GoTukang
I designed a feature expansion for an Asia-based super app that introduced on-demand handy services into an already dense ecosystem. The challenge was integrating a new service vertical without disrupting existing user behaviors or overwhelming the interface. By mapping end-to-end service flows and prioritizing speed, clarity, and trust, I created a seamless booking experience that felt native to the platform while supporting local service providers at scale. This project showcases my ability to design within large, complex systems, balance feature growth with usability, and adapt product decisions to regional, cultural, and behavioral contexts.
Lead Designer
UX Research
UI Design
Interaction Design
Feature Add
Problem
"Business owners and property managers lacked reliable access to handyman services, creating operational risk and revenue loss."
[ Extended ]
Handymen frequently arrived late or failed to show up, disrupting scheduled operations
Unreliable service directly impacted revenue-generating activities and property readiness
Sourcing trusted providers was time-consuming and dependent on personal networks
There was no centralized platform to compare availability, pricing, or reliability
Unpredictable scheduling increased stress and made day-to-day planning difficult
Antiquated Systems, Word of Mouth
Problem, Research
Research Suggested, Market Opportunity
Problem, Research
The "Aha Moments" in Research
🔍 "They only find tukang through word of mouth."
Research as a Tool
During interviews with business owners, a pattern emerged — finding a reliable tukang had no real system behind it. It was purely referral-based, informal, and risky. This told us that trust needed to be built into the product itself.
→ Feature build: A search experience backed by a transparent rating system and visible job history — so users could make informed decisions without needing to "know someone who knows someone."
⏱️ "Not all tukangs show up on time — or at all."
Research as a Tool
Reliability came up again and again as a pain point. Business owners couldn't afford to gamble on a no-show. The product needed a way to surface trustworthiness at a glance — before a booking was even made.
→ Feature build: A badge system on tukang profiles, highlighting standout qualities like On Time and Bilingual — so users could scan and qualify a tukang in seconds, not after a bad experience.
🔧 "Sometimes I need a specialist. Sometimes I just need someone handy."
Research as a Tool
Not every job is a plumbing job. Business owners described needing both general workers and trade-specific experts — often for different jobs in the same week. A one-size-fits-all listing wouldn't cut it.
→ Feature build: Service-type categorisation (Plumbing, Woodwork, General, etc.) so users could filter by exactly what the job required — and tukangs could position themselves accurately.
Solution
"I designed GoTukang, an end-to-end mobile service flow within the Gojek ecosystem that made sourcing handyman services more reliable, transparent, and easier to manage."
[ Extended ]
Enabled business owners and property managers to search and discover nearby handymen by service type
Introduced project-based requests so users could clearly define scope, timing, and requirements upfront
Allowed users to invite multiple handymen to bid, increasing availability and reducing reliance on a single provider
Designed scheduling, booking, and in-app communication flows to minimize no-shows and misalignment
Increased trust through visible pricing, ratings, and service history before booking
Integrated the experience seamlessly into Gojek’s existing super-app, allowing users to leverage an already trusted platform
Designing a Flywheel, Systems
Solution, Design
Results
"The GoTukang concept demonstrated how improving reliability and transparency could meaningfully reduce operational stress for business owners and property managers."
[ Extended ]
Created a clear, scalable service model for business-focused handyman services within the Gojek ecosystem
Reduced reliance on informal sourcing methods by introducing a centralized, trusted marketplace
Improved perceived reliability and trust through structured bidding, scheduling, ratings, and two-way communication
Enabled more predictable scheduling, with the model designed to significantly reduce no-shows compared to informal booking methods
Supported both sides of the marketplace by helping handymen and service providers access more consistent, reliable work
Handy Servicer Job History
Results, Feature Impact
1
This feature provides users with access to a service provider’s job history, including past projects and performance ratings, allowing them to make more informed decisions before booking. By surfacing this information upfront, it reduces uncertainty and builds trust—two critical factors when inviting someone to complete work on your behalf. Instead of relying on limited profiles or guesswork, users can evaluate proven experience and reliability, leading to higher confidence in their selection and better overall service outcomes.
Job Management & Invite
Results, Feature Impact
2
This feature introduces a centralized job management and invite system that allows users to create detailed project requests—including scope, budget, and requirements—and share them with multiple service providers. Rather than relying on one-off requests, users can invite providers to respond with availability, pricing, and proposals, creating a more dynamic and transparent selection process. This bidirectional flow shifts the experience from passive booking to active project management, giving users greater control, visibility, and flexibility while enabling service providers to compete and tailor their responses—ultimately leading to better matches and more efficient outcomes for both sides.
Job Creation
Results, Feature Impact
3
This feature enables users to create detailed job requests by capturing key information such as project priority, budget constraints, and visual context through photo or video uploads. By structuring how users communicate their needs, it reduces ambiguity and ensures service providers have a clear understanding of the scope before responding. This leads to more accurate proposals, better expectation setting, and fewer back-and-forth clarifications. Ultimately, the feature improves efficiency on both sides—helping users articulate their problems clearly while enabling providers to assess, price, and commit to projects with greater confidence.
Reflection
"This project highlighted the importance of designing for scale within an established ecosystem."
[ Extended ]
Rather than introducing novelty, the focus was on consistency, trust, and usability—ensuring the Tukang service felt native to Gojek’s platform.
By prioritizing minimal clicks, clear hierarchy, and early flow validation, major usability risks were resolved at the wireframe stage, allowing testing to focus on refinement rather than rework. Rebuilding components without access to a public design system strengthened my ability to design scalable features that align with enterprise patterns and constraints.
The result balances user trust, operational efficiency, and business growth—demonstrating UX as both a user-centered and strategic discipline.
