Elevating Home Inspections: A Strategic Redesign of Horizon App
Elevating Home Inspections: A Strategic Redesign of Horizon App
Elevating Home Inspections: A Strategic Redesign of Horizon App by Carson Dunlop
Overview
About Company
Carson Dunlop's Horizon Inspection App is the leading software solution for professional home inspectors, enabling them to document property findings and generate comprehensive reports for clients across North America.
The Challenge
Carson Dunlop’s Horizon mobile app is essential for home inspectors to document findings and capture photos in the field. However, the company had received alarming feedback indicating that inspectors were facing significant usability issues and and outdated interface compared to the competitors. These problems led to a loss of users to competitors in the past year and hindered new user acquisition, threatening Horizon's market position.
Carson Dunlop’s Horizon mobile app is essential for home inspectors to document findings and capture photos in the field. However, the company had received alarming feedback indicating that inspectors were facing significant usability issues and and outdated interface compared to the competitors.
My Role and Team Collaboration
As the product designer, I led the redesign from start to finish, conducting user research, interviews, and usability testing to identify key issues. I defined the design strategy, created high-fidelity mockups and prototypes, and worked with cross-functional teams to deliver a significantly improved mobile experience.
I collaborated with:
Stakeholders, including product managers and business leaders, to align the redesign with Carson Dunlop’s strategic objectives
Developers to ensure feasibility and a smooth implementation of the new design.
QA Engineers to test and refine the final product
Discovery
Starting on a shared understanding
To kick off the redesign, we conducted stakeholder interviews to align on business goals, timelines, and product vision. We established the project's primary goals:
PROJECT GOALS
Modernize the interface while maintaining Horizon's reliable core functionality
Retain existing users by delivering a more intuitive experience
SUCCESS METRICS
Decrease in user churn rate from 23% to under 10%
Increase user satisfaction scores by 40%
Reduce user support tickets related to interface issues by 50%
Research & Analysis (Understanding User Needs)
Initial feedback suggested that usability issues and limited functionality were the main culprits. As the product designer on the project, my first task was to investigate these concerns and develop a clearer understanding of the problem space. To which I conducted a thorough discovery phase, which included:
1.
Analyzed app usage data, support tickets, and user reviews
3.
Benchmarked competitor apps to identify industry best practices
2.
Interviewed 12 home inspectors to understand their workflows and needs
4.
Mapped out existing user flows and screens to identify pain points
User Journey mapping
To understand inspectors' workflows, I analyzed the inspection process and uncovered critical mobile usability issues, including limited booking, basic photo capture, offline reliability, no media gallery, and poor interaction feedback—hindering daily efficiency.
Usability Audit
The usability audit uncovered critical issues in Horizon's mobile app that slow down inspectors' daily workflows.
Key problem areas include the appointment management system, search functionality, navigation design, interaction clarity, and information presentation. By addressing these gaps between the app's capabilities and inspectors' needs, there is significant potential to streamline the inspection process and boost field efficiency.
User interview quotes
To understand inspectors' workflows, I analyzed the inspection process and uncovered critical mobile usability issues, including limited booking, basic photo capture, offline reliability, no media gallery, and poor interaction feedback—hindering daily efficiency.
Pain Points
Common users pain points
Delights
What user's like about the current app
User Journey mapping
To understand inspectors' workflows, I analyzed the inspection process and uncovered critical mobile usability issues, including limited booking, basic photo capture, offline reliability, no media gallery, and poor interaction feedback—hindering daily efficiency.
Usability Audit
The usability audit uncovered critical issues in Horizon's mobile app that slow down inspectors' daily workflows.
Key problem areas include the appointment management system, search functionality, navigation design, interaction clarity, and information presentation. By addressing these gaps between the app's capabilities and inspectors' needs, there is significant potential to streamline the inspection process and boost field efficiency.
User interview quotes
To understand inspectors' workflows, I analyzed the inspection process and uncovered critical mobile usability issues, including limited booking, basic photo capture, offline reliability, no media gallery, and poor interaction feedback—hindering daily efficiency.
Pain Points
Common users pain points
Delights
What user's like about the current app
User Journey mapping
To understand inspectors' workflows, I analyzed the inspection process and uncovered critical mobile usability issues, including limited booking, basic photo capture, offline reliability, no media gallery, and poor interaction feedback—hindering daily efficiency.
Usability Audit
The usability audit uncovered critical issues in Horizon's mobile app that slow down inspectors' daily workflows.
Key problem areas include the appointment management system, search functionality, navigation design, interaction clarity, and information presentation. By addressing these gaps between the app's capabilities and inspectors' needs, there is significant potential to streamline the inspection process and boost field efficiency.
User interview quotes
To understand inspectors' workflows, I analyzed the inspection process and uncovered critical mobile usability issues, including limited booking, basic photo capture, offline reliability, no media gallery, and poor interaction feedback—hindering daily efficiency.
Pain Points
Common users pain points
Delights
What user's like about the current app
User Journey mapping
To understand inspectors' workflows, I analyzed the inspection process and uncovered critical mobile usability issues, including limited booking, basic photo capture, offline reliability, no media gallery, and poor interaction feedback—hindering daily efficiency.
Usability Audit
The usability audit uncovered critical issues in Horizon's mobile app that slow down inspectors' daily workflows.
Key problem areas include the appointment management system, search functionality, navigation design, interaction clarity, and information presentation. By addressing these gaps between the app's capabilities and inspectors' needs, there is significant potential to streamline the inspection process and boost field efficiency.
User interview quotes
To understand inspectors' workflows, I analyzed the inspection process and uncovered critical mobile usability issues, including limited booking, basic photo capture, offline reliability, no media gallery, and poor interaction feedback—hindering daily efficiency.
Pain Points
Common users pain points
Delights
What user's like about the current app
What was the problem?
Through synthesizing the insights from user research, interviews, and usability testing, I was able to identify key pain points and root causes. This process revealed critical issues like inefficient photo management and syncing problems, which directly informed my design decisions and helped prioritize features that would have the most impact on improving the user experience
Through synthesizing the insights from user research, interviews, and usability testing, I was able to identify key pain points and root causes.
Outdated Visual Design
"The interface feels stuck in 2010. Every other app we use has a modern, clean look. This one... well, it shows its age."'
No photo preview
Can't reorganize images
Limited organization optionsn
Photo management problems
"See this 'Spare' tab? I can add photos but can't see what I've added. I usually end up taking duplicates just to be safe."
No photo gallery view
Limited organization options
Navigation Complexity
"The interface feels stuck in 2010. Every other app we use has a modern, clean look. This one... well, it shows its age."'
Confusing menus and missing features
Limited organization options
Sync & Offline Issues
"There's zero feedback when syncing. Is it working? Did it fail? Who knows! I've lost entire inspections because I thought they synced but hadn't."
No visible syncing indicators
Lost data during connectivity issues
These insights informed my design decisions:
Updated Visual Design
Modern, clean look aligned with brand
Improve information hierarchy and visual cues
Streamlined Photo Management
Batch photo capture and processing
Gallery view for easier photo organization
Better photo annotation tools
Navigation Complexity
Restructure information architecture based on usage patterns
Reduce steps for common tasks
Offline Reliability
Implement background syncing with clear status indicators
Design offline support for uninterrupted work
Constraints
Preserving Familiar Workflows
Our research revealed that existing users, particularly experienced inspectors, had built their daily routines around Horizon's current workflows. Making dramatic changes could disrupt their efficiency and risk losing their loyalty.
Opportunity✨✨
How might we preserve familiar workflows in Horizon while introducing new features that enhance efficiency and flexibility, ensuring a seamless transition for experienced users
Design Process
Information Architecture
I audited the existing app’s information architecture and user flows through task analysis, uncovering issues like confusing navigation, unnecessary steps, and workflow gaps. Collaborating with cross-functional teams in design studio workshops, I developed a new, streamlined information architecture that optimized the hierarchy based on user priorities.
I preserved familiar user flows while adding advanced features to improve functionality, ensuring navigation remained intuitive. Critical tasks, such as starting inspections, checking schedules, and reviewing reports, were mapped to guide users through time-based and action-based workflows effectively.
Iterating and Testing
I began by sketching low-fidelity concepts for the new navigation, home screen, and primary workflows, then advanced to mid-fidelity wireframes in Figma to structure content and layouts. Using these, I developed interactive prototypes to test critical user paths. Prototypes were iteratively refined based on usability testing with inspectors, as well as internal design critiques.
Home page redesign
I redesign explorations for Horizon's home screen, guided by iterative testing, explored photo cards, map-centric, and list views. While photo cards and map-centric designs had benefits, testing revealed limitations in space efficiency and visibility. The final list view, refined through user feedback, emerged as the best solution, offering clear time-based organization, essential hierarchy, and scalability, effectively supporting inspectors' workflows.
Attaching images to items
My intial photo interface featured a single camera icon that opened a menu for choosing between taking photos or accessing the gallery. However, testing with inspectors revealed frustration caused by the extra click, particularly in challenging spaces like crawl spaces, attics, and roofs. Revising the design to include separate buttons for the camera and gallery resulted in immediate improvements, reducing photo capture time by 3.1 seconds.
Handling deep nested navigation
The breadcrumb navigation evolved through three key iterations. Starting with a Progressive Disclosure pattern that showed full hierarchical paths but proved cluttered, to a Contextual Pill approach that floated at the bottom of the screen. The final Split Header Navigation design combines a back button with a dropdown-enabled title, efficiently balancing quick navigation with hierarchical access for field inspectors.
Landing on the Final Solution
The final design included:
Design solution for navigation complexity
Simplified Navigation
One key insight from my research was the complexity of navigation and content organization, particularly on the current home page. To address this, I introduced a streamlined navigation system, quick actions, and clear status indicators, reducing interaction steps by 50%. The new card-based layout with a timeline structure highlights critical information, while quick message templates and organized contacts improve communication workflows.
Before Information Architecture
No clear indication of what actions are available
No way to quickly sort or filter appointments
No visual distinction between past/future appointments
Missing Features Basic list-only view No status indicators
Homepage in Legacy app
New Redesigned homepage page
This redesign better serves inspectors' needs by:
☑️ Showing more information at a glance
☑️ Providing quick access to essential actions
☑️ Making status and timing clear
☑️ Enabling easy filtering and sorting
☑️ Using space efficiently while maintaining readability
Homepage key interactions
The redesigned homepage allows users to call, send messages, get map directions, and view detailed property information with a single click, optimizing accessibility for inspectors in the field.
Homepage
Call screen
Message screen
Feedback
Maps
Design solution for photo management problems
Streamlined photo management workflow
The legacy app lacks a dedicated photo gallery for users to view and organize captured images a major pain point for the majority of the users. The "SpareTab" feature allows users to take pictures but can only be viewed on the web, not in the mobile app. To address this, I introduced a photo gallery section for automatic photo categorization, enabling better organization and viewing of photos within the app.
Legacy app
New Redesigned gallery page
Gallery Management System: Streamlining Field Inspection Documentation
Designed an intuitive photo management system for field inspectors that streamlines the organization of inspection documentation through a category-based gallery interface, featuring seamless photo categorization, batch operations, and contextual actions - enabling efficient photo management with minimal interaction steps while maintaining clear visual hierarchy and feedback throughout the process, ultimately enhancing the documentation workflow for field professionals.
New Redesigned gallery page
Moving images from one topic to another
Selects destination screen
Confirmation
Images attached to the topics "Roofing"
Images attached
Actions menu
Improved offline & syncing reliability
Enhanced the field inspection app's offline capabilities and syncing reliability through an intuitive feedback system. Previously, inspectors had no visibility into connectivity issues or sync failures, risking data loss and workflow disruptions. I implemented a comprehensive status system that includes:
Offline mode notification
Offline mode status with a persistent indicator
Offline mode status with a persistent indicator
Internet available notification
Internet connectivity restoration alerts
Syncing
Active syncing progress
Sync failure message
Successful sync completion notifications
Sync completed
Visual error with 'View detail' option
Sync error details page
Specific error messaging
Specific error messaging
Enhancing efficiency while preserving familiar workflows.
Contexual bottom nav bar
Designed a context-aware navigation system optimized for single-inspection workflows. Since inspectors focus on one inspection at a time because inspections are time based, the interface automatically transitions from global navigation (Home, Calendar, Agents) to inspection-specific tools (Inspect, Gallery, Speed Write, Finalize)—streamlining the experience for focused, time-sensitive assessments while maintaining access to core features when needed.
Due to the deep nesting nature of inspections, users sometimes get confused about which part of the property they are documenting. The legacy app used breadcrumb navigation for clarity, which I initially removed, assuming the back button would suffice. However, after user testing, it became clear that this change was not well-received. As a result, I reintroduced simplified header navigation with a contextual dropdown, which only appears when users reach the third layer or deeper, ensuring the interface stays clear while guiding users through more complex levels of the inspection.
Breadcrumbs navigation on legacy app
Before
Uses backslashes (\) instead of standard forward slashes (/) or (>)
No spacing around separators making it hard to read
Abbreviated terms ("Ro" instead of "Roofing")
No visual distinction between levels
No visual feedback for current location
Low contrast gray text on dark blue is hard to read
Breadcrumbs redesign
Breadcrumbs redesign
After Information Hierarchy:
Clear back navigation
Current context "Roofing material" as large title
Dropdown shows full path and marks "Current" location
Maintains context without cluttering the interface
After Field Inspector Benefits:
No learning curve - uses patterns they know
Large touch targets for gloved hands
Clear visibility of current location
Quick navigation between sections
Minimal cognitive load during inspections
Job details
Based on field inspector feedback highlighting limited mobile capabilities, I optimized the experience by consolidating critical inspection tools—maps, weather data, property details, and document management—into a single, accessible interface. This research-driven solution enables inspectors to conduct thorough assessments entirely from their mobile device, eliminating the previously reported friction of switching between desktop and mobile platforms.
Original legacy design
Redesigned job details page
Redesigned job details page
Reports
Search: Transforming Dense Lists into Actionable Results
Search: Transforming Dense Lists into Actionable Results
Redesigned the search experience to address the challenge of navigating dense inspection data. Transformed list-based results into a card layout with clear categorization, filters, and content previews. The new interface highlights key information and relevant actions, enabling inspectors to quickly find and document items during time-sensitive field assessments.
Search on the legacy app
Dense inspection data in a list-based results
Redesigned search page results
Card layout with clear, filters, categorization, and content previews.
Card layout with clear, filters, categorization, and content previews.
Voice search
Interactive voice search
Interactive voice search
Visual Design & UI Kit
In addition to addressing user experience challenges, I gave the interface a contemporary upgrade, seamlessly merging Carson Dunlop's branding with modern mobile user interface guidelines. Also, I devised a thorough, adaptable UI component collection that encompasses all standard patterns, guaranteeing uniformity and growth potential across the platform. Worked together with the development team to guarantee practicality and smooth design-development transition.
Project Outcome and Challenges Due to Organizational Changes
While the platform launched successfully, long-term metric tracking was interrupted due to organizational changes. To measure success and impact, I would have monitored the following:
Boosted platform usage and positive feedback, highlighting improved efficiency.
Increased daily active users, showing strong workflow adoption.
Higher legacy system migrations, reflecting a smooth transition.
Fewer support tickets and higher retention, demonstrating user satisfaction.
Reduced inspection errors, indicating better data validation.
Faster onboarding, showcasing an intuitive interface.
Lessons Learned
User Research Impact: Field research with inspectors uncovered key mobile workflow insights and validated design decisions through real-world testing.
Iterative Design Process: Regular feedback loops enabled quick adjustments to meet specific inspector needs, balancing familiar workflows with modern improvements.
Industry Insights: Collaborating with field inspectors highlighted the need for simple interfaces, offline functionality, one-handed use, and streamlined data entry—shaping our mobile-first design approach.
