Rinse is a laundry delivery service app designed for busy people who need an extra hand.
Challenge
How might we make it easier and accessible for people to get their laundry done by professional cleaners?
The Objective
Rinse should enable customers, drivers, and merchants seamless interaction to provide customers the ability to schedule and pay for a laundry cleaning delivery service.
Product Designer Internship
Creating Personas
We designed personas for the two platform interfaces we would be designing for, Drivers and Customers. In order to establish the wants and needs of the users, we needed to develop personas for the users we were designing for.
Reworking User Flows
After defining the users goals and pain points, we used the personas to update the user flows and identify gaps in the existing screens. This helped us streamline the users experience for each interface and take out unnecessary screens and steps in the process.
Designing a Personality
We received already made "hi-fi" screens. After looking at these, we decided that the screens and style guide needed to be updated. We developed a new design system and to enhance visual hierarchy and keep the interface consistent across the two prototypes we were working on.
Iterations to Hi-fi
We made iterations to the wireframes that we were given to develop high fidelity screens for both the customer and driver interfaces. See some of the changes we made below.
AFTER
BEFORE
AFTER
BEFORE
AFTER
BEFORE
Unmoderated Testing
We used Maze.Co, to conduct 20 unmoderated usability test and collect metric data. We set up 3 tasks each for the driver prototype and customer prototype. Once our testing sessions went live, we were able to collect information that showed us average task time, heatmaps, and drop out rates of all users.
Driver Tasks and Feedback
1. Complete an Order
100% Success Rate
Average Task Duration: 8.6s
2. Transfer Balance
80% Success Rate
Average Task Duration: 7.0s
3. Schedule Shifts
100% Success Rate
Average Task Duration: 3.2s
Moderated Testing
10 moderated tests were done to get specific feedback on usability issues (5 tests for each of the two prototypes). The feedback that we received correlated with the data from our heat-maps. Testers brought up suggestions about readability, features, and navigation.
Making Changes
The data from the unmoderated testing matched the findings and feedback we received from moderated testing. Because of our time frame, we decided to only make changes to the major usability issues that we found from the user testing. Below are are some of the problems users had with our interface and suggested features to include as we continue with the project.
Customer Screens
Driver Screens
Final Driver Screens
Final Customer Screens
Final Prototype
Take Aways
As my first time designing for clients, this was a great opportunity showcase my knowledge I acquired. How can users compare laundromats easily? Is there a better way to notify drivers when they have deliveries available? With more time on the project, I would love to expand and develop features to address the logistics that are associated on the drivers interface.