An Innovative Platform Connecting Households and Service Providers for Effortless Home Maintenance
An Innovative Platform Connecting Households and Service Providers for Effortless Home Maintenance
An Innovative Platform Connecting Households and Service Providers for Effortless Home Maintenance
An Innovative Platform Connecting Households and Service Providers for Effortless Home Maintenance
01 — Introduction
01 — Introduction
01 — Introduction
01 — Introduction
01 — Introduction
Kayan is a home-service platform based in Kuwait, designed to seamlessly connect homeowners with trusted professionals across cleaning, electrical, plumbing, beauty, and repair services.In Kuwait, home maintenance is often fragmented and unreliable; inconsistent scheduling, inconsistent pricing, and a lack of verified professionals create frustration for customers.Kayan bridges this gap by introducing a unified, bilingual (Arabic & English) ecosystem where users can instantly book verified providers, track jobs in real-time, and ensure quality through transparent reviews and ratings.
Kayan is a home-service platform based in Kuwait, designed to seamlessly connect homeowners with trusted professionals across cleaning, electrical, plumbing, beauty, and repair services.In Kuwait, home maintenance is often fragmented and unreliable; inconsistent scheduling, inconsistent pricing, and a lack of verified professionals create frustration for customers.Kayan bridges this gap by introducing a unified, bilingual (Arabic & English) ecosystem where users can instantly book verified providers, track jobs in real-time, and ensure quality through transparent reviews and ratings.
Kayan is a home-service platform based in Kuwait, designed to seamlessly connect homeowners with trusted professionals across cleaning, electrical, plumbing, beauty, and repair services.In Kuwait, home maintenance is often fragmented and unreliable; inconsistent scheduling, inconsistent pricing, and a lack of verified professionals create frustration for customers.Kayan bridges this gap by introducing a unified, bilingual (Arabic & English) ecosystem where users can instantly book verified providers, track jobs in real-time, and ensure quality through transparent reviews and ratings.
About the project
About the project
Company
Kayan for Kuwait
Timeline
April 2025 – Ongoing
Role
Lead Product Designer
Lead Product Designer
Lead Product Designer
Lead Product Designer
I led the end-to-end product design process from research, strategy, and UX architecture to
interface design and MVP development. This included stakeholder alignment, usability testing,
and continuous iteration based on early pilot feedback.
I led the end-to-end product design process
from research, strategy, and UX architecture to
interface design and MVP development.
This included stakeholder alignment, usability,
testing, and continuous iteration based on
early pilot feedback.
I led the end-to-end product design process
from research, strategy, and UX architecture to
interface design and MVP development.
This included stakeholder alignment, usability,
testing, and continuous iteration based on
early pilot feedback.
Team
01 Lead Product Designer
01 UI Designer
01 Product Manager
04 Developers
01 QA Engineer
02 — My Design Approach
02 — My Design Approach
02 — My Design Approach
02 — My Design Approach
02 — My Design Approach
My approach was centered on crafting a platform that feels trustworthy, intuitive, and human-centric, addressing two key audiences:
1 . Homeowners—who seek convenience, speed, and reliability.
2. Service Providers—who need visibility, steady income, and simplified job management.
Every feature in Kayan focuses on reducing friction between these two roles—whether it’s discovery, booking, payments, or feedback.
My approach was centered on crafting a platform that feels trustworthy, intuitive, and human-centric, addressing two key audiences:
1 . Homeowners—who seek convenience, speed, and reliability.
2. Service Providers—who need visibility, steady income, and simplified job management.
Every feature in Kayan focuses on reducing friction between these two roles—whether it’s discovery, booking, payments, or feedback.
My approach was centered on crafting a platform that feels trustworthy, intuitive, and human-centric, addressing two key audiences:
1 . Homeowners—who seek convenience, speed, and reliability.
2. Service Providers—who need visibility, steady income, and simplified job management.
Every feature in Kayan focuses on reducing friction between these two roles—whether it’s discovery, booking, payments, or feedback.
Core pillars:
Core pillars:
Core pillars:
Smart matching algorithm for the right professional
Transparent communication between both sides
Clean, minimal interface that adapts to both Arabic (RTL) and English (LTR)
Smart matching algorithm for the right professional
Transparent communication between both sides
Clean, minimal interface that adapts to both Arabic (RTL) and English (LTR)
Smart matching algorithm for the right professional
Transparent communication between both sides
Clean, minimal interface that adapts to both Arabic (RTL) and English (LTR)
03 — Challenge
03 — Challenge
03 — Challenge
03 — Challenge
03 — Challenge
What Was the Problem?
What Was the Problem?
What Was the Problem?
In Kuwait, most home-service requests happen via word-of-mouth or WhatsApp, leading to delays and unverified workers.
Service providers lack a digital presence, making it difficult to reach consistent customers.
Users face uncertainty—inconsistent pricing, no background verification, and unreliable arrivals.
Lack of bilingual support creates accessibility barriers for expats and locals alike.
In Kuwait, most home-service requests happen via word-of-mouth or WhatsApp, leading to delays and unverified workers.
Service providers lack a digital presence, making it difficult to reach consistent customers.
Users face uncertainty—inconsistent pricing, no background verification, and unreliable arrivals.
Lack of bilingual support creates accessibility barriers for expats and locals alike.
In Kuwait, most home-service requests happen via word-of-mouth or WhatsApp, leading to delays and unverified workers.
Service providers lack a digital presence, making it difficult to reach consistent customers.
Users face uncertainty—inconsistent pricing, no background verification, and unreliable arrivals.
Lack of bilingual support creates accessibility barriers for expats and locals alike.
What Are We Solving?
What Are We Solving?
What Are We Solving?
Verified provider profiles with ID/license checks.
Transparent pricing and instant availability.
AI-assisted matching and real-time booking management.
Dual-language UX for Kuwait’s diverse audience.
Verified provider profiles with ID/license checks.
Transparent pricing and instant availability.
AI-assisted matching and real-time booking management.
Dual-language UX for Kuwait’s diverse audience.
Verified provider profiles with ID/license checks.
Transparent pricing and instant availability.
AI-assisted matching and real-time booking management.
Dual-language UX for Kuwait’s diverse audience.
04 — Design Process
04 — Design Process
04 — Design Process
04 — Design Process
04 — Design Process
Following an iterative double-diamond framework, we focused on discovering true user pain-points, defining opportunity spaces, ideating solutions, and refining them through rapid prototyping.
Following an iterative double-diamond framework, we focused on discovering true user pain-points, defining opportunity spaces, ideating solutions, and refining them through rapid prototyping.
Following an iterative double-diamond framework, we focused on discovering true user pain-points, defining opportunity spaces, ideating solutions, and refining them through rapid prototyping.
05 — User Research Results & Findings
05 — User Research Results & Findings
05 — User Research Results & Findings
05 — User Research Results & Findings
05 — User Research Results & Findings
05 — User Research Results & Findings
Objective
Objective
Objective
The goal of this research was to uncover how users currently discover, evaluate, and book home service providers — and what friction points exist in that journey.
Since Kayan is being built for Kuwait’s audience, understanding cultural expectations, trust factors, and language preferences was key to shaping the product experience.
Findings
Findings
Findings
Trust & Safety is the biggest decision driver.
Transparency in pricing and ratings increases booking rate by 2×.
Speed & Ease — users expect a 3-click booking flow.
Providers want easy onboarding and instant payment tracking.
Trust & Safety is the biggest decision driver.
Transparency in pricing and ratings increases booking rate by 2×.
Speed & Ease — users expect a 3-click booking flow.
Providers want easy onboarding and instant payment tracking.
Trust & Safety is the biggest decision driver.
Transparency in pricing and ratings increases booking rate by 2×.
Speed & Ease — users expect a 3-click booking flow.
Providers want easy onboarding and instant payment tracking.
Research Methodology
Research Methodology
Research Methodology
We combined user interviews and surveys to gather both qualitative and quantitative insights.
Participants: 12 users
7 homemakers
3 working professionals
2 small business owners
Location: Kuwait
Method: Google Form surveys + remote interviews via Google Meet
Goal: Identify pain points, preferences, and motivations while booking or managing home services.
We combined user interviews and surveys to gather both qualitative and quantitative insights.
Participants: 12 users
7 homemakers
3 working professionals
2 small business owners
Location: Kuwait
Method: Google Form surveys + remote interviews via Google Meet
Goal: Identify pain points, preferences, and motivations while booking or managing home services.
We combined user interviews and surveys to gather both qualitative and quantitative insights.
Participants: 12 users
7 homemakers
3 working professionals
2 small business owners
Location: Kuwait
Method: Google Form surveys + remote interviews via Google Meet
Goal: Identify pain points, preferences, and motivations while booking or managing home services.
User Surveys: Key Pain Points in Home Service Apps
User Surveys: Key Pain Points in Home Service Apps
User Surveys: Key Pain Points in Home Service Apps
User Surveys: Key Pain Points in Home Service Apps
User Surveys: Key Pain Points in Home Service Apps
06 — Users & Personas
06 — Users & Personas
06 — Users & Personas
06 — Users & Personas
06 — Users & Personas
06 — Users & Personas
Who Are the Users?
Who Are the Users?
Who Are the Users?
Kayan serves multiple user groups across the home-service ecosystem
Service Providers — receive, accept, and track bookings.
Homeowners/Tenants—book and manage home-service jobs.
Admins & Support—manage categories, ratings, and quality control.
Service Providers — receive, accept, and track bookings.
Homeowners/Tenants—book and manage home-service jobs.
Admins & Support—manage categories, ratings, and quality control.
Service Providers — receive, accept, and track bookings.
Homeowners/Tenants—book and manage home-service jobs.
Admins & Support—manage categories, ratings, and quality control.
07 — Design Goals
07 — Design Goals
07 — Design Goals
07 — Design Goals
07 — Design Goals
07 — Design Goals
08 — Competitor Analysis
08 — Competitor Analysis
08 — Competitor Analysis
08 — Competitor Analysis
08 — Competitor Analysis
08 — Competitor Analysis
09 — Identifying & Prioritizing User Jobs
09 — Identifying & Prioritizing User Jobs
09 — Identifying & Prioritizing User Jobs
09 — Identifying & Prioritizing User Jobs
09 — Identifying & Prioritizing User Jobs
09 — Identifying & Prioritizing User Jobs
What Was the Problem?
What Was the Problem?
What Was the Problem?
We mapped user journeys for each persona from service discovery to feedback and classified pain points by impact.
We mapped user journeys for each persona from service discovery to feedback and classified pain points by impact.
We mapped user journeys for each persona from service discovery to feedback and classified pain points by impact.
Using the MoSCoW method, we prioritized features for the MVP:
Using the MoSCoW method, we prioritized features for the MVP:
Using the MoSCoW method, we prioritized features for the MVP:
Must-have: User onboarding, booking flow, provider verification, payments.
Should-have: Chat, tracking, reviews, Arabic-English toggle.
Could-have: Subscription plans, smart AI recommendations
Must-have: User onboarding, booking flow, provider verification, payments.
Should-have: Chat, tracking, reviews, Arabic-English toggle.
Could-have: Subscription plans, smart AI recommendations
Must-have: User onboarding, booking flow, provider verification, payments.
Should-have: Chat, tracking, reviews, Arabic-English toggle.
Could-have: Subscription plans, smart AI recommendations
08 — Competitor Analysis
08 — Competitor Analysis
08 — Competitor Analysis
08 — Competitor Analysis
08 — Competitor Analysis
08 — Competitor Analysis
Understanding the Market Landscape
Understanding the Market Landscape
Understanding the Market Landscape
Before designing Kayan, I analyzed key players in the home service industry across the Middle East and global markets. The goal was to understand how users discover, book, and trust service providers — and to identify gaps in usability, clarity, and localization that Kayan could improve upon.
Before designing Kayan, I analyzed key players in the home service industry across the Middle East and global markets. The goal was to understand how users discover, book, and trust service providers — and to identify gaps in usability, clarity, and localization that Kayan could improve upon.
Before designing Kayan, I analyzed key players in the home service industry across the Middle East and global markets. The goal was to understand how users discover, book, and trust service providers — and to identify gaps in usability, clarity, and localization that Kayan could improve upon.
Competitor Screens
Competitor Screens
Competitor Screens
Competitor Screens
Competitor Screens
Competitor Screens
09 — User flow
09 — User flow
09 — User flow
09 — User flow
09 — User flow
09 — User flow
Mapping the Complete Home-Service Journey
Mapping the Complete Home-Service Journey
Mapping the Complete Home-Service Journey
To ensure a frictionless experience for homeowners, we designed a clear and structured user flow that visualizes every step of interaction from discovering a service to completing a booking and leaving feedback.
This exercise helped us identify key decision points, reduce unnecessary steps, and simplify the booking process for both Arabic and English-speaking users.
Our goal was to create a flow that feels intuitive and human, allowing users to confidently move from intent to action with minimal cognitive effort.
To ensure a frictionless experience for homeowners, we designed a clear and structured user flow that visualizes every step of interaction from discovering a service to completing a booking and leaving feedback.
This exercise helped us identify key decision points, reduce unnecessary steps, and simplify the booking process for both Arabic and English-speaking users.
Our goal was to create a flow that feels intuitive and human, allowing users to confidently move from intent to action with minimal cognitive effort.
To ensure a frictionless experience for homeowners, we designed a clear and structured user flow that visualizes every step of interaction from discovering a service to completing a booking and leaving feedback.
This exercise helped us identify key decision points, reduce unnecessary steps, and simplify the booking process for both Arabic and English-speaking users.
Our goal was to create a flow that feels intuitive and human, allowing users to confidently move from intent to action with minimal cognitive effort.
Using the MoSCoW method, we prioritized features for the MVP:
Using the MoSCoW method, we prioritized features for the MVP:
Using the MoSCoW method, we prioritized features for the MVP:
Primary Path—Homeowner Journey
Home Screen → Select Service Category
Service List → View Providers
Provider Profile → Book Now
Booking Flow → Select Date & Time → Confirm Address
Payment → Complete via KNET or Card
Success Screen → Track Service → Rate & Review
Primary Path—Homeowner Journey
Home Screen → Select Service Category
Service List → View Providers
Provider Profile → Book Now
Booking Flow → Select Date & Time → Confirm Address
Payment → Complete via KNET or Card
Success Screen → Track Service → Rate & Review
Primary Path—Homeowner Journey
Home Screen → Select Service Category
Service List → View Providers
Provider Profile → Book Now
Booking Flow → Select Date & Time → Confirm Address
Payment → Complete via KNET or Card
Success Screen → Track Service → Rate & Review
Primary Path—Homeowner Journey
Home Screen → Select Service Category
Service List → View Providers
Provider Profile → Book Now
Booking Flow → Select Date & Time → Confirm Address
Payment → Complete via KNET or Card
Success Screen → Track Service → Rate & Review
The user flow outlines the complete journey from discovery to service completion ensuring a seamless experience for every household using Kayan.
The user flow outlines the complete journey from discovery to service completion ensuring a seamless experience for every household using Kayan.
The user flow outlines the complete journey from discovery to service completion ensuring a seamless experience for every household using Kayan.
10 — Wireframe
10 — Wireframe
We develop the user flow to know the apps screens to see the future flows and organize the ideas that we had for the app.
10 — Wireframe
We develop the user flow to know the apps screens to see the future flows and organize the ideas that we had for the app.
10 — Wireframe
We develop the user flow to know the apps screens to see the future flows and organize the ideas that we had for the app.
10 — Wireframe
We develop the user flow to know the apps screens to see the future flows and organize the ideas that we had for the app.
10 — Wireframe
We develop the user flow to know the apps screens to see the future flows and organize the ideas that we had for the app.
12 — Rejected Designs
12 — Rejected Designs
12 — Rejected Designs
12 — Rejected Designs
12 — Rejected Designs
12 — Rejected Designs
11 — Selected Designs
11 — Selected Designs
11 — Selected Designs
11 — Selected Designs
11 — Selected Designs
11 — Selected Designs
13 — Usbaility Study
13 — Usbaility Study
13 — Usbaility Study
13 — Usbaility Study
13 — Usbaility Study
13 — Usbaility Study
Testing the Experience with Real Homemakers
Testing the Experience with Real Homemakers
Testing the Experience with Real Homemakers
To ensure Kayan feels intuitive and trustworthy for everyday users, I conducted early usability testing sessions with homemakers in Kuwait. Participants interacted with the prototype via Google Meet while sharing their feedback on the booking flow, service discovery, and payment transparency. These sessions revealed small friction points — such as unclear service categories and pricing hierarchy — which helped refine the overall UX before development.
Observing homemakers test the Kayan prototype remotely — gathering authentic insights that shaped a more accessible and reliable home-service experience.
Observing homemakers test the Kayan prototype remotely — gathering authentic insights that shaped a more accessible and reliable home-service experience.
Observing homemakers test the Kayan prototype remotely — gathering authentic insights that shaped a more accessible and reliable home-service experience.
Observing homemakers test the Kayan prototype remotely — gathering authentic insights that shaped a more accessible and reliable home-service experience.
Observing homemakers test the Kayan prototype remotely — gathering authentic insights that shaped a more accessible and reliable home-service experience.
13 — Final Version Fidelity Design
13 — Final Version Fidelity Design
13 — Final Version Fidelity Design
13 — Final Version Fidelity Design
13 — Final Version Fidelity Design
13 — Final Version Fidelity Design
13 — Impact
13 — Impact
13 — Impact
13 — Impact
13 — Impact
13 — Impact
A tool designed to make home services faster, safer, and more trusted.
A tool designed to make home services faster, safer, and more trusted.
A tool designed to make home services faster, safer, and more trusted.
After developing the first interactive prototype of Kayan, we conducted usability sessions with a small group of homeowners and service providers in Kuwait City.
The goal was to validate our assumptions around navigation clarity, trust indicators, and bilingual interaction (Arabic ↔ English).
During the tests, users found the booking flow and real-time tracking screen the most intuitive parts of the experience. However, they suggested clearer cues for service verification and pricing transparency, which led us to refine several UI elements and micro-interactions.By gathering feedback early, we were able to enhance accessibility, streamline onboarding, and ensure that every key interaction felt familiar and frictionless to our diverse audience.
12 — Design Guide
12 — Design Guide
12 — Design Guide
12 — Design Guide
12 — Design Guide
12 — Design Guide
Contact
Contact
Ifyourbrandfeelsoutdated,yourwebsiteisn’tperformingasitshould,oryou’rereadytolevelupyourdigitalpresenceI’mheretohelpyoudesignsomethingthattrulystandsout.
Ifyourbrandfeelsoutdated,yourwebsiteisn’tperformingasitshould,oryou’rereadytolevelupyourdigitalpresenceI’mheretohelpyoudesignsomethingthattrulystandsout.
Reach out today to get a clear plan, honest advice, and support from someone who cares about your project as much as you do. Whether you prefer a quick call or a simple email, getting started is easy.
Contact
Ifyourbrandfeelsoutdated,yourwebsiteisn’tperformingasitshould,oryou’rereadytolevelupyourdigitalpresenceI’mheretohelpyoudesignsomethingthattrulystandsout.
Reach out today to get a clear plan, honest advice, and support from someone who cares about your project as much as you do. Whether you prefer a quick call or a simple email, getting started is easy.
© 2025 Mohammed Shijas. All rights reserved.
© 2025 Mohammed Shijas. All rights reserved.
© 2025 Mohammed Shijas. All rights reserved.