Project Design Case Study: NoWahala

Project Overview

 Platform: Mobile

Industry: Small business owners, homes, Filling stations, Logistics.

My Role: Product Designer (UI/UX, Research)

Responsibilities:

• Conducting user and vendor research
• Designing wireframes, user flows, and prototypes
• Testing usability and delivery workflows
• Creating secure, intuitive order and payment experiences
• Optimizing user onboarding and order tracking features

The Problem

• Users often face delays or unreliable communication with gas vendors.
• Many gas refills are still arranged through phone calls or physical visits.
• Users are hesitant to order from unverified or unfamiliar vendors.

The Goal

To design an app that:

• Connects users with reliable gas vendors near them
• Simplifies the gas refill ordering process
• Enables real-time delivery tracking and status updates
• Ensures secure, seamless payments
• Builds trust with verified vendor profiles and ratings

Understanding the User

User Research and Analysis

Target Audience

The NoWahala app is designed for a wide range of users who rely on cooking gas for daily living and demand fast, stress-free refills. Key audience segments include:

• Busy Adults & Working Professionals: Individuals with tight schedules who want gas deliveries without delays or manual follow-ups.
• Families & Homemakers: Users managing household cooking needs and looking for dependable, on-time refills.
• Restaurant Owners & Food Vendors: Small business operators who need bulk refills or emergency supply to keep operations running.
• Students & Tenants: Young adults living alone or in shared apartments who need affordable and easy-to-schedule gas services.

User Needs and Pain Points

Based on hypothetical research and common user behavior patterns, the following needs and pain points were identified:

• Speed & Convenience: Users want to request gas refills within seconds no long calls or uncertain wait times.
• Location Accuracy: The need for timely delivery is tied to how well the app identifies and connects users with nearby vendors.
• Price Transparency: Users often complain about unclear or fluctuating pricing and hidden charges.
• Reliable Service Providers: A major concern is safety and professionalism during delivery and cylinder handling.
• Payment Flexibility: Users prefer secure digital payment options (e.g., bank transfer, mobile money, or pay-on-delivery).
• Refill Alerts: Forgetting to refill or running out unexpectedly causes stress users want timely notifications.

Market Demand

The demand for on-demand utility services is growing rapidly, especially in urban areas across Nigeria. As more households and small businesses shift toward gas-based cooking, the need for reliable, app-based refill solutions is rising.

Platforms like Jumia Food and Bolt Food have normalized instant delivery expectations, and utility-focused services like PowerOn for electricity tokens show that Nigerians are increasingly open to using apps for basic needs.

However, the gas refill space remains largely manual and vendor-driven. NoWahala aims to bridge this gap by offering a location-based, app-first experience that allows users to request gas refills in minutes with real-time tracking, verified vendors, and instant pricing.

Competitive Analysis

An analysis of similar platforms revealed gaps and opportunities:

NoWahala’s Unique Value Proposition

NoWahala stands out by providing a dedicated mobile platform that connects users with nearby, verified gas vendors for safe, fast, and affordable refills. Unlike platforms that offer only one aspect of utility delivery, NoWahala focuses entirely on solving the pain points of gas refill bringing together:

• Location-based matching
• Transparent pricing in Naira
• Secure, flexible payment methods
• Real-time refill tracking
• Scheduled deliveries and refill alerts

By streamlining the process and focusing on both safety and convenience, NoWahala eliminates the "Wahala" from gas refills.

User Personas

Persona: Mrs. Rose, Age 32
Rose is a busy mother and entrepreneur who needs a fast way to refill her cooking gas without leaving the house or waiting hours for a vendor to show up.

Problem Statement:
Rose needs a reliable and fast way to order gas refills from her phone so she can focus on her family and business without disruptions.

Persona: Chidubem, Age 32
Chidubem is a college degree student who needs a fast way to refill her cooking gas without scouting around her looking for gas filling station.

Problem Statement:
Chidubem needs a reliable and fast way to order gas refills from her phone so she can make her meals and enjoys her evenings without disruptions.

User Journey Highlights

Digital Wireframes

Early digital layouts focused on:

• One-click reorder button
• Delivery ETA dashboard
• Order summary with gas price, delivery fee, and vendor rating

Usability Study Findings

Usability testing for the NoWahala gas refill app was conducted with 10 users from various segments of the target audience, including working professionals, homemakers, student tenants, and small food business owners. The goal was to evaluate how easily users could navigate the app, request a refill, and complete a transaction.

Focus Areas:

• Task Completion: Time taken to place a gas refill order from login to confirmation
• Error Rates: Frequency of mistakes during location entry, order summary, and payment
• Satisfaction: User feedback on the app’s clarity, ease of use, and trustworthiness

 Key Feedback:

• Location Detection: Most users expected the app to auto-detect their location but found it inconsistent or slow in some areas.
• Order Confirmation Flow: Some users wanted a clearer breakdown of delivery time, pricing, and vendor info before finalizing their order.
• Payment Options: While the checkout process was smooth, users requested more familiar options like OPay, PalmPay, and Pay on Delivery.
• Visual Trust Elements: Users liked the layout but suggested adding vendor verification badges and safety icons to boost confidence.

Iteration

Based on the usability test findings, several improvements were implemented:

• Location Services: Improved accuracy of GPS-based auto-detection and added a “Set My Address” shortcut for quick manual entry.
• Order Summary: Introduced a detailed confirmation screen with vendor name, estimated arrival time, price breakdown (including delivery fees), and safety rating.
• Expanded Payment Methods: Integrated local digital wallets like OPay and PalmPay, and added “Pay on Delivery” as an option in supported areas.
• Visual Cues for Trust: Added vendor badges for verified sellers and introduced icons for safety compliance (e.g., certified cylinders).

Mockups

Design improvements included:

• A dynamic order summary with ETA and vendor photo
• SOS button for reporting safety concerns during delivery
• Digital receipt after delivery confirmation

Accessibility & Safety Considerations

• High-contrast colors and large icons for legibility
• Voice guidance and vibration alerts for updates
• Verified vendor profiles and emergency contact features
• End-to-end encryption for user data and payments

Takeaways

Impact:
Users reported reduced stress in refilling gas and increased confidence due to verified vendors and faster delivery. Vendors benefited from increased orders and streamlined routing.

What I Learned:
Designing for logistics and safety requires precision. Real-time features, trust-building elements, and quick actions (like one-tap reorder) significantly improve the experience in utility-based services.

Next Steps

• Expand vendor onboarding with training and verification tools
• Integrate route optimization for faster delivery times
• Launch in new cities and run localized promotions
• Release to app stores with ongoing support and feedback loop