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Capitalize On Your Time: Civic Suds
3 UX Designers
Civic Suds is looking to bring learning and opportunity to folks who rely on laundromats regularly to wash their clothes. The startup proposes that bringing training partners into that space will enable customers to capitalize on their time and learn about topics that will help them and the community grow.
Civic Suds reached out to us to design a efficient way to:
Allow laundromat users to access information about the locations and events on the Civic Suds website and sign up in advance
Allow community partners to review openings and reach out to the team about leading an event
We would design a quick and easy to understand scheduling system for both residents and community partners to facilitate a better experience for educational, personal, and professional growth.
The UX Process
We first sent out a screener survey to find user interview participants and gain quantitative insight on how we should approach our project. From the survey, we found out that a majority of people will or might attend a laundromat event and do not enjoy doing laundry. Additionally, because a majority do laundry 1-2hrs/week, we could organize the specific events on the website to 1-2hr events per week.
13 interviews | 8 regular users | 5 irregular users | Virtual & In-Person
We were able to select laundromat users to interview from our previous screener survey. From the user interviews, we pulled direct quotes from the interviewees to create “I” statements in order to personalize their pain points, needs and wants.
Although we received about 40 survey responses only a few agreed to be interviewed, therefore my teammates and I went to our nearest laundromats to recruit more people and conduct a field study as well. Below are images I took at my local laundromat to document observations I saw while waiting for my laundry.
Business & SWOT Analysis
In order to understand the laundromat business and competition, we created a SWOT analysis and highlighted opportunities to help Civic Suds stand out from its competitors.
Based on the initial user research, we created a persona around the targeted audience of Civic Suds.
Laundromat users feel like they waste a lot of time at the laundromat while waiting for their laundry. This affects their schedule, mood, interests, and motivations. How might we allow users to have a more valuable or memorable experience at the laundromat?
If we implement a scheduling system not only for classes/events but also for reserving laundry machines and computers, then adults and children can conveniently plan a time to wash their laundry and participate in classes offered at that time to eliminate possible wait times.
Using the persona in mind, we conducted a design studio which is a quick and efficient way to illustrate our ideas and identify features we want to include in our design. From this exercise we were able to make iterations to make a final sketch and create a user flow in order to help guide us in creating low-fidelity prototypes in Axure.
Low Fidelity Prototype
Using the sketches and user flows as a guide, our team used Axure to create low-fidelity prototypes of Civic Suds website. Below are the annotated key features and flows of the website.
We were able to test our prototypes on people that participated in our user interviews. Using UserZoomGo and Zoom, we were able to conduct both moderated and unmoderated usability tests to address areas of confusion within our prototype. Here are our key takeaways from the usability tests.
Introducing Civic Suds
We were able to make iterations based on the usability testing responses and create a high-fidelity desktop and mobile prototype of Civic Suds.
In order to offer a solution to the main problem, we’ve incorporated a scheduling system to avoid having to wait, a request form and scheduling calendar for community partners, and a rewards system incentive within our prototype.
Next steps of our project include more usability tests and iterations on our design. Overall, this project was a great learning experience both on Axure and working as a team.
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