Hemfrid Customer App
01The project
Hemfrid, the home services company for which the mobile app was developed, is the largest of its kind in Sweden. With a reputation for reliability and excellence in service, the organization has established itself as a leader in the cleaning industry. Despite their success, our client is constantly receiving a lot of negative feedback about their existing customer-facing application, which prompted them to commission a redesign.
Through careful research, wireframing, and prototyping, our Design Team created a new digital product that meets the needs of both the cleaning company and its customers.
customer
Hemfrid
Service
Product design
UX/UI design
App development
Quality Assurance
Backend and API’s
Technology & Tools
React Native
NestJS
Figma
UseBerry
02Prototyping & usability testing
During the wireframe stage, our design team regularly conducted usability tests to evaluate and enhance user flows. We created a prototype, which was later used to observe user paths and generate heatmaps with the help of specialized tools. With this data, our team iterated on the designs before moving on to create the final interface design.
03New & improved features
A highlight of new and improved features that have transformed our app and elevated the user experience to new heights. With sleek layouts, fluid animations, and user-friendly navigation, interacting with the app has become a lot more enjoyable. Let's dive in!
Duration
Oct 22’ - now
Team
12
members
Hands-on preview: Try out the app in Guest Mode
Improved Guest Mode allows new and potential customers to explore the app's functionality before signing any contract, purchasing a subscription or creating an account. This enables users to preview the app and ensure it meets their expectations and has a features that will serve them on a daily basis. All this, to allow the user to make an informed decision.
Additionally our design team in cooperation with Product Owners made the decision to reimagine the “Home” tab enriching it with informative articles designed to inspire users and offer valuable insights on home cleaning and organisation. To reflect the content present on this tab we also decided to rename it which resulted in creation of “Discover” tab. For users who are logged in, the Discover tab features convenient cards displaying information about upcoming scheduled events. We wanted to ensure quick and easy to locate preview as soon as users open the app. “Discover” marks a significant improvement compared to the app's previous “Home” tab version, including opportunities beyond just managing cleaning appointments.
Explore services - reimagined
In the previous app version, the "Book Service" tab received feedback indicating that it lacked visual appeal and failed to encourage users to browse and book the available services. The specific issues highlighted were related to the layout of the overview screens, where text overlaid on images created accessibility challenges, and information was split-up across multiple screens.
To address these concerns comprehensively, we initiated a complete redesign of this app section. Working closely with our marketing team, we sourced clean and high-quality images, which contributed to presenting users with a cohesive and visually appealing overview of all the available services.
A vital component of this redesigned screen is the ZIP code banner, allowing users to select the area they wish to explore services for. By default, their home ZIP code is entered, but similar to the Guest Mode, users can view available services for any specified area, ensuring flexibility and convenience in their service exploration.
Bookings timeline: Everything in a reach of a scroll
After gathering user feedback, we made an insightful discovery regarding the calendar picker. Interestingly, this feature is not heavily utilised, mainly because approximately 90% of our users opt for weekly cleaning subscriptions and rarely require additional services. Consequently, they are already well-aware of their scheduled weekly cleanings, minimising the need for frequent calendar checks.
Moreover, we identified an opportunity to enhance user experience by streamlining the process of locating past or upcoming bookings. In previous version of the app, users had to navigate through the calendar and perform multiple taps - a rather time-consuming process. In light of this feedback, we proposed implementing a timeline. This feature would present users with a unified, scrollable list containing all their bookings, including upcoming, past, or cancelled reservations.
As we engaged in discussions with our client from Sweden, a fascinating cultural distinction among Swedish users came to light. Our design team noticed that these users tend to conceptualise time in terms of "weeks" rather than "months" when making appointments or scheduling events. In response to this valuable insight, we took action and introduced a "week slider" as the default view for the "My Bookings" tab. This innovative feature dynamically adapts its value as users scroll through the timeline, offering an intuitive and culturally-aligned experience that resonates with Swedish users' unique perspective on time.
04Developing dark mode
During the development process, the design team implemented variables for color palette optimization. As a result, a new opportunity for quick dark mode implementation was created. The client was excited about the idea of dark mode, and the new color mode was developed within a few weeks. This included frontend development, which took only a few days due to the previous optimization of the code.
05Lessons learned
Throughout the development process of our new app, we have gained valuable insights that have influenced our approach and design process.
The "week slider" implementation taught us the importance of cultural adaptability. Recognising and accommodating cultural differences in how users perceive time allowed us to provide a more personalised and relatable experience for specific user groups.
The successful redesign of some of the app’s sections demonstrated the value of cross-team collaboration. Close cooperation with the marketing team and product owners provided us with crucial assets and insights, ultimately leading to a more polished and effective end product.
Our users' feedback played a pivotal role in shaping the direction of our enhancements. By actively listening to their needs and preferences, we were able to create features that resonate with their expectations, resulting in a more engaging and satisfying user experience.
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