Molly Maid

I was the designer, prototyper, and project manager for an end-to-end interaction design project for Molly Maid, a home cleaning service whose executives were looking to build an iPad app to increase sales closing rates.

Molly Maid prototype screenshots

Project Background

My team was approached to design an iPad app for their in-home estimation staff that would automatically calculate estimates, standardize the estimation process, and create opportunities to display additional marketing materials and close higher sales.

Molly Maid prototype screenshots

Initial Research

As project manager, I led my team in identifying and interviewing stakeholders, from whom we gained a deeper understanding of: the in-home estimation workflow; how the business worked; what the sales issues were; and how prospects might react to an iPad in their homes.

We also conducted a competitive analysis to learn what competitors were using, and studied iPad apps that offered similar functionality — including task management, note-taking, calculation, and communication. This helped us understand what worked well and what to avoid in the app’s design.

Wireframes

Iterating on the Design

We compiled use cases to identify the principal features of the estimation process and detailed the interactions that were the basis for our UI designs. We continued to receive new information from our clients and stakeholders, some of which radically altered the new estimation workflow that I was designing. The wireframes ultimately went through six major (and several more minor) revisions before being finalized as a high-fidelity blueprint for the prototype.

Prototype

I managed the prototype design and implementation using Adobe Fireworks and the Touch Application Prototypes framework. I designed the layout and elements for about a quarter of the 80+ screens used in the prototype and ensured the interface consistency (UI elements, type, layout, etc.) across all screens designed by my teammates.

iPad prototype

Usability Testing & Validation

We recruited five users to test the prototype and provide feedback on the experience of using it. After conducting the usability sessions, it was clear the prototype was successful overall; however, some more minor, but still important, functions were not immediately clear to the users. We analyzed the feedback and provided the client with a set of recommendations to accompany the final prototype to pass along to their developers.

Results

After hundreds of hours of interviewing and iterating on designs, we were able to witness the client’s reaction: it was overwhelmingly positive, with feedback stating that working with us was “an exceptional experience,” how it “was amazing how [we] took the lead in gathering all of the information,” and that we “created a simplified, solid foundational tool that is the core of [their] estimation process.” They informed us that they intended to develop their new in-home estimation app based on our prototype.