully evaluated the service) or language limitations for field employees.

Passkeys are a phishing-resistant, drop-in replacement for passwords. They rely on biometric verifications like FaceID or TouchID and can be used across different devices, platforms, and ecosystems.

Using a passkey is a bit like using a password manager, since a user’s credentials are stored in the cloud and easily accessible from any connected device, just like other cloud-synced features like a user’s photos, contacts, emails, and documents.

Sketching the System

Sketching the System

1. Story Mapping: Mapped the interactions between pros, customers, and the product to ensure a seamless flow.

2. User Flow: Created mid-fidelity wireframes to map the user journey and aligned them with the story map.

3. Prototype Testing: Developed an InVision prototype and tested it with six target users, iterating on the wireframes based on feedback.

Passkeys are a phishing-resistant, drop-in replacement for passwords. They rely on biometric verifications like FaceID or TouchID and can be used across different devices, platforms, and ecosystems.

Using a passkey is a bit like using a password manager, since a user’s credentials are stored in the cloud and easily accessible from any connected device, just like other cloud-synced features like a user’s photos, contacts, emails, and documents.

Solution

The lightweight solution included the following:

  • Request a Review Flow: Pros could quickly request reviews from customers directly after a job.

  • User-Friendly Interface: The interface was optimized for quick interactions, even in the field, with minimal typing and clear steps.

  • Beta Testing: Released to active pros in Indianapolis and Des Moines to gather feedback before a wider rollout.