Optimizing UX & Expanding Services at RaskRask
Internship Period of 10 weeks + an extra 2 weeks
Overview
As the sole UX/UI/Product Designer at RaskRask, I had the opportunity to shape the company’s digital experience with a high degree of autonomy. My role extended beyond just refining existing designs—I proactively identified critical UX issues, introduced structured design processes, and spearheaded the expansion of RaskRask’s service offerings.
RaskRask initially focused solely on in-home massage services, but they sought to expand into in-home yoga and personal training. Additionally, I was tasked with integrating multi-session deals across all service flows to drive higher revenue by offering discounted package deals.
Key Contributions
Service Expansion & Revenue Growth
Designed and integrated two new services: in-home yoga and in-home personal training.
Developed a seamless booking flow for these services while maintaining a cohesive user experience.
Incorporated multi-session deals, enabling users to purchase discounted service packages
(e.g., 10 yoga sessions at a 20% discount).
Unifying a Fragmented Design System
Discovered that the company lacked a centralized design file, with assets scattered across multiple design tools (Photoshop, Illustrator, etc.).
Reached out to previous designers to collect legacy design files and created a RaskRask company Figma profile.
Rebuilt all product flows in Figma, ensuring consistency, accessibility, and scalability for future design iterations.
Worked closely with developers to optimize designs for implementation.
UX Research & Conversion Rate Optimization
Analyzed hundreds of screen recordings of user interactions to identify usability issues and drop-off points.
Discovered a critical flaw in the service availability flow, where users were incorrectly informed that no services were available in their area—leading to unnecessary drop-offs.
Uncovered a backend structure issue that caused inaccurate service availability communication, informed the developers, and worked with them to fix it—ultimately leading to improved conversion rates.
Challenges & Solutions
Low UX Maturity & Limited User Research Access
The company was not accustomed to UX research methodologies and was hesitant to allow direct customer contact for usability testing.
To overcome this, I relied on screen recordings and behavior analytics to gain insights into user pain points and iterated based on observed behavior rather than direct feedback.
Fragmented Design Processes
With no structured design system, previous designs were inconsistent and, to some degree, unobtainable.
By migrating everything to Figma and creating a unified design file, I established a scalable foundation for future iterations.
Outcomes & Impact
My work at RaskRask laid the foundation for a more structured and user-centered design approach, ultimately enhancing both the customer experience and the company’s business performance.
Successfully expanded service offerings, providing a broader range of wellness services to customers
Implemented multi-session deals, driving higher revenue through bundled service purchases.
Created a centralized Figma design system, streamlining collaboration and ensuring future design consistency
Identified and resolved a critical UX issue, improving the booking flow and increasing conversion rates.