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A mobile app for an all-inclusive, exclusive, high-end laundry & dry-cleaning service, that focuses on its processing transparency, accountability and ease of transaction.
Overview
JEEVES is a luxury dry cleaning, laundry, and leather restoration company — that focuses on high-quality clothing, meticulous fabric care, etc.
Objective
To create mobile app, to improve their customer service and brand loyalty engagement.
Role
Product Designer
Tools
Figma, Figjam, Notion, Miro
Project Background
JEEVES has established its place in the industry, however, some of its systems are still manually operated.
A mobile app would be a great investment to create a centralized, seamless ecosystem. This is extremely beneficial moving forward as it will keep track of orders, as well as past transactions – reducing claims/complaints.
Challenges
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Reduce cash payments to virtual accounts, debit/credit cards, and e-wallets
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Esp. manual transfers
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New policies, terms & conditions that customers might not be updated/aware of
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Inconsistent ready date at store and ready to-be-delivered-to-store
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In-process items canceled
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Customers using different names or phone numbers from the database, resetting any customized requests
Competitive Analysis
Colorwash trademark as a part of their service.
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Using German technology in their processing method.
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Focuses on white color treatment.
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Lack of response when it comes to handling complaints.
More in the affordable
price range.
Cleaning subscription program for regular items.
Inconsistent opening hours on the weekend.
Untimely ready time and date.
Lack of response when it comes to handling complaints
Still within the affordable price range for majority of the customers
Fast cleaning process
Located in strategic places
Ready at store at a timely manner
Inconsistent pricing by the staff
User Interview Summary
Pain Points
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Reduce customer contact to customer service for FAQs, specifically for item confirmation, payment, tracking order, and pick-up requests
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Inform customers of updated policies, storage fees, pending items, etc.
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Identifying invoice-specific cases instead of using manual checks; reducing scrolling
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Customers to understand the consequences of processing fragile items; that might be damaged
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Customers demand to cancel items after the confirmation process
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Segregated transfer manual payments
Goals
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To fulfill personalized requests as much as possible
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To create centralized information for payments and ready item
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To reduce waiting time in-store by live tracking “busy hours” and spread out customer visits to less busy hours
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To educate customers on after-care, types of stains, fabric care, etc.
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To improve accountability on pick-up & delivery services; scheduling, routes, etc.
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To reduce third-party intrusion
Affinity Map
Meet The Personas
I’ve been working in the Operations Department and one thing I’ve learned is there are always certain standards that need to be met. I’m rigorous when it comes to quality service. I need to know that whatever I’m using has an outstanding reputation in the process — helps me worry less knowing that everything is in good hands.
London, United Kingdom
Motivations
I value efficiency when it comes to working. I try to fill my free time to read the news and be updated.
I would like to make sure I’m presentable at all times. I have to meet clients and be in meetings most days.
I need my suits to look sharp and if I have to pay more attention to that; I will.
Behaviors
I try to make the most of my days, and finish earlier if I can.
I’m careful when it comes to trying to new things, even when others might say good things about it.
I know what works for me and I tend to stick with that I know.
Goals
To feel at ease when it comes to washing my suits, knowing its being taken care of.
To know when my clothes are ready for pick-up.
To have access in doing payments beforehand.
I’ve been going back and forth between Jakarta and Singapore to launch my new company in Asia Pacific. My days are jam-packed and when I do have time off; I focus on myself. I’m ambitious and highly organized since I don’t have set working hours. I’m currently living in Jakarta, trying to grow my home team.
Jakarta, Indonesia
Motivations
I value high-quality results, willing to spend a little more if it is good.
I try to be as flexible as possible, you never know when an opportunity might present itself.
I need to be able to keep track of any progress made, it’s a habit that started when I began this business.
Behaviors
I’m very updated with trends, if there is anything new that can help me be more efficient and productive; I’d explore it.
I usually have a schedule as much as I can stick to it, and bring a little bit of sanity to my crazy schedule.
I’m the type of person who has a strong sense of like and dislike of things.
Goals
To find a dry clean service that is known for its high end services with impeccable results.
To be able to track when my clothes are ready, so I can plan my outfit.
To be able to rest and relax during my time off and I’m notified when my clothes are ready.
Sitemap
User Flow
Brand Identity
Logo
Color Palette
Buttons
Icons
Typography
Components
Low Fidelity Prototype
Dashboard
User Profile
Track Order
Time Selection for Pick-up Requests
Delivery Request
High Fidelity Prototype
Feature I — Action Required for Process Confirmation
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This feature is to increase customers' involvement in the decision-making process.
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If an item has a condition, they have the option to continue the process after understanding the predicted result or they can cancel their items.
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This also reduces unnecessary back-and-forth conversations with the Customer Service Team for a faster process and quick update.
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Reduce miscommunication and delayed actions after confirmation.
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High Fidelity Prototype
Feature II — Membership & Benefits
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The membership page keeps track of the customers' spending and points accumulation.
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Spending — to inform how much more they would have to spend to reach the next membership tier.
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Points — available for redemption or as a payment option during checkout.
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Ongoing promos and benefits can be viewed, along with each of its duration and rules of usage.
Feature III — Payment Options
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Invoice(s) can be paid through the app by selecting an invoice(s) they would like to pay and summarizing before the completing payment.
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​The payment options vary from Credit Card, Virtual Account, and local E-Wallets to ease and speed up the payment process.
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All paid and unpaid invoices are categorized, available to be exported, and shared in the form of a PDF file.
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High Fidelity Prototype
Feature IV — Pick-up Request
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Pick-up and delivery requests are much more accountable with improved transparency for both the customers and the company.
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Customers can select a few time slots when they are available for the Pick-up & Delivery Team to visit.
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Pick-up & Delivery team can select a time slot provided by the customers and confirm a time slot that follows their daily schedule and routes.
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Additionally, reducing the back-and-forth chat between Customer Service, Pick-up & Delivery Team, and the customer, which is usually either delayed or unanswered.
Usability Testing Results
Worked
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Pick-up and delivery flow is as expected, the time slot selection will give the customer a sense of more control
Tracking orders for confirmation helps the customer team and customers communicate the item’s condition; a chat option is available if needed
Change
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To add the current process stage in the quick view under recent activities
To add/differentiate the points and total transaction accumulated
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To add storage fee and how it will be reminded before an invoice is charged
Questions
Ideas
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How would the customers keep track of their assistant if they dropped their items under a different name?
Would the customers be able to communicate with the pick-up and delivery team if needed? Or vice versa?
How to ensure, even with the disclaimers, customers don’t go against the policies?
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Add a gamification feature to engage with customers - they can collect additional points
Collaborate with other vendors where they can redeem their points as vouchers there
Referral code for loyal customers and get significant points to invite them to download the app
Next Steps
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Collaborate with other vendors to redeem collected points as vouchers.
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Complete onboarding steps for new members and sync up accounts with existing customers.
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Gamification as an education tool for our processes and available services, as an additional way to collect points.
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To create a separate platform for the pick-up & delivery team to accept and coordinate requests.
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Referral code or JEEVES Special Invite to download the app with a reward when the app is launched.
Key Takeaways
Put yourself in their shoes
Things that seems simple viewed from one side may be complicated and lengthy in actuality. This project’s goal was to create a centralized communication in regards to the company’s services, membership, payments, and tracking.
Simple Call-To-Action Vocabularies
Keep the wording throughout the app simple and universal as possible. This is to reduce any misunderstanding between customers and the company. Using human language provides a sense of ownership, such as “Confirm” to “Yes, I Confirm.
The Importance of Transparency
All of the features are designed to provide transparency to the customers, and it brings instant information of their status and processes. All conversations are recorded and The Bot will answer FAQs.
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