Laundry Delivery App startup
For Drivers wanting to earn extra money!
• Project Management • App Design • UX Research • Information Architecture • User Flow • Design System • Product Branding • Prototyping • Stakeholder Presentation •
My role as the Lead UX Product Designer and Project Manager for the !-Lave Design Team allowed me to navigate the group through a system of Research, Competitive Analysis, Visual and Brand Design, Site Architecture, and Communication with the client.
Immediately, we determined that we needed to evaluate:
The client had worked previously with five separate teams with confusing management and inconsistent assets.
Once the project was reviewed in depth, we were able to jump in head-first to guide future design work and to provide a valuable deliverable to the client.
Figma, FigJam, Figma Mirror, Adobe Illustrator, Google Suite, Galaxy S21 Ultra, UberEats app, Instacart app, GrubHub app
!-Lave is a Canadian start-up central platform connecting customers to local laundromats by utilizing existing drivers. The goal of the project was to create a laundry service for customers utilizing existing services of local laundromats and drivers.
The project was larger than it appeared as !-Lave had three different business goals for each of its users, and each platform needed to work together to create one usable and seamless application.
After speaking at length with the client and understanding her needs, our team made a determination focusing on the Driver app so that there would be enough information for potential investors.
When our team jumped into the project we had carefully reviewed previous work in order to get up to speed as quickly as possible. The previous designers had researched and synthesized information into an affinity, empathy, and journey map with a user persona from their initial driver interviews.
Quickly we had realized that the research was inconsistent between teams resulting in prototypes which did not match the approved flow.
The team signed up as delivery drivers! Allowing us to quickly understand the user's needs, constraints, and motivations. Because we didn't have any Uber drivers on hand to interview, we recorded and evaluated our first-hand experience.
With only five weeks to hand over deliverables, time was not on our side. This is what we did to get on board as quickly as possible:
As a driver, we realized that the onboarding process was overwhelming.
We had spent the first two weeks of our time defining the project and understanding the user, and were then able to break down the top priorities for the drivers.
These were their top three priorities:
Between the interviews, the first-hand experience, and the secondary research, we translated the user's priorities into How Might We Statements.
How might we give drivers access to their earnings and payments?
How might we allow drivers to set their own schedules?
How might we allow drivers, customers, and laundromats to connect?
We decided to reverse-engineer the site to compare with the original flow. There were large discrepancies so we rebuilt the flow to match the research.
Being part of a project with multiple designers, we were able to review some research, UI screens and wire-framing that had already been started and realized that the prototype didn't match this work.
The existing design information provided was an accumulation of six different design teams.
Based on the brand book and style guide, we chose direct colors, typography, and elements to follow throughout the design process to solve this issue.
When we reviewed the original prototype, we found that it was clean and maintained basic features. However, it did not match the defined user flow and it felt rushed because too much of the design was unfinished.
We created clearly marked visuals and buttons to reflect our three problem statements:
As the project manager of the team, it was important to understand not only the Driver User, but also our Client. The client didn't understand the UX process however, it was our job to understand her needs. Some of the features she wanted in the app included:
!-Lave is targeting existing drivers who want to make more money in their free time, thus:
Our solution for tracking:
Listening to both the Driver and the Client we determined:
Additionally, we wanted to create a log for the customer, merchant, and driver so we developed:
We did not want the client to be faced with potential questions about engineering and development and so these issues were brought to her attention.
Issues which became evident with potential liability as an employer:
Possible Solution to Outsource with an online HR company
Drivers rely on the map reliability and visibility so a Clear Map is critical.
Possible Solutions with possible issues:
Drivers are concerned with making the most money in the least amount of time and we found that lack of communication results in loss of tips and bad reviews
Possible Solutions with possible issues:
As demonstrated in the research, drivers are primarily concerned with earning money.
Possible Solutions with possible issues: