Waterless Works

Waterless Works

Waterless Works is a start-up car washing company based in Malvern, run by a trio of local college-kids-turned-entrepreneurs, eschews soap and water for a plant-based cleaning solution, and donates money from each wash to communities in need. Serving the Greater Philadelphia Area including Bucks County, Delaware County, Montgomery County and Chester County. They were looking for and end to end solution for clients and employees.

Challenges & Opportunities

Target Users

Role

Product Manager, UX Architect

Industry

Automobile Service

Tools

Sketch / Illustrator, UXPin, Pencil & Paper

Devices

Smartphones & Tablets

Design Methodology

Design Thinking / User Centric

Goals & Outcomes

Simple Application:

To begin with a simple and easy to use application for both user types

Discoverability:

Categorized, grouped and placed each elements to match users mental modal

Check Status:

Users would be able to send and receive communication regarding the wash

Scalability:

Accounted for the scalability in anticipation of future requirements

Process

Contextual Interviews:

As part of the discovery phase I have done Contextual Interview sessions with users at their work environment. With a collaborative partnership, users helped me to understand WHAT their day-to-day activities and WHY some tasks were performed in certain ways.

Stakeholder Interviews:

This was a very kep step in the process to identify the product vision, business goals, learn about competitors, budget, schedule, if any technical constraints, customers and users, and defining success criteria.

Data Dictionary

Personas:

I created these representations based on user research and analysis. These real life representations is key to align product strategy and goals.

Waterless Works Personas

Affinity Diagrams:

To build empathy with users I have modeled an Affinity Diagram which helped to showcase the range of a problems, uncover similarity among problems that many customers face, and identify areas for future studies.

Affinity Diagram

User Journey Maps:

Created workflows of how the system works for user types. This helped in identifying phases in which there existed multiple problems. Helped in picking a design focus.

Customer Journeymap

Ideation:

In this phase I facilitated a team exercise to generate a lot of different design ideas in a short amount of time. A broad set of ideas, a very high-level flow for each persona and solutions to few challenges.

Highlevel Userflow Sketch

Information Architecture:

Logical next step in the process would be to define the Information Architecture which created a clear path for users, made the application easier to navigate and there by enhanced the user experience. Performed a quick open ended card sorting exercise with Users and Stakeholders. 

Card Sorting Exercise

Sketches:

Based on the direction from Ideation and Card Sorting exercises, I drew multiple detailed sketches that tackled the problems identified in the interview process and made the workflow a lot seamless.

Customer Userflow Sketch
Customer Userflow Sketch
Team Capitan Userflow Sketch
Team Capitan Userflow Sketch

Wireframes:

After sketching out the screens and flows a multiple times, I moved to wire-framing the applications. The benefits was quick turnaround time to incorporate changes and feedback.

Wireframe Customer
Wireframe Team Capitan

Interactive Prototype:

An interactive prototype was created. This helps to project ideas and interactions to all stakeholders. This also helped me in conducting a detailed Usability Testing.

Usability Testing:

Using the interactive prototype, I have validated the new product with various users and collected feedback. Based on all the feedback, I fine-tuned the prototype. Before starting the development phase I could plan Product Roadmap, create Epics and User Stories.

Visual Design:

Successfully developed a WW styleguide and established a Design System Language. Created mockups based on the DSL.

Today WW employees depends on telephone calls and paper to keep track of their schedules and appointments. Schedule slippage, missing appointments and coordinating & managing became major overhead. The opportunity I had was to empower all user types with a viable solution to schedule, track and communicate using a single platform.

Existing and new customers and WW Employees.

 
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