[Case 03]
Turning Complex Requests into Effortless Journeys
Craft & Commission Marketplace
Enhancing Custom Commissions & Order Tracking
Improving User Experience for Artisan–Client Collaboration
[Project Overview]
This project focused on improving the experience of commissioning custom work through OurJourneyMan, a platform that connects clients with artisans. The goal was to provide a seamless way to submit requests, receive clear cost and timeline breakdowns, and stay engaged throughout the process. By emphasizing transparency, collaboration, and storytelling, the design builds trust between clients and artisans while making the custom commissioning journey simple, clear, and meaningful.
[Problem Statement]
Clients often felt uncertain after placing custom orders because updates were unclear, timelines shifted without notice, and key decisions were made without their input. Artisans, meanwhile, struggled to justify costs and maintain quality under pressure. This caused miscommunication, unmet expectations, and reduced trust. OurJourneyMan addresses these issues by offering transparent quotes, regular progress updates, and collaborative tools that strengthen trust between creators and clients.
[Industry]
Craft & Commission Marketplace
[My Role]
UX Designer（Solo）
[Platforms]
Mobile, Tablet, and Web
[Timeline]
May 2025 – July 2025
[Process]
[01] User Research
Conducted interviews with clients and artisans to learn frustrations in custom orders.
Analyzed user journeys on handmade platforms to see where trust was lost.
Benchmarked competitors to study how they handled pricing and communication.
[02] Insights
Clients felt stressed by unclear updates and sudden changes.
Artisans struggled with explaining costs and keeping quality high.
Both sides wanted better transparency and a sense of collaboration.
[03 Design Solution]
Designed clear flows for submitting requests, tracking progress, and final delivery.
Added features like cost breakdowns, material approvals, and timeline updates.
Enabled direct messaging and progress sharing to strengthen trust.
[04] Testing & Iteration
Tested prototypes with target users to check clarity of the flows.
Collected feedback from both clients and artisans to refine details.
Improved mobile-first design with transparent updates and secure payments.
[Outcome]
Clients felt more confident submitting custom requests.
Progress updates reduced miscommunication and delays.
Greater involvement in design choices built lasting trust between clients and artisans.
[Key Learnings]
Transparency builds trust
Clear cost breakdowns and regular updates made clients feel more secure.
Collaboration improves outcomes
Involving clients in material and design choices increased satisfaction.
Flexibility is essential
Offering alternatives during delays showed that small design adjustments can maintain confidence.