Twin City
Role
UX/UI Designer
User Research
No Code Developer
Timeline
March - June 2025
Tools
Figma
Bubble
Solo Project
The Background
The Idea Worked But the Experience Didn’t…
The Problem
80% of Users Couldn't Book Home Swaps
Our dates never match.
It's constant calendar Tetris
I just message everyone in the city
and hope someone says yes
Unguided Search
Users could only search by destination, with no way to tell which hosts were actually open to swapping. This made it hard to know who was worth contacting.
Unclear Availability
Availability was shown as whole months such as “October,” which rarely aligned with users’ proposed dates and caused them to message unavailable hosts.
Unstructured Requests
Requests had to be written from scratch and dates weren’t aligned upfront. Conversations quickly slipped into back-and-forth date checking, often losing momentum.
The Solution
Guiding Users to Active, Date-Compatible Members
Guided Search
Search now begins with your travel dates, surfacing the active members who are available during that same window.
Clear Availability
Hosts can now set specific travel windows instead of vague months, giving others a clear view of when their true availability.
Fast, Structured Requests
People can confidently send aligned, structured swap requests in seconds, ensuring dates match before any communication begins.
The Impact
A Platform That Finally Delivered on Its Promise
We transformed Twin City from an exciting idea into a reliable, usable platform, helping creatives travel more freely, making Twin City a tool people naturally turned to when planning their next trip.
300%
Swaps Booked
Weekly swaps increased from 1 to 4.
16
Monthly Subscriptions
£9500+ total annual revenue.
6 → 9
NPS Score
Turning detractors into promoters.
01. Research
Why Couldn't Users Complete a Swap?
With 96% of swap requests failing, I needed to understand why users were not able to complete trips and what actually made a swap succeed. I also wanted to learn about their motivations and how they thought about planning travel. I began with user interviews, leveraging the founders' close relationships with their community.
X 6
User Interviews
Users Were Flexible on Location
I'm open to most cities.. but my travel windows
are quite fixed because of work
The connections are nice but
the saving money is the real draw
Aligning Travel Dates Was the Hard Part
Across six interviews, a clear challenge emerged. Users were excited to find potential swap partners, but struggled to align travel dates. Back-and-forth messages around availability often stalled conversations before a swap could be agreed.
What Made Matching Dates So Difficult?
Old UI - Checking Availability
Confusing Availability
Availability was shown broadly as a month, while users proposed specific date ranges. These rarely aligned, often leading to mismatched responses.
Cumbersome Requests
Requests had to be written from scratch, including proposing dates manually. With no structure to guide the conversation, users felt the system wasn’t helping them move things forward.
Old UI - Sending Requests
X 3
Expert Interviews
The Core Matching Insight
Reviewing the interviews with marketplace experts revealed a key issue. By only filtering on location, the MVP forced users to manually align dates, effectively matching on both location and availability. In a small marketplace, this made successful matches unlikely. Their advice became a turning point:
"Focus on dates. When we started people
were just available or unavailable"
CT0, Carers Marketplace
The missing piece was knowing who was actually free at the same time. By centering the experience on travel dates and active swappers, we could open up a world of opportunities for users already flexible on where they stay.
02. Define
Research Synthesis
Turning Insights into Design Opportunities
How might we guide users toward compatible members instead of leaving them to guess?
How might we help people express and understand availability clearly and accurately?
How might we make swap requests fast, structured, and confidence-building?
Meet Our Home Swapper
Before moving into ideation, I wanted to distilled my understanding of users into a clear persona. This helped ground decisions in real user behaviour and ensured the redesign stayed aligned with what people actually needed. Meet Phoebe, our primary persona. She reflects the flexible traveller we designed for, open to where she goes, but fixed on when she travel.
Phoebe
32, London
Brand Strategist
Bio
Phoebe is a freelance brand strategist who works with the likes of Nike & Spotify. She and her partner own a two‑bedroom home in Hackney, London.
Personality
• Creative
• Open-minded
• Conscious
• Spontaneous
Goals
• Travel affordably by eliminating accommodation costs
• Find great swaps for her available dates, wherever they might be
• Stay in well-designed homes in authentic neighborhoods
Furstrations
• Can’t find matches, so struggles to use Twin City for trips
• Wastes hours messaging people who aren’t available
“I love experiencing areas like a local and feeling connected to a city’s culture”
Empathising with Phoebe's Journey
The platform was failing Phoebe. When she was planning a trip, she needed to find a swap partner, fast. Mapping her journey helped visualise where momentum was lost and started revealing where the platform could guide her more effectively.
Phoebe
GOALS
Find like-minded people she can swap homes with in April
Understand which destinations are available for her dates
STAGE
Planning a Trip
Finding Homes
Understanding Compatibility
Sending a Request
Giving Up
ACTION
Opens Twin City
Browses by location
Scans profiles
Composes a
manual message
Messages back & forth
MINDSET
😁
“I love the idea "
“This feels new…
Where do I start?
🤔
“I can't search by
my dates?”
“London would
be nice but I'm open
to anywhere in Europe”
🧐
“This availability is
a little vague"
“Will they be actually
free on my dates??”
😅
"This feels awkward”
"I'm not sure
this will
go anywhere?”
😔
“I can't agree
on dates
with anyone”
“Maybe the
platform just
doesn't work”
OPP
Create a familiar,
intuitive homepage
that guides users into the journey
Introduce effective
date filtering
Guide users to members most likely to swap with
them
Provide a precise,
visual travel calendar
that makes
compatibility clear
Streamline requests with a structured flow that feels intentional
Automate dates proposal
Encourage momentum with response rate indicators
Gamify rewards
for engaged community members
03. Ideate
This section focuses specifically on improving how users send requests.
How might we make swap requests fast, structured and confidence-building?
Three Explorations
After Crazy 8s, I explored three different ways to simplify how users send requests. A pop-up flow felt right for speed, but the bigger challenge was reducing the back-and-forth required to align dates and giving people a clearer way to move conversations forward. I prototyped each concept directly in Bubble (the live app) to understand technical constraints early and tested them quickly with users before landing on the final direction.
Exploration 1: Super Quick Request
Users send a request by simply picking dates.
No message required.
Conclusion
Too little context - hosts felt home swapping was too personal to respond without a short, thoughtful message.
Exploration 2: Dates + Message
A balanced approach: users choose dates and add a message.
Conclusion
Date misalignment still persisted - people naturally picked the dates they wanted, not the ones hosts had set, so the core matching issue stayed unsolved.
Exploration 3: Availability Guided Request
Users propose dates directly from the host’s actual availability, with the option to add a personal note.
Conclusion
Aligned dates - users can only choose from the host’s actual travel calendar.
Confidence - selecting valid dates made the request feel intentional and worth sending.
Meaningful replies - hosts were more engaged because proposals aligned with their plans.
04. Usability Testing
Would the Redesign Actually Solve Users’ Pain Points?
By this point we had reworked the core user flow and introduced lots of changes to the platform. We needed to validate quickly and ensure the new experience swapping easier. I ran six remote usability sessions with people from our target audience, using short task-based prompts like 'Find all homes available between 1-7 June'.
Testing Objectives
Can users discover homes available on their dates?
Can they set and clearly understand availability?
How quickly and confidently can they send a swap request?
Do they get confused or stuck at any point?
X 6
Usability Tests
Key Findings
The redesign landed well. People told use the new experience felt 'so much clearer' and they were excited to use it. However, testing surfaced a few issues that were still holding the flow back from being fully intuitive.
Positive Feedback
Setting availability felt clear and accurate for all users
Every tester sent a request in under five seconds and felt confident about it
Searching by dates felt intuitive and reassuring
Negative Feedback
Five testers found the listings dense and said the wording didn’t match their mental model
Adding dates in the search bar confused four of six testers
Exact-date searches returning few results reduced trust for three testers
Resulting Revisions
Before
After
Refined listing cards show key details at a glance, written in language that matches how they think and scan.
Before
After
Simplified date filters reduced confusion and removed dead ends for launch, helping users discover viable options.
05. Final Designs
06. Reflections
What I Learned
I learned that the most value comes from getting products in users’ hands quickly. I spent too much time creating highly realistic prototypes, which slowed iteration. Next time, I’d prototype rapidly for usability, test many variations, and see exactly how users interact with them.
What I’d Do Differently
Test earlier with low-fidelity concepts before refining UI.
Set success metrics at launch to monitor long-term impact.
Explore more edge cases, such as highly specific availability or accessibility needs.
Support first-time swappers with a guided onboarding experience.
Expand and optimise the web app for mobile use.
Measure long-term engagement to refine the matching algorithm.