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I listened to my user and found a solution to the problems they encountered.

TYPE: Conceptual project
RESPONSIBILITIES: Research, Ideation, Design, Testing
METHODS: User interviews, Surveys, Heuristic Reviews, Competitive Analysis, Design Studio, Wireframing, Prototyping
TOOLS: Figma Jam, Figma, Maze


My work partner, Henry, pointed out the difficulty of moving houses. For the purpose of taking an immersive course, Henry moved to his family house. During our conversation, Henry described how the shortage of reliable well-priced services on the market forced him to ask his family for help when moving. He also added that in the past, when faced with the necessity to move internationally for work, the experience of moving was thwarted with stress, frustration and a sense of resignation.


Since I was able to talk to my users directly, I selected the interview method to understand the nature of the problem. I also found that the interview method would be the most suitable option for dissecting retrospective journeys my users needed to go through when faced with the recent removals. I collated the trends that emerged from the users’ interviews through affinity mapping. Price, feedback and timing were the three main subjects that all of my users mentioned as the decisive factors when selecting the removal company.

Final solution and key takeaways

The iterated result is a mid-fidelity prototype that offers a solution to the problem set out at the beginning of my process. The “Good Donkey” app addresses a niche in the market by offering a clear, learnable and user-friendly path for finding a removal company at the user’s fingertips.

The process of coming up with a solution to a problem experienced by my classmate underscored for me the importance of empathy for the user in the UX process. I understood that to create a good product, the designer must put themselves in the shoes of the user by listening to them carefully, staying inquisitive and staying resilient when a solution does not meet their expectation and requires further iterations.

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