Exclusive Dry Cleaners

Exclusive Dry Cleaners is a Toronto based pickup and delivery dry cleaning service. Clients can book their appointments through the app or website at their convenience. EDC would like to update their existing mobile application.

 

    • End to End Design Process

    • UI/UX

    • Research

    • Project Management (team of 4)

    • Streamline order process

    • Refresh the current app UI (iOS)

    • Improve user experience with the addition of new features

    • 7 weeks

Problem

EDC users don't find the process of placing an order through the current app intuitive. Users also do not have a way of saving multiple addresses and credit cards on file. Once an order is placed, users also don't have the option to get updates throughout their order, and need to contact customer service to make any changes to their order. 

 

Solution

A refresh of the apps current user interface to establish strong branding. Rework the ordering process to be as streamlined as possible. Optimize current features and add potential new features.

Research

  • This allowed deeper understanding on how users use the app. The walkthrough helped understand what areas need to be reworked and the severity of the issue. The analysis was separated into 3 categories, “General Issues”, “IOS-Specific Issues”, and “Android-Specific Issues”.

    Main issues

    • Buttons lack consistency and are various heights and colours.

    • Users cannot reset their password since the feature is not working.

    • No fixed navigation menu. The navigation menu can only be accessed by going back to the homepage.

    • Placing an order and weekly service signup workflows are not intuitive

  • Through usability testing, it was uncovered that users generally felt that the app did not have a polished look with an intuitive user experience. The users also felt like they didn’t understand who EDC was, due to the lack of branding and different visual design from the website. The order and profile sections seemed to lack some standards users expected from an app today. Although the app was navigable, users felt that there was a lack of some expected mobile app conventions.

  • There were 4 participants who were interviewed about their experience using EDC services. All participants wanted additional sign-in options and the ability to customize how they were notified about their order. Participants felt that navigation through the app could be more intuitive and that more information could be provided.

4. Competitive Analysis

Alfred

Advantages

  • Interactive visual design on website.

  • Dropoff locker service.

  • Barcode tracking of items.

  • Cohesive information architecture on mobile app and website.

Disadvantages

  • Guest checkout not supported.

  • Branding on mobile app does not reflect branding on website.

  • Toggle bars obscure text in certain sections.

  • Credit card payments only.

Dry Cleaners Toronto

Advantages

  • Strong CTA, clean and intuitive design.

  • Environment friendly, non-toxic cleaning methods.

  • Community involvement.

  • Ranked first in SEO for Toronto dry cleaning services.

Disadvantages

  • No mobile application.

  • 1 week turnaround.

  • Guest checkout not supported.

  • Required to talk to an agent to complete the order.

 

Laundry Concierge

Advantages

  • 24/7 service.

  • Barcode tracking of items.

  • Paypal, debit and credit card payment options supported.

  • Offers specialized services i.e. Dental Gown and Scrub Service.

Disadvantages

  • Text is small and difficult to read on mobile app.

  • Inconsistency in font size and style on the website.

  • Missing icon and off-center text in certain sections of the mobile app.

Gibon’s Dry Cleaners

Advantages

  • Specializes in unique luxury items.

  • Employee Uniform services.

  • Google reviews in floating widget on the website.

  • Online client portal to track order history.

Disadvantages

  • Text is small and difficult to read on mobile app.

  • Limited services on mobile app.

  • Guest checkout not supported.

  • Required to talk to an agent to complete the order.

 

Lean Canvas

A lean canvas allowed us to focus on more specific interactions between the customer and the business. We were able to determine if the customer’s wants and pain points were being addressed with the services being offered by the business.

 
 

Mid-Fidelity Wireframes

Some user journeys were mapped out following the research. These options were presented to the client. New features were also mapped out to give the client a visual of what they would look like.

Style Guide

The branding for EDC needed to be clean and minimal to accommodate EDC target audience who are busy working professionals. EDC is serious, stylish, and efficient. The blue and gold used in this UI help guide the eye through the apps and give the user a sense of direction.

 

Usability Testing

Once the prototype was build, usability was conducted with 4 users. Overall, users were able to complete all 8 tasks in the test.

My main recommendations following the usability testing are the following:

  1. Add a confirmation screen after users create a new account.

  2. Create an 'order summary' screen.

  3. De-clutter the 'edit my plan page' (the text boxes appear too closely bunched together, and the drop down font and titles look too similar)

  4. Add a confirmation message that a detailed receipt will be emailed to the client once order is placed.

  5. Changing wording across all app screens to be either ‘my plans’ OR ‘my membership’ to ensure consistency.

Final Output

Next

Website Design