PROBLEM STATEMENT

Boat owners often struggle to find reliable marine service professionals for maintenance and repair work. The current process is mostly offline, unstructured, and time consuming, involving phone calls, unclear pricing, delayed responses, and lack of trust in workmanship quality. There is no transparent way to compare offers, track job progress, verify completed work, or maintain service history.

SOLUTION

BoatHelper aims to solve this by providing a single digital platform where owners can discover verified craftsmen, receive competitive bids, track work progress, make secure payments, and maintain service records with confidence.

CHALLANGES

Building trust between unknown boat owners and craftsmen

BUSINESS REQUIREMENTS

1. Build a trusted marine service marketplace
   Create a reliable platform connecting boat owners with verified craftsmen.

2. Increase successful job completion rate
   Reduce cancellations, disputes, and miscommunication through structured workflows.

3. Drive transaction revenue
   Earn commission from completed services and in-app payments.

4. Improve user retention
   Encourage repeat bookings using service history, favorites, and network features.

5. Ensure service quality
   Use ratings, reviews, and proof-based completion to maintain high standards.

6. Expand professional network supply
   Onboard more marine craftsmen to improve service availability and coverage.

7. Enable long-term platform engagement
   Provide maintenance records and insights so users rely on BoatHelper for ongoing boat ownership management.

• Explaining complex repair scope clearly in the app

• Preventing price and quality disputes

• Showing work progress without physical visits

• Simplifying decision-making among multiple bids

• Ensuring safe payment for both parties

• Encouraging repeat usage beyond one-time service

• Balancing needs of both owners and craftsmen

UX RESEARCH

Understand how boat owners currently manage maintenance services and identify pain points in finding, trusting, coordinating, and paying marine craftsmen.

• User Interviews (Boat owners & craftsmen)

• Contextual Inquiry at marina/dock workflow

• Competitor analysis (service marketplaces)

• Journey mapping of repair process

• Feedback from marine service professionals

Research Goal:

Key Findings:

1. Discovery Problems

Boat owners mostly rely on marina contacts, WhatsApp groups, and word-of-mouth. Finding the right specialist (engine, hull, electrical) takes time and multiple calls.

2. Trust Issues

Owners hesitate to hire unknown craftsmen due to risk of poor workmanship, overcharging, or unfinished work. Craftsmen fear non-payment.

3. Scope Miscommunication

Repair requirements are hard to explain in text or calls. Lack of documentation leads to pricing disputes.

4. No Work Visibility

Owners cannot visit docks regularly. They want progress updates, photos, and confirmation of completion.

5. Difficult Price Comparison

Multiple quotations come informally, making comparison confusing and unstructured.

6. Payment Friction

Cash or transfer payments create risk for both sides and no service record.

7. No Service History

Maintenance history is not stored anywhere, causing repeated explanations for future repairs.

User Needs Identified:

• A trusted verified network of marine specialists

• Structured job posting to explain repair scope clearly

• Transparent bidding & comparison

• Work progress visibility

• Secure payment with proof of completion

• Service history for future reference

• Ability to rehire reliable craftsmen

Design Opportunities:

• Two-sided trust system (ratings, reviews, completion proof)

• Guided task creation flow

• Bid comparison UI

• Photo-based progress tracking

• Escrow-style payment flow

• Boat maintenance record system

• Network-based repeat hiring

Research Insight (Core)

Boat maintenance is not a booking problem — it is a trust, coordination, and documentation problem.
BoatHelper should behave like a service management platform, not just a marketplace.

Starting the Design

• Paper Prototypes

• Low-Fidelity Prototype

• High-Fidelity Prototype

• Usability studies

Pulse SaaS Products

Prototype

A final UX prototype is a near-final version of a digital product or interface that is ready to be handed off to the development team. It is an interactive model that simulates the user experience and is used to validate the design concept before the final product is released.

Conclusion

Usability testing for Prudential Insurance Product Configuration provided valuable insights into user behavior, preferences, and pain points. By observing real users navigating the platform, we identified areas requiring improvement and validated design decisions.

Implementing the feedback from usability testing will ensure a more intuitive, user-friendly experience, empowering sales, marketing, and operations teams to manage insurance products efficiently. This iterative approach will contribute to higher user satisfaction, increased adoption, and improved business outcomes.

Continuous usability testing and refinement will further enhance the platform's effectiveness, supporting Prudential's goal of delivering a seamless and efficient insurance management experience.

Metrics to Measure Success

User Experience Metrics:

• Task Completion Rate:
  Input: Number of users completing product configuration tasks / Total number of users attempting tasks
  Goal: >90% completion rate

• Time on Task:
  Input: Total time taken for configuration tasks / Number of tasks completed
  Goal: Reduce time by 30% within 6 months

• Error Rate:
  Input: Number of configuration errors / Total configuration attempts
  Goal: <5% error rate

• User Satisfaction (CSAT):
  Input: Survey score from users (1-5 or 1-10) post-configuration
  Goal: Achieve a CSAT score of 4.5 or above

Business Impact Metrics:

• Time to Market:
  Input: Average time from product configuration to launch
  Goal: Reduce time to market by 40% within a year

• Sales Conversion Rate:
  Input: Number of sales through configured product pages / Total visits to product pages
  Goal: Increase conversion rate by 20%

• Product Launches:
  Input: Number of products configured and launched per quarter
  Goal: 10-15 product launches per quarter

• Operational Efficiency:
  Input: Reduction in manual tasks reported by teams
  Goal: Achieve 50% reduction in manual work

Adoption & Engagement Metrics:

• Active User Rate:
  Input: Number of active users per month / Total registered users
  Goal: Maintain an 80% active user rate

• Feature Utilization:
  Input: Frequency of feature use (e.g., banner upload, sales rule configuration)
  Goal: Ensure 70% of users engage with core features weekly

• Training Completion:
  Input: Number of users completing training / Total enrolled users
  Goal: 90% training completion rate within the first 30 days

Performance Metrics:

• System Uptime:
  Input: Total uptime hours / Total operational hours
  Goal: 99.9% uptime

• Page Load Time:
  Input: Average time for a page to load (measured in seconds)
  Goal: <2 seconds per page

• Issue Resolution Time:
  Input: Average time taken to resolve user-reported issues
  Goal: Resolve 90% of issues within 24 hours