Maid App.
Cleaning Service.
Revolutionising help for bustling
city life.
Info
The Maid App, provide Cleaning Services, was created to assist people of Hong Kong with juggling their bustling city life. Provides general and specialised cleaning services. Sometimes time is money!
Prototype
Please play around
Helpers in need!
Do you know how many Hong Kong households rely on domestic helpers?
Statistic
Based on a 2021 Thematic Household Survey* by HK government , stated that around 355 700 households were employing domestic helpers at the time of enumeration, representing 13.4% of all households.
Among those households, 28 200 households (7.9%) were employing local domestic helpers, while 327 700 households (92.2%) were employing foreign domestic helpers.
Among households with elderly persons aged 60 and over, 11.9% of them were employing domestic helpers. As for households with children aged 12 and below, 32.5% were employing domestic helpers.
Research shown that all foreign domestic helpers were admitted to Hong Kong to provide domestic service on a full-time basis, while nearly all of the local domestic helpers were working on a part-time basis.
This UI/UX project aims to explore strategies to maximize the needs of part-time cleaning service in Hong Kong and develop a highly functional platform to facilitate the need of part- time cleaning service.
*Research conducted by https://www.info.gov.hk/gia/general/2021
Problem Statement
Optimizing the capabilities of One-Click cleaning services.
How can we create an intuitive and user-friendly UI design for clients in search of efficient and high-quality cleaning services?
How can we establish fair and unbiased platform that caters to the demands of both clients and helpers? What strategies can be implemented to the design?
Objective
Our objectives is to create a flow that encourages both clients and helpers to utilize the application for the cleaning services.
Focus
Our focus is on developing a streamlined process that enables clients to procure the necessary cleaning services. Additionally, we seek to establish avenues for individuals interested in providing their cleaning services to connect with potential clientele.
Design Process
This project is a 4 Weeks production. Our approach is to carry out Q&A session with client, conduct Qualitative Research, define goals and users' pain points, use insights from research to set out user flows, therefore create a set of UI Design.
Research
The Process
An overview of the process of our research
Competitors Analysis
We conduct research on competitors & identify 3 most popular platforms in Hong Kong. We found that all platforms had a very big helpers & clients database
Helper Place
- 4.8/5 customers satisfaction
- 260,000 + users
- provide a fair recruitment environment
- domestic helpers & drivers' options
Helper Library
- provides: Domestic helper, part-time cleaner, driver, maternity specialist, babysitter.
- 24/7 operate
- wide database on local & overseas helpers
Helper Choices
- simple UI easy to use
- 20,000 helpers database
- 75,000 clients order service
- provides weekly/monthly packages cleaning deals
Interviews Questions
Targeted questions
Demographics
Participant: 6
Age group: 38-65
Occupations: Bankers, Lawyers, Housewife, Retired civil servant, Teachers.
Qualitative Research
We carry out Qualitative Research and focus on 3 main point:
- Users' expectation on cleaning service
- User preference and pain points on ordering a service
- Safety Concerns
- Feedback & Suggestions
Highlighted Questions
- What are the reasons they need a part-time help?
- What is their expectation of a good cleaning service?
- What factors encourage them to make a booking?
- What are their biggest concern when hiring a part-time helper?
Affinity Mapping
We summarised all information from the interviews
Key Findings
We summarised all key findings from the Interviewers
User care the most in cleaning service
- Helpers selected by company carefully
- During cleaning, helper listen to instructions & follow through
- Price is the prior consideration, will choose the best deal
Factors Encourage them to make a booking
- Promotion Codes & Coupons
- Reviews & suggestions of helpers
- Easy to choose cleaning types & easy checkout
Reason for choosing (competitors)
platforms
- A large database, lots of helpers' options
- Recommended by friends & family
- Fast response & good customer services
Suggestions & Feedback
- Review & ratings are very important & will affect their decision on choosing a helper
- Tend to give up making an order when the options are too complicated
- Suggest a section to show the cleaning details for each options
Opportunities
We identify the potential opportunities that can enhance the design
- How can we strategize the hierarchy of cleaning services' options to enhance user navigation efficiency?
- How can we develop an intuitive UI to facilitate easy access to specific information such as (promo codes & cleaning details)?
How can we implement a seamless & impartial platform to ensure satisfaction for both clients & helpers throughout the cleaning service?
How can we improve safety protocols during a cleaning service to establish credibility with clients?
Empathy Map.User Journey Map
Identify key audience segments and potential journey
Pain Points
Identify the critical pain points experienced by users
1
Individuals are actively seeking the most competitive deals and superior discount offers
2
Assistants frequently arrive tardy for appointments or fail to attend, struggling to uphold their cleaning standards
3
Assistants frequently arrive tardy for appointments or fail to attend, struggling to uphold their cleaning standards
4
Concern regarding the misplacement of personal possessions
Solutions
Identify the critical pain points experienced by users
1
Utilizing promotion codes and coupons on the homepage can enhance the user experience.
2
Incorporating reviews and ratings section will foster a sense of trust and confidence within the community
3
Streamlining and organizing cleaning options will facilitate user navigation,
improve overall app usability
4
Implementing safety protocols such as QR code scanning can significantly enhance the trustworthiness of both parties involved
Ideations
Information Architecture
Sitemap was created to visualize layout & content of the app
We identify 3 main sectors:
- User sign up & verification
- Client Interface (home, Credit, Journey, Profile)
- Helper Interface (Home, Progress, Job, profile)
I also identify 2 main cleaning options: General Cleaning & Specialise Cleaning
User Flow.Client
I identify 4 main steps:
- User wants a cleaning service immediately
- User wants to reserve a cleaning service later
- User wants to rebook pervious helper
- User wants to collect points and promo codes
Task Flow.Clients
I created high-fidelity wireframes for both clients and helpers interface on the app
Task Flow.Helpers
Design System
I offer branding design for the app:
Maihe (maid & helper), created a cozy and welcoming icon to identify the brand.
Blue serves as the primary color in our design scheme, creating a cohesive look across the UI. Buttons, icons, and forms are all crafted to deliver a user-friendly and uncomplicated experience.
Responsive UI.Clients
Here is the finalized UI design, showcasing the user navigation experience within the applications and the process of ordering a cleaning service
Registration and OTP verification process: Users have the option to sign up as clients or helpers, and can verify their account through either phone number or email address. Upon receiving the OTP code, users can enter it to proceed to the homepage.
The homepage will feature a user-friendly interface with a location bar for input, allowing customers to easily request immediate or scheduled cleaning services. Detailed information about our cleaning services and promotional codes will also be provided.
Points earning system enables users to accumulate points that can be redeemed for cash when making bookings. As an incentive, we recommend offering new users 500 points (equivalent to $10 cash) for their first booking to encourage them to place an order.
Upon selecting the 'location bar', users will be prompted to input their current locations. The system will then proceed to process the request and endeavor to locate a nearby available helper.
Upon completing the payment process, users will have access to a real-time tracking page to monitor the location of the assigned helper. Both parties will scan a QR code at the beginning and end of the cleaning service to confirm completion and provide feedback through ratings and comments.
Usability Testing. Design Iteration
Participants: 5 , Age group: 33-48, Hong Kong citizens
Users' Pain Point
Displaying cleaning tips on the homepage to demonstrate the company's professionalism.
Solution
Displaying cleaning tips on the homepage to demonstrate the company's professionalism.
Before
Alignments of the cleaning types: users feel more comfortable if choosing options align on the right side.
After
Alignments of the cleaning types: users feel more comfortable if choosing options align on the right side.
After
Promo codes and plan packages icon should make obvious.
Before
Promo codes and plan packages icon should make obvious.
Before
Upon the arrival of helpers, interviewers suggest implementing a feature in the app to prompt them with a reminder to scan QR code for safety protocols.
After
Upon the arrival of helpers, interviewers suggest implementing a feature in the app to prompt them with a reminder to scan QR code for safety protocols.
Reflections
Analysis of areas for enhancement and suggested improvements
Biggest Challenges
- One notable difficulty was devising a user interface that effectively catered to the distinct needs of both our clients, who avail of the service, and our helpers, who render the service.
- Personally, I believe that allocating more time to enhancing user experience for helper would have been beneficial.
Lesson Learnt
- It is imperative to provide users with the option to modify their ratings or decisions, underscoring the importance of flexibility in the feedback process.
- Additionally, a critical concern that arose was ensuring enhanced security measures to safeguard the interests of both client and helpers. Establishing a foundation of trust is paramount, as it significantly influences the volume of orders received.
Solution 1
To allow both sides to cancel the job.
As we designed and understood the project more, we found a few points to suggest in order to enhance the overall experience:
- In case the maid does a double booking.
- Allow clients to have the option to see other helpers that are closer in distance if the business design is a first come first serve approach.
Solution 2
To allow both sides to transfer points to each others
- We design the point earn system where both clients and helpers can gain points after either made an order or provided a services.
- We also think it would be a good idea for them to be able to transfer points to each others, by doing so, it could build bonds and therefore increase the chance of clients rebook a service and also improve workers retention.
Solution 3
Fix a certain no. of cleaning services, allow flexibility
- So if there are any further cleaning services requested during the job, they can alter the services provided as an end result and the helper can also have the opportunity to earn more with the client.
- If there are extra spots to clean that the client wants the helper to do, they can flexibly change or add the services and see the end price they have to pay up.