Laundry Online Order Service

Objective

Improve the experience of ordering laundry services online for a NYC based laundromat looking to digitize their customer service process.

Solution

I proposed a fully updated order form, with a step by step flow. Users can see their progress and know exactly how many parts are left. By simplifying the form to include only the most common and necessary requests, ordering laundry is made as clear and quick as possible.

Team

Designer (me)

My Responsibilities

Research
Prototyping
Final Designs

Research the problem

By interviewing 1 laundry professional and 2 people who regularly use delivery laundry services, I was able to map out pain points and goals of both the customers and the service providers.

Wireframing

Understanding the flow of ordering laundry service, and all the details the service providers need to successfully do their job was crucial in being able to strip down the form to the bare necessities. The form needed to be fast and efficient for both sides of the party.

However, there was lots to fill out. Form the type of service you needed, to your pickup and drop-off address, to payment information. How could I build the form in a way that makes cart-abandon rates as low as possible?

Final solution

The final form was split into four steps. Starting from the top with the easiest possible questions, customers could pick their service type. The next questions would be custom to their needs, making sure each customer is only answering questions relevant to them. If I’m ordering wash and fold laundry, I don’t need to see questions about dry cleaning! Starting with their laundry needs will also make the customer more invested, and hopefully keep them around until they finish filling out the rest of the order.

The next steps, from address input, to account creation, and finally payment, is all split into separate screens with a progress indicator at the bottom. This makes the robust form feel less intimidating to fill out, as you continuously see yourself progressing.