Challenge
How might we make concierge services more accessible, giving people a way to request meaningful experiences within their own budget, compare offers, and choose the right provider with confidence?
IMPACT
We created a responsive product direction that makes a traditionally high-touch, exclusive service more transparent and approachable, while giving concierge businesses the tools to respond, manage requests, and build trust with new customers. The result was a more reliable and efficient service experience, with 99.9% platform uptime, a 99% reduction in processing time, and 60% faster service delivery, while also expanding global reach and strengthening customer trust.
Challenge
How might we make concierge services more accessible, giving people a way to request meaningful experiences within their own budget, compare offers, and choose the right provider with confidence?
Before moving into wireframing, I got the opportunity to lead a series of interactive FigJam sessions with the client to define the visual foundation of Conciergo.
Together, we explored color theory, typography, mood, tone, voice, and other brand elements through several possible visual directions. The goal was to create a brand that felt elevated and trustworthy without signaling that concierge services were only for a narrow kind of customer.
These sessions gave the client a structured way to make design decisions and helped us establish a visual direction that felt aspirational, personal, and credible across the customer experience, concierge-business tools, and the brand itself.
We translated complex customer needs into detailed requirements and low-fidelity prototypes. A custom itinerary, for example, might involve a destination, date range, budget, group size, accommodations, transportation, activities, and personal preferences.
We led user-testing sessions throughout the process to understand where customers needed more clarity, where the request flow felt too demanding, and what information concierge businesses needed in order to make a useful bid.
Those findings shaped the request form, the way bids were presented, and the information customers could use to make a decision.
We mapped the product as a connected journey: onboarding, discovery, submitting a service request, receiving bids, selecting a concierge, completing payment, and leaving a review.
The bidding system was central to the product’s value. It gave customers more choice and more visibility into what their request could cost. It also gave concierge businesses an opportunity to respond directly to real customer needs instead of relying only on private networks or traditional referrals.
Each workflow had to support the next. Customers needed enough detail to compare bids fairly. Concierge businesses needed a request format that captured the information required to create a thoughtful proposal. The platform needed clear deadlines, status updates, payment information, and communication so that both sides could move forward with confidence.
