YOB
Making plumbing prices clear before booking
YOB tested a simpler way to book a plumber. Homeowners could choose a job at a fixed price, see what was included, and book on their phone instead of negotiating scope and cost through calls and messages.
My role
I led the product and brand design. Interviews helped me map the gaps between homeowners, plumbers, and office staff. I used storyboards and prototypes to work through those gaps, then created the visual identity and design system for the service.
The trust problem
Interviews showed that uncertainty started before the plumber arrived. Homeowners dealt with no-shows and chased confirmations, while plumbers and office staff worked from different information. The service had to keep all three groups in sync.
Mapping the service with storyboards
I drew the end-to-end journey from the homeowner’s and plumber’s perspectives. Putting both stories side by side made the handoff problems visible to the team and gave us a shared reference for the prototype.
