Laundria: Simplifying Laundry Services with Two Tailored Apps for Users and Laundries

The Challenge

Finding reliable and convenient laundry services can be a frustrating process. Customers face issues like lack of transparency in pricing, inconsistent service quality, and the inconvenience of managing pickups and deliveries. Laundria set out to solve these problems by creating a streamlined, user-friendly platform for scheduling laundry services and improving the overall customer experience.

The Discovery

We conducted a competitive audit, user surveys, and persona development to better understand customer pain points. The research revealed key needs: transparent pricing, faster service turnaround, and easier tracking of laundry orders. These insights informed the creation of two distinct apps—one for users to book services and another for laundries to manage orders efficiently, ensuring a seamless experience on both ends.

Competitive Audit

To position Laundria effectively in the market, we conducted a competitive audit of existing laundry service platforms. We evaluated both local and international competitors, focusing on key features such as ease of use, pricing transparency, service quality, and customer convenience. The audit revealed gaps in customer experience that Laundria could fill, such as providing more reliable pickup/delivery scheduling and a smoother booking process.

These insights helped shape Laundria's strategy for both the user and laundry management apps. Additionally, insights from my Medium article on competitive audits helped shape our analysis and strategy for Laundria.

Survey

To gain direct insights from users, we conducted a survey that focused on their laundry habits, pain points, and expectations for a digital laundry service. The feedback from this survey helped shape the features and functionality of the Laundria platform.

Persona Definition

Based on our research, we developed two primary personas that guided the design of Laundria:

1. The Busy Professional (User App Persona):
   A working individual who values convenience and efficiency. They need an easy-to-use app for scheduling laundry pickups and deliveries without having to worry about transparency or service quality. Their focus is on saving time and having seamless access to laundry services.
2. The Laundry Owner (Laundry App Persona):
   A business owner looking for an efficient way to manage orders and track service quality. Their goal is to grow their business while maintaining high service standards.

These personas ensured that both user types were at the heart of every design decision made for Laundria.

Key User Flows

To ensure a smooth experience for both customers and laundries, we developed essential user flows that cover all key interactions. This includes the signup process, placing an order, generating invoices, and managing laundry orders. Each flow was designed to be intuitive and efficient, minimizing friction at every stage of the user journey. Below are the key user flows that highlight how customers and laundries interact with the Laundria platform.