Overview
ReadyRefresh is a Nestle-owned beverage delivery company that provides services in the United States. I designed features for their mobile app. In this project, I will go through my process of designing a Professional Cleaning Services feature that allows users of the ReadyRefresh mobile app to schedule and manage their cleaning appointments.
My Role: UX/UI Designer
Duration of designing this feature: 3 weeks
Team: 1 Designer (myself), 2 Product Managers, 4 developers, 1 Copywriter
Tools used: Figma
To comply with the non-disclosure agreement, I have changed some of the quantitative data and omitted some information in this case study. All information in this case study is my own and does not necessarily reflect the views of ReadyRefresh.
Opportunity
Nestle owns ReadyRefresh which provides beverage delivery services in the United States. The company also sells water dispensers and has found the opportunity that the customers would want to get their dispensers cleaned.
Goals
Business: To provide professional cleaning services to the ReadyRefresh customers.
User: To get the dispenser cleaned by professionals.
What I did
1) I collaborated with clients and product managers to gather requirements.
2) I designed several options for this feature considering technical constraints and conducted user testing.
3) I created dev ready file for the hand-off.
Results: The feature got launched on Aug 2, 2022. The team will be monitoring feedback closely on this feature for the next couple of months. I will update this section after receiving feedback from users on this feature.
Process
I started with gathering requirements from clients and product managers. After that, I explored various options for this feature and then handed off the finalized designs to the developers.
Understanding requirements
I collaborated with clients and product managers to understand the initial requirements and data about users. I later on connected with the development team as well to understand the technical limitations.
Business requirements
- The feature should let both one-time and recurring users schedule appointments.
- Users should be able to reschedule their appt. in the app.
- One-time appointments will be automatically marked as confirmed.
- Users who booked recurring appointments will have to confirm the appointment within 30 days of the appointment date.
- If the user doesn’t confirm, the company will reschedule the user’s appointment to the next available date.
- Dispenser cleaning services will be available on all purchased dispensers including those purchased on installment.
- Users like to get their dispensers cleaned every few months. The user should be provided with the frequency options of 3, 4, 6, and 12 months.
- User can only book appointments for one dispenser at a time.
- The design should be flexible enough to incorporate other scheduling services as well in the future.
- The feature should let both one-time and recurring users schedule appointments.
- Users should be able to reschedule their appt. in the app.
- One-time appointments will be automatically marked as confirmed.
- Users who booked recurring appointments will have to confirm the appointment within 30 days of the appointment date.
- If the user doesn’t confirm, the company will reschedule the user’s appointment to the next available date.
- Dispenser cleaning services will be available on all purchased dispensers including those purchased on installment.
- Users like to get their dispensers cleaned every few months. The user should be provided with the frequency options of 3, 4, 6, and 12 months.
- User can only book appointments for one dispenser at a time.
- The design should be flexible enough to incorporate other scheduling services as well in the future.
Limitations
- In phase 1, users won’t be able to cancel or skip the appointment through the app. They will have to contact Customer Support to do so.
- Users who have not set up a recurring account with ReadyRefresh can only set up one-time appointments.
- Recurring account users can either set up recurring or one-time appointments.
- In phase 1, users won’t be able to cancel or skip the appointment through the app. They will have to contact Customer Support to do so.
- Users who have not set up a recurring account with ReadyRefresh can only set up one-time appointments.
- Recurring account users can either set up recurring or one-time appointments.
Design Goals
1. To make it easy for people to schedule cleaning appointments.
2. To make it easy for people to view their appointments.
3. Make the design flexible enough to incorporate other services as well in the future.
User Flow
I created various user flows to understand how the user would interact with multiple screens to schedule and manage the cleaning appointments. Below is the final flow. In this flow, I have added a new section on the Account screen as well as on the home screen, which is My equipment. Here the user can see all his equipment and the details related to his equipment as well as the option to book or view scheduled cleaning appointments.
I created various user flows to understand how the user would interact with multiple screens to schedule and manage the cleaning appointments. Below is the final flow. In this flow, I have added a new section on the Account screen as well as on the home screen, which is My equipment. Here the user can see all his equipment and the details related to his equipment as well as the option to book or view scheduled cleaning appointments.
Under My equipment, I also added a section to view all appointments altogether instead of seeing appointments dispenser-wise.
If the user has bought any dispenser on installment, he can view all his contracts as well from my equipment section.
Image from ReadyRefresh
Explorations
I explored various options for entry points, schedule cleansing flow, and appointment details screen from where users can manage cleaning appointments
Entry point 1: Account >My Equipment
Explorations
Schedule Cleaning and Manage Appointment
Explorations
Entry Point 2: Home Screen
Explorations
Results
The feature got launched on Aug 2, 2022. The team will be monitoring feedback closely on this feature for the next couple of months. I will update this section after receiving feedback from users on this feature.
Nest Steps
In the next phases, it would be good to add a few things to this feature:
1. Adding a benefits section of professional cleaning services to let users know exactly what they can get out of this service. We didn't do it in the first phase as we wanted to get the basic functionality in there first. Also, currently, we have various ways to communicate this to the users such as email, and website. However, it would be good to have it in the app as well.
2. It would be good to have a description of professional cleaning services on the Product Details page as well for dispensers. So that when users are viewing dispenser details before purchasing, it would be good for them to understand that they can also receive cleaning services for that dispenser.
1. Adding a benefits section of professional cleaning services to let users know exactly what they can get out of this service. We didn't do it in the first phase as we wanted to get the basic functionality in there first. Also, currently, we have various ways to communicate this to the users such as email, and website. However, it would be good to have it in the app as well.
2. It would be good to have a description of professional cleaning services on the Product Details page as well for dispensers. So that when users are viewing dispenser details before purchasing, it would be good for them to understand that they can also receive cleaning services for that dispenser.
