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WASH CONNECT:
Removing friction in the payment flow so residents can get clean laundry faster
CASE STUDY
01 — THE PROBLEM
UX DESIGN
MOBILE APP
CONCEPT PROJECT
A simple task got bogged down with too many screens
Residents just wanted to pay and walk away. The app made that harder than it needed to be. This is a self-iniated portfolio project I undertook based on my own experience using the app in 2023.
Interviewing & Surveying Residents
Interviewed residents directly and posted a QR code survey in the building’s laundry room. If hired by Wash-Connect, this survey would live inside the app as an occasional prompt.
Auditing
Comparable Apps
Audited similar laundry payment apps alongside broader tap-to-pay apps (parking, transit, and vending), evaluating tap count, error recovery, visual hierarchy, feedback states, and wayfinding clarity.
Analyzing Public
Online Reviews
Identified patterns in unsolicited public feedback across App Store reviews, Google Play, Reddit, and community forums, confirming the same frustrations appeared across unrelated users.
01 — THE PROBLEM
"Why does it take so many taps just to start a machine?”
"There’s too many screens you have to get through”
USER PERSONAS
USER PERSONAS
GOAL Start wash quickly and get back to whatever he was doing before
GOAL Get laundry done quickly without worrying about her phone
JAKE S. 28
- Marketing coordinator in hospitality
- Plays in a weekly pickle ball league
- Does laundry every two weeks
NAOMI W. 37
- HR Director in Healthcare
- Loves to travel and host dinner parties
- Does laundry every week
02 — USER PERSONAS
05 — EARLY EXPLORATION
05 — BEFORE & AFTER
03 — RESEARCH & DISCOVERY
04 — UX AUDIT
04 — CONCLUSION
Who we’re designing for
Thinking it through on paper
What changed, and why it matters
Understanding the problem from multiple angles
- Starting a Machine Required Four Taps
What I learned
- Scroll Position Reset to the Top of the Page After Each Payment
- Machine Icons Don’t Change to Show Availability Status
The login page surfaces too many options upfront rather than tucking secondary actions into settings post-login. From there, users pass through two more screens before reaching a machine icon, which requires a final tap to reveal the pay option.
This project started with a simple observation: a mundane everyday task was being made harder than it needed to be. Working through the audit, the sketches, and the redesign sharpened my instinct for separating what I noticed as a designer from what actually mattered to the user. The machine list wasn't broken because it was ugly. It was broken because it made people think when they shouldn't have to. That distinction shaped every decision I made.
After paying, the app returns to the machine list but resets to the top of the page. With a long list and oversized machine icons, users must scroll a significant distance back down to select their next machine.
Icons on the machine list gave no indication of whether a machine was in use or available. To confirm availability, users had to physically locate the machine, note its number, and cross-reference it in the list. A separate "Your Active Machines" screen existed but required navigating back and tapping into a different section entirely.
Login
In Use
Free
Menu
Select
Pay
Here I'm exploring ways to reduce the taps it takes to get from login to payment and start a machine.
Testing ways to simplify the machine list. Also, tinkering with how to surface availability at a glance, so users know instantly if a machine is free.
01 — THE PROBLEM
A simple login screen
for a simple task
Laundry is a chore, not a commitment. The redesigned login strips the screen down to just what's needed — login options and help — paired with a new hero image of laundry in motion.
A smoother way to
pick a machine
The redesigned list strips away the clutter. Pick a machine, pay, and go. Everything else collapses into a single gear icon. Each machine also now shows its status at a glance — available with a price, or in use with a countdown timer.
06 — THE REDESIGN
from cluttered
to streamlined
from overwhelming
to effortless