From friction to bookings: +30% conversion

Client: Service marketplace platform

Role: Product Designer, UX Researcher

✅ +30% conversion rate

✅ 2x increase in professional bookings

On a service marketplace, search is everything. If users can't find what they need quickly, they leave and they don't come back.

The original search experience had real friction: too many steps to get started, filters that didn't match how users actually thought about services, and no way to re-engage users who dropped off mid-session. Conversion rates reflected it.

I was brought in to redesign the end-to-end search and discovery flow, from the initial search input through to browsing results and booking.

I started by mapping how other marketplace platforms handled search. What layouts worked? Where did users get stuck? I identified patterns that consistently reduced friction and applied the strongest ones to our context.

The first design move was combining service and location into a single search bar. Two inputs felt like a form. One input felt like a conversation. This small change reduced cognitive load and helped users get started faster.

Filters were repositioned to the left rail, aligning with users' natural reading and scanning habits. I restructured filter categories based on user feedback, surfacing the most-used options first and adding a quick toggle system to refine or reset choices without losing context.

Service listing cards were redesigned to reduce visual noise. Duplicate call-to-action buttons were hidden until hover, keeping focus on the content that mattered without overwhelming the interface

To recover users who browsed but didn't book, I introduced smart email reminders – a light nudge about services they had shown interest in. This kept the platform present without being intrusive.

I led this project from initial research through to launch and post-launch QA, working closely with the product and engineering teams at every stage.

A clear, single-entry search removes the biggest drop-off point

Filters built around user behaviour feel personal, not overwhelming

Re-engagement at the right moment brings users back without friction