Cleaning Service App — UX Case Study


The Problem

The Opportunity

My Process

Crafting the Questions

The key theme for questions I asked Marc on our first interview.
  • Snowboarding, his favourite activity and learning more about his feelings on this.
  • Cleaning, to understand the scenario and difficulties that occur when he comes across it.

Interview Insights

Key findings from User Interviews

“Cleaning is just a pain if there was any way to avoid it that would be nice” — Marc

The Current Experience & Defining the Problem

Experience Map — Marc trying to get his property cleaned

Pain Points

  • It is daunting having to shop around to find a service
  • He has to call a few services until he can find one that is available at the time he wants them to come in.
  • Sometimes cleaners are early, late or do not show up at all. Not ideal.
  • Occasionally, they may arrive without the right equipment.
  • Payment through the phone is not convenient or time-effective.
4 Key User Needs

Solving the Problem

Problem Statement

Marc needs a way to clean properties conveniently because he has a busy schedule and short turnover time between tenants.

Moving onto Ideation

Storyboard — Marc’s Happy Path

Key Features include

  • A clear service preferences page to easily select details needed for the clean. Including the type of clean, number of rooms, equipment needed, any extras.
  • Service partners with star ratings to ensure quality
  • Tracker to check arrival time and duration of the job

The Solution

User Flow — Happy Path

User Flow — See & Do

Paper Prototype

Paper Prototype, left to right — menu bar, services, requirements, summary, tracking, add to cal pop-up, confirmation, keyboard, location, time

Usability Testing

Marc testing the paper prototype

Test Findings

  • Home screen’s tap and input order are unclear, a better visual hierarchy to guide the user would need to be explored
  • Regarding the services screen “Calling this ‘Equipments Required’ rather than ‘Equipmentsmakes more sense to me
  • Marc really appreciated the add to calendar and share features in the tracking screen as he would be able to organise his day and share information with his colleagues


  • The research process is so vital to addressing the problem! What would be the purpose of solving the wrong problem?!
  • I found conducting my interview with Marc a bit difficult at first as it was hard not to ask leading questions. However, I’ve learnt a few techniques along the way to improve, for example, allowing the user to describe the situation.
  • Crazy 8’s played a big role to help me think out of the box, adding time constraints pushed my limits and creativity.




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Kiki Wellenhofer

Kiki Wellenhofer

👩🏽‍💻 Product Designer →

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