Fixsy-Dashboard
Fixsy is a home services startup that connects homeowners with trusted professionals for a range of household tasks. While our team designed the full platform, this case study focuses on the homeowner dashboard, an essential tool for tracking and managing service requests.
Business Problem & Needs
Stakeholders noticed users struggled to track provider responses and project status, often contacting support for updates or cancellations. The business needed a dashboard that gave users clear oversight of requests:
Track all their service requests in one centralized dashboard.
See multiple provider decision status per request clearly.
Follow up, Cancel, or Take Action without contacting support.
Stay informed and feel in control throughout the process
Design Challenge
Design Goal
Showing different request statuses (like accepted, declined, or expired) without overwhelming the user.
Making it clear that users could only send up to three requests per service.
Keeping declined or expired requests visible, but not confusing.
Designing a flow that works smoothly even when multiple requests are in progress simultaneously.
Create a user-friendly dashboard covering all request states.
Use visual indicators to help users understand request status (e.g., new, in progress, expired, declined).
Handle the three requests per service limit in a way that feels seamless and intuitive
Design process
Our team of five utilized the Double Diamond method, grounded in Design Thinking principles. The process wasn't strictly linear; we navigated back and forth between stages as the project evolved.
Start Here
Diverging
Converging
Diverging
Converging
Deliver the Right Solution
Find the Right Problem to Solve
Problem Statement
User Interview Competitive Analysis
Solve the Problem the Right Way
Mind Map
Feature Prioritization
Structured Brainstorm
Information Architecture
User Flow
Iterations& Testing
UI Design
Usability Testing
Design Improvements
Hi-Fi Prototype
User Interview
Method :
Opportunities to Explore:
Objective:
Objective:
I want to cancel or reschedule, but the option isn’t clear.
Unclear payment detail and method make me anxious.
I always get confused about whether my request is accepted or still pending!
Tracking service requests takes too many steps.
Finding project updates
takes too much clicking.
Competitive analysis
We analyzed three major home service platforms and, after closely examining their homeowner dashboards, identified what should be included in Fixsy’s homeowner dashboard to meet both business needs and user expectations.
In-Direct competitors
Dashboard Design Insight
Define
Prioritizing Business Needs (MoSCoW)
Service Request Process
Requests Status
Users Action
Pending
Accepted
Needs Consultation
Canceled By User
Expired
Declined By Provider
Cancel Request
Message Provider
View Invoice
View Invoice
View Invoice
Message Provider
Message Provider
Add Another Pro
Add Another Pro
Resubmit Request
Resubmit Request
Hybrid Card Sorting
Method :
Site Map
Story Board
Homeowner Experience:
I need plumber
Where is the chat ?
Pending
Requested
Did Anyone Accept?
When Will I be charged?
Finally!! everything is
in one place!
Declined
InProgress
I can relax Now !
How might we put all the essential information homeowners need into one view?
How might we help homeowners manage all of their services?
How might we make request update clear and easy to follow?
While designing the dashboard, we ran into a few key challenges:
Tools
Teams
My Role
Timeline
Figma, Adobe XD, Miro
Group of 5
UX/UI Designer
Ongoing project
Here's what this design aimed to achieve:
Interviewed five frequent home-service users to ground design decisions, focusing on their booking-to-completion experience and recurring concerns.
I just want an easy way to contact my provider.
Discover
Define
Design
Define
Design
30-40 Min
Figma
30-40 Min
Figma
20-30 Min
Figma
30 Min
Figma
Remote
Think -aloud
Fixsy’s three-request limit per project makes tracking crucial. Competitor patterns inspired us to design a dashboard flow that keeps tracking simple and helps users easily compare provider decisions.
To balance user expectations, we used the MoSCoW method to prioritize features based on business needs.
What We Learned
Categorization
Projects are organized into ‘In Progress’ and ‘Done,’ making tasks easier to track.
Request Tracking
Request cards display both status and provider replies in one place, making tracking simple.
What We Learned
Status Labeling
Uses Status labels ( Requested, scheduled, completed) to make service progress clear.
Archiving
Angi Archives cancelled and completed the jobs to maintain transparency.
What We Learned
Visual hierarchy in cards
Request cards highlight the most important info first, making scanning effortless.
Minimal interface
A clean layout keeps the dashboard easy to scan without missing key info.
What We Learned
Colour-coded status indicators
Uses colours to show request stages, helping users quickly see progress.
Milestone progress bar
Upwork's progress bar splits projects into phases, making it easier for users to follow steps.
What We Learned
Integrated Messaging
Built-in chat keeps all provider communications in one place.
Project search bar
An easy-to-find search bar helps users quickly find projects in a long active list.
What We Learned
3-Calum card grid
Airbnb shows trips in a 3-column layout, so users can quickly scan, compare and access details.
Use of white space for scannability
Airbnb's cards hide extra details so users focus on actions and scan info easily.
Nice-to-have features that can enhance the experience.
Could
Update notification
Save Providers
Document Uploading
Feature that out of scope for now
Won't
Video/
voice call
Multiple Pro per Request
Post-Job Messaging
This sequence illustrates request statuses in the Fixsy dashboard and the actions available to users at each stage.
To validate the dashboard’s information architecture, I ran an online hybrid card sorting exercise with homeowners who regularly book home services.
To create a clear and intuitive dashboard experience that reflects both user expectations and business needs, I moved into defining the information architecture. This step helped organize the sidebar categories and the content under each section before moving into high-fidelity wireframes.
Design
Iteration & Testing
Method :
Metrics:
During the mid-fidelity stage, we sketched, framed, and tested ideas as a team. After each change, we ran usability tests to ensure the design improved. In Figma walkthroughs, participants were asked to complete tasks such as:
Final Iteration
First Iteration
Usability Issue
Design refinement
Two columns
Three columns
1- Services& Service Detail (From two columns to Three Columns)
3- Request Cards
Iterations & Testing
After defining the structure and key features, I created mid-fidelity wireframes based on user needs and business constraints. We refined each section to test how well users could navigate tasks and track service progress.
Iteration from two columns to three columns
Logo
Active services
Completed services
Declined &Cancelled
Saved Providers
Inbox
(4)
Payments
Support
Profile
Settings
Logout
Sort By
Toilet Clogging
Plumbing 03/03
Details
Garden Design
Landscaping 02/17
Details
Before
Before
Before
After
View Invoice
Request Accepted
John Smith
March 3th-2025 (Same Day)
10 AM - 12 AM
Message
Time Remaining : 09:20:03
Cancel Request
Estimated Price: $350-400
($25-35/hr)
Please confirm within 24 hours to avoid cancellation
Accepted By Pro
John Smith
March 3th-2025 (Same Day)
Estimated Price: $350-400
($25-35/hr)
Cancel Request
message
View Invoice
Time Remaining to confirm: 09:20:03
Please confirm the invoice within 24 hours to avoid cancellation.
Hard-to-notice chips: Made it difficult to track responses from up to three providers.
Unclear next step: User wanted clarity when work would begin in the progress phase
Misplaced declined requests: users were confused by declined requests under Active Services
Organized requests: I added a clear decline message to active items and reducing confusion
Progress Bar: I added a progress bar to show each stage, and built user confidence
Clearer status: Prominent indicators made tracking across providers easier
Simplified cards: Layouts highlighted key actions and reduced distractions
Overloaded cards: too much information distracted the user from key actions
UI Design
High-Fi Protptypes
Validation& Testing
Mood board and Ui Kit
To support the high-fidelity design, we developed a unified design system that streamlines colors, typography, and component sizes to create a consistent and intuitive user experience. Alongside this, a carefully curated mood board inspired by values of trust, professionalism, and simplicity helped define the platform's visual tone and ensured the team was aligned on a clear, cohesive design direction.
Mood Board
#304073
#ed7534
#117865
#963531
#1c1b1c
#fbfbfb
Display Small - Roboto 36/44 .0-Regular
Headline Small - Roboto 24/32 . 0- Regular
Title Large - Roboto Regular 22/28 . 0px- Regular
Title Medium - Roboto Medium 16/24 . 0.15- Medium
Title Small - Roboto Medium 14/ 20 - Medium
Body Large - Roboto 16/24 . +0.5 - Regular
Body Medium - Roboto 14/20 .0- Regular
Label Large - Roboto Medium 14/ 20. 0 - Medium
Label Medium - Roboto Medium 12/16 . +0.5 - Medium
Button
Button
Button
Button
Primary
Secondary
Disable
Typography
Button
Selected
Selected/ Disable
Unselected/ Disable
Unselected
Radio Button
Selected
Selected/ Disable
Unselected/ Disable
Unselected
Check box
Columns
Margin
Center
Count
Gutter
Color
op
Width
Type
72
12%
156 px
24
12
#018786
Grid System
Develop
100%
6/6
Manage services
83%
5/6
Track request status
100%
6/6
Access payment& details
67%
4/6
Identify usability issues
Accepted By Pro
John Smith
March 3th-2025 (Same Day)
Estimated Price: $350-400
($25-35/hr)
Button
Message
View Invoice
4.5
In progress
Declined
In progress
Declined
Add New Provider
David Adam declined your request. Please submit it to another provider.
Declined By Pro
Add New Provider
Kevin Raina declined your request. Please submit it to another provider.
Accepted By Pro
John Smith
March 3th-2025 (Same Day)
Estimated Price: $350-400
($25-35/hr)
04
05
03
Invoice Ready
Pay 50%
Start Service
Service Done
Payment Complete
View Invoice
Button
Message
4.5
Deliver
Deliver
Develope
Discover
Define clearer patterns for showing request status.
Provided predefined categories ( Active, Completed, cancelled) .
Allowed participants to create new categories if something felt missing.
Identify approaches to surface updates without extra steps.
Search for ways to present service costs and details clearly and transparently.
Find methods to simplify the key actions users take when making a service request.
Explore solutions for integrated, straightforward communication.
Direct competitors
Essential features the product cannot launch without.
Must
Payment Integration
Categorized
Project
Request Tracking
Up to 3
Request Limit
Messaging System
Provider
Profile
Request Expiration
Should
Key features that elevate the user experience.
How Might We?
8 Users
8 Users
Remote
Remote
Hybrid
Pilot
Active
complete
Cancelled
Request sent to provider
Job completed
Homeowner
canceled
the request
Waiting for
provider approval
Provider canceled
the request
Remainder
payment due
Provider
approved request
Provider declined
request
Review submitted
Predefined Categories
Payment
completed
In progress
Payment
Job scheduled
Invoice received
Technician is on the way
Deposit paid
Job started
Job in progress
Participant Categories
Insights:
Participants understood the three main tabs ( Active, completed, cancelled).
Within active, they separated tasks like requests sent, waiting for approval and job started
The Active tab was too general for the participant, and it needed clearer stepsto help users track their progress
User Context:
Homeowners who regularly book services.
Manage services (cancel, reschedule, or message a provider).
Manage services (cancel, reschedule, or message a provider).
Track request status (locate accepted, cancelled, declined or completed).
Identity Usability issues (navigation, task completion and clarity pain point.
Needs to manage projects and track multiple requests in one place.
Values clear and visible status updates for every request.
Needs simple, transparent payment and scheduling info.
Profile
Settings
Logout
Logo
Active services
Toilet Clogging
More Details
Plumbing 03/03
New Gardening
More Details
Landscaping 05/10
Support
Payments
Inbox
(4)
Saved Providers
Closed Services
Two-Column Layout (before):
Three-Column Layout (After) :
Limited Visibility: Users couldn't easily view service
details, making navigation more difficult.
Improved Navigation: Fewer clicks and easier
service tracking
Limited Visibility: Users couldn't easily view service
details, making navigation more difficult.
2- Request Tabs
Overlapping tab:
Users expected “All” to include every request,
so “Pending” overlapped in meaning.
Misplaced status:
Approved” appeared under Active Services when no payment or work had started
simplified structure:
Tabs were reduced to “Requested” and “Declined,” aligning with user expectations.
Confusing label: Users were unsure whether
“Closed Services” referred to cancelled or
completed tasks.
All
Pending
Accepted
In progress
Declined
All
Approved
In progress
Declined
Requested
Declined
Below is a breakdown of the key design changes and the rationale behind each iteration:
After
After
To transform the refined user flows into a functional experience, we created a high-fidelity prototype that brings the full
dashboard journey to life from tracking service statuses to managing payments and reviewing provider actions.
After finalizing the dashboard design, we conducted moderated usability tests with potential users to evaluate how
effectively, they could interact with the high-fidelity prototype.
Method :
6 user
Preparing for Development
Future Plans
Design Specification & Documentation
Collaboration & Alignment
AI Smart service summary
Intelligent action reminders
Why this matters:
Why this matters:
Outcome:
To ensure clarity and consistency, I created detailed annotations and documentation that outlined:
An AI-generated summary will surface the most important information for each service request, including current
status, next steps and pending homeowner actions, allowing users to understand progress at a glance without
opening multiple screens.
Component behaviours and interaction patterns.
Spacing, typography, and colour tokens.
Messaging for errors, declines, and user actions
Edge cases for service status transitions
These details ensured developers could understand not only how the UI looked, but how it should behave in every
scenario.
Ongoing communication with the development team ensured clarity around logic and feasibility. Key areas of focus
included:
The full lifecycle of service status progression.
Behaviour of the progress indicator at each stage.
Conditions for declined and accepted states.
Required API triggers linked to user actions
The current dashboard establishes a clear foundation for managing service requests, but several enhancements
are planned to elevate the experience and support homeowners throughout their workflow.
AI-powered prompts would detect stalled requests and proactively remind homeowners when action is required, such
as approving a quote, responding to a provider, or scheduling the next step.
Users frequently need reassurance about what is happening and what to do next. A smart summary supports faster
comprehension and reduces uncertainty.
Timely prompts reduce friction, improve task completion, and ensure service requests move forward smoothly.
The structured handoff process minimized uncertainty during development and supported a faithful translation
of the validated prototype into a functional product.