A Platform for Local B2B Networking and B2C Engagement
NOMBOLO Beta version Redesign
Transforming it into an Essential Local Hub.
MY ROLE
UI Designer
UX Researcher
TEAM
3 Product Designers
4 Engineers
1 Marketer
FIELD
B2B and B2C
CONTRIBUTION
Interaction Design
UX Researcher
Prototyping
INTRODUCTION
What is Nombolo?
Nombolo is a hyper local B2B2C platform connecting 2 distinct audiences: local small businesses & residents to revitalize community.
BACKGROUND & PROBLEMS
Beta version didn't work well,
for both users.
However, the initial version struggled with high user churn and
low satisfaction. It failed to provide tangible loyalty tools for businesses or compelling engagement features for residents.
>>>To solve these problems, I leading the core experience redesign,
I focused on 4 key features to solve these problems:
1. Content creation,
2. Bookmarking,
3. Coupon management
4. New digital loyalty program (gamified digital stamp card)
Impact
Redesigned to enhance engagement
I reduced onboarding time by 40%, doubled user interaction during gamified flows, and boosted task exploration by 25%—making Google Assistant easier to adopt and more engaging from day one.
User Research
Defining What Isn't Working?
To identify the core problems, we conducted the following research:
1) Data Analysis
Initial data revealed a severe retention problem: over 75% of new users became inactive after the first week.
2) Feedback Review
We identified the primary issue by analyzing recurring feedback from app reviews and customer support tickets.
3) Competitor Analysis
We researched how similar social and business apps successfully engage their users to identify the main
differences between our own product and theirs.
User Interview
Voices of Nombolo: Key Insights from User Interviews
What do real users think about our app?
A survey was conducted with 20 actual Nombolo app users.
Business Owners
Insight :
Social Users
Business Owners
KEY USER PAIN POINTS
User Segmentation for Better Understanding
Based on our research, we identified two distinct user segments.
Defining the specific goals and frustrations for each group was the critical next step in designing effective, user-centered solutions.
DESIGN QUESTION
How Might We
"Create an engaging and sticky app for social users, while simultaneously providing small business owners with effective tools to convert online engagement into tangible customer loyalty?"
Insights
Users Want Useful Assistants
After conducting research with users, I found:
58% of social users struggled with content creation (lacking in-app editing/offline mode), leading to 60% video abandonment before posting.
73% of all users found it difficult to save valuable content (posts/drafts), resulting in low retention and revisit rates.
Only 18% of small business owners felt the app effectively built customer loyalty or drove repeat business.
A 75% user churn rate in the first week indicated a critical lack of compelling reasons to return.
DESIGN SOLUTION
Wireframes
A/B Testing
Testing the redesign to see if we accomplished our goal
With our goals defined, I started doing some competitive analysis of companies with similar communication experiences to learn who was doing it well, who wasn't, and what the best practices might be.
Curious to see more?
I'd be happy to walk you through the full details of this project. Please feel free to reach out!
