Service Marketplace UX Design

SPC Plus is a service marketplace platform that connects users with service providers. I worked on shaping the product experience to make service discovery, booking, and provider management clear and trustworthy while supporting a growing range of service categories.

Service marketplaces face two core challenges: building trust between users and providers, and reducing friction during booking. Early designs struggled with unclear service structures, inconsistent flows, and limited guidance for users making decisions.

The challenge was to simplify the experience without oversimplifying the complexity of service offerings.

Multiple service categories with different requirements

Two-sided marketplace (users and service providers)

Early-stage product with evolving business rules

Need to balance speed of delivery with UX clarity

Product Designer I focused on defining user flows, information architecture, and interaction patterns across key journeys, working closely with product and engineering to iterate quickly and validate decisions.

1. Structuring services around user intent I reorganized service categories and flows based on how users search and decide, rather than internal classifications.

2. Reducing friction in booking flows Booking steps were streamlined to minimize unnecessary inputs while preserving clarity around pricing and service details.

3. Designing trust signals Provider information, reviews, and key indicators were surfaced at decision points to help users feel confident before booking.

4. Aligning user and provider experiences Flows were designed with both sides in mind to reduce mismatches between expectations and fulfillment.

Clearer service discovery and booking experience

Improved trust and confidence during decision-making

More consistent interaction patterns across categories

Strong UX foundation for adding new services

Trust is as critical as usability in service marketplaces

Clear structure reduces perceived complexity

Marketplace UX must balance both sides, not optimize only one