Mobile app design for a moving company
My prototype focused on improving the inventory upload flow.
Project summary
Mylo’s goal is to increase transparency for consumers. Their app lets users choose which type of storage they need, select options for pickup, and document their items with photos.
My research team worked with Mylo to help them better understand how they could make their mobile app more intuitive. For this project, we used contextual inquiry to understand how prospective customers as well as people with experience working for traditional moving companies would use this platform.
Individually, I designed solutions based on this feedback that centered around improving the inventory upload process.
My role
During the research phase, my role was conduct a cognitive walkthrough of the current experience and to moderate the contextual inquiry for our service provider. In addition, I was responsible for designing wireframes, creating a clickable prototype, and creating a design system for Mylo’s mobile app.
Client
Mylo
User
Customers moving (to storage or new home) and service providers (i.e. Movers)
Methods & Tools
Cognitive walkthrough, Contextual inquiry, Digital prototyping, Sketch, InVision, Google Meet
Cognitive walkthrough
Goal
Understand where our focus should be in user interviews
Findings
Many of the usability issues were around mental models and using unfamiliar patterns and icons. Other issues were around feedback and mapping, though some of this was due to the prototype having limited functionality.
Contextual inquiry conducted over Google Meet
Goal
Understand the environment users would be using the app in and get to understand their needs, constraints and attitude in that moment.
Findings
Users really loved the concept of Mylo, but were tripped up, as we had been, during certain flows of the app. The inventory upload flow and general item documentation seemed to be the biggest opportunity.
Moderating contextual inquiry remotely with a mover.
Findings and sketched wireframes
In this scenario, the customer has to take inventory of what they’re planning to move. They’ll be asked to document their items and sort them into collections (formerly called “galleries”).
Process
I summarized the findings by customer and service provider. Then, I sketched out prototypes and scenarios for key flows.
Key features
The user would be able to
Create collections that contain individual items (furniture or boxes).
Quickly categorize collections
Record the condition, weight, and durability of items as well as provide photos and any other special notes.
Tools
InVision Freehand, Google docs
Digital prototype
I provided the client with an InVision prototype with a built-in tour detailing the recommended improvements and providing a scenario to illustrate how new users would use these features.
Throughout the tour, I added detail about why features were chosen.
Tools
Sketch, Craft, InVision
Design system
Finally, I produced a design system that Mylo could use to expand on my prototype with consistent styles. I based this app design system on Mylo’s brand guidelines as well as known mobile app conventions.
Tools
Sketch
