Ping – A Mobile-First Platform for Home Services
Built trust between users and handymen through clear flows, verified profiles, and a frictionless booking experience.
Roles:
- UX Strategy
- User Flows
- Mobile-first UI Design
- Design System
- Developer Handoff
- UX Strategy
- User Flows
- Mobile-first UI Design
- Design System
- Developer Handoff
What We Were Solving?
In local service marketplaces, trust and transparency are broken. Consumers often feel unsure about who’s coming into their home, while handymen struggle to find consistent, credible work.
Existing platforms lacked clear booking flows, upfront pricing, and service accountability — creating hesitation on both sides. Ping set out to simplify that experience by building a trust-first platform for consumers and independent service providers.
The Product Vision
The core objective was to design a platform that helps users confidently book trusted service providers while giving handymen a reliable stream of work. Our success would be measured not only by usability but by trust, conversion, and consistency.
We focused on three key outcomes:
- Build trust through verified profiles, transparent pricing, and a simple review system.
- Reduce friction in the booking process to drive conversions.
- Provide handymen with a scalable, efficient way to receive and manage service requests.
Identifying Gaps in the Market
Platform
MAHIR
Urban Company
karigar
Super Tasker
Key Weaknesses
No upfront pricing, generic service descriptions
Premium pricing, inconsistent local availability
Poor user interface, lack of user reviews
Outdated workflows, lack of verified professionals
User Impact
Low trust and high bounce rates
Users abandon before booking
Users hesitate to book unknown providers
Users drop off before task confirmation
Platform
Key Weaknesses
User Impact
MAHIR
No upfront pricing, generic service descriptions
Low trust and high bounce rates
Urban Company
Premium pricing, inconsistent local availability
Users abandon before booking
karigar
Poor user interface, lack of user reviews
Users hesitate to book unknown providers
Super Tasker
Outdated workflows, lack of verified professionals
Users drop off before task confirmation
What We Learned from Users
Ping targets urban consumers aged 25–45 who seek quick, reliable home services, and handymen aged 22–50 looking for steady income and flexible work. With 5–7 million potential users and 2–3 million vendors across Pakistan, Ping connects demand with untapped supply in the local service market.
Key Insights from Users (Consumers)
- I don’t know who’s coming to my house , There’s no real trust in the system.
- Sometimes they don’t even show up, and I have no way to report it.
- Prices are vague and I don’t want to negotiate every time.
- I’d rather use WhatsApp because at least I can talk to someone directly.
Key Insights from Providers
- We don’t get real jobs, just random messages that go nowhere.
- There’s no proper way to show my skills or build a profile.
- Platforms take a cut but offer no real support or visibility.
- I get asked to do things that are not in my skill set.
“These conversations highlighted one core truth: both sides lacked trust, structure, and consistency. Our design had to rebuild the service relationship, not just digitize it.”
Turning Research into Action!
Once we understood the recurring pain points on both sides of the service platform, we translated those into clear UX priorities. Each feature in Ping was grounded in either trust-building, friction-reduction, or value-clarity.
User Pain Point
I don’t trust who I’m booking.
Prices are always unclear.
I get random requests I can’t handle. (Handyman)
I have no way to build credibility. (Handyman)
UX Response
Verified handyman profiles with clear ratings & badges
Upfront pricing per service category before booking. They sometimes don’t show up or cancel last minute.
Customizable service offerings and availability settings
Profile with completed jobs, ratings, and skill tags
User Pain Point
UX Response
I don’t trust who I’m booking.
Verified handyman profiles with clear ratings & badges
Prices are always unclear.
Upfront pricing per service category before booking. They sometimes don’t show up or cancel last minute.
I get random requests I can’t handle. (Handyman)
Customizable service offerings and availability settings
I have no way to build credibility. (Handyman)
Profile with completed jobs, ratings, and skill tags
User Flows & Wireframes
Based on our insights, we mapped out user journeys for both consumers and service providers. Our goal was to reduce friction, set clearer expectations, and simplify the entire interaction, from discovery to service completion.
Final UI & Visual System
The UI was built in Figma with components tied to a flexible, scalable design system. Accessibility and tap targets were considered throughout, with mobile as the primary use case.
Onboarding Screens
Service Booking
Booking to Feedback
Impact & reflection
The biggest success of Ping wasn’t just launching a working platform — it was creating a more confident and structured experience for users and handymen alike. The platform quickly built trust through clear booking steps, verified profiles, and smooth handoffs.
Mohsin’s professionalism and discipline enabled us to have a fruitful collaboration with Ping team, despite time and budget constraints. We were able to create a product that met the client’s goals and expectations and continues to be used and evolved to this day.