2024 Instant - case study
UI/UX design high-fidelity prototype
3 weeks Hong Kong
designing an easy and trustworthy app that provides on-demand cleaning services
backgroundInstant - on-demand maid app
The maid app, Instant, provides convenient and reliable cleaning services for both home and offices. Customers can hire maids for various cleaning tasks. The app should be a seamless platform that connects customers to skilled and trustworthy maids, providing a hassle-free solution to ongoing cleaning needs of individuals and businesses. Both the client side and the cleaner side are in one app.
create an app for both customers and maids that can connect them to each other efficiently
There are requirements outlined by the client that we had to keep in mind:
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Users are unable to select who will perform the cleaning service, they will be auto-assigned based on availability and proximity
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Pricing will be based on type of service, distance, and service duration
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There are only two main services so far - home cleaning and office cleaning
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Add-ons can only be included in the main services
- QR codes are used for service verification
project goalsWhile the client had existing ideas on what features the app should include, I narrowed down Instant’s product goals into 5 main categories:
Quality Assurance
Customers need to feel that the services they will receive are professional and of high quality
Customers need to feel that the services they will receive are professional and of high quality
Customization
Services provided should be customizable where they are tailored to customers’ specific needs
Services provided should be customizable where they are tailored to customers’ specific needs
Convenience
The app should be convenient to use so that customers can save time on looking for external cleaning services and maids can easily find jobs nearby
The app should be convenient to use so that customers can save time on looking for external cleaning services and maids can easily find jobs nearby
Flexible Scheduling
Customers should have the flexibility to schedule cleaning services at their preferred dates and times, catering to their unique schedules and requirements
Customers should have the flexibility to schedule cleaning services at their preferred dates and times, catering to their unique schedules and requirements
Transparent Pricing
The app ensures that customers are aware of the cost of services upfront, eliminating any surprises or hidden charges. Maids will be able to see exactly what they earn for each job
The app ensures that customers are aware of the cost of services upfront, eliminating any surprises or hidden charges. Maids will be able to see exactly what they earn for each job
research and insightswhat are the standards for on-demand service provider apps?
In addition to existing competitor analysis in Hong Kong provided by the client, we conducted further research into existing cleaning service apps from around the world.
- Cleaners can be rehired for a new service
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Users can add additional services to booking
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Users can browse maid profiles and pick who to provide the service
- Users can choose type of cleaning service
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Users can choose type of cleaning service
- In-app messaging with maid
- Additional services can be added
- Users can browse maid profiles and pick who to provide the service
Main Insights
- All apps included real-time tracking of the cleaning job
- 3/5 apps use ratings and reviews to build user trust in the service
- 4/5 apps include additional services to cleaning jobs
- 5/5 apps offer services only during standard working hours
developmenthow might we provide customizable services that users can access quickly and easily?
We combined our product goals and competitor analysis with the existing main app features as outlined by the client to create a sitemap. We created user personas to guide us in decision-making.
How do we provide solutions to address the problems of accessibility for both customers and cleaners?
key app features based on the 5 main goals
With the personas and solutions in mind, we had a focal user flow that built the foundation of the app’s information architecture. As we narrowed down the features, we had to think about how users will be able to access and use them to create the sitemap. What were the central pages that users can navigate through? What would be the navigation style? What if they did not have an account yet, but wanted to see what the app had to offer?
key sitemap flows
Kate needs to find a cleaner as soon as possible to deal with the paint stains in her house. She does not have an existing account with Instant and is opening the app for the first time ever.
Kate is in a rush - she wants quickly find out if Instant will give her what she needs.
Mandy is a new employee of Instant, and needs to complete her account registration before accepting her first job.
Initial flow from opening the app to the employee homepage
We want to verify Mandy’s identity before she is able to access the app. However, this process should be easy to complete so that she can get started as soon as possible.
As we narrowed down the features, we had to think about how users will be able to access and use them to create the sitemap. What were the main pages that users can navigate through? What would be the navigation style? What if they did not have an account yet, but wanted to see what the app had to offer?
view sitemap on FigJam
wireframes and prototype
With our sitemap and additional user flows provided by the client, we began creating wireframes. We first started the frames for the pages required our two main tasks:
We nailed down our designs with efficiency in mind. Both employees and employers should be able to access the most necessary actions from their homepage to complete the two aforementioned goals.
Kate, as an employer, should be able to see what services are available to her and quickly start a booking before being prompted to create an account. Mandy, as an employee, can quickly register an account and start accepting jobs available to her nearby. Interaction between Kate and Mandy will be required via the QR code to verify that the job has started and ended.