Merry Maids 360 Sales Application
Creating a new Sales Application
Insight
In the first year of working at ServiceMaster, our Merry Maids brand requested support to build a new web app for their field sales representatives. Many franchisees use paper forms to document and provide custom solutions to customers. Sometimes these forms are more effective than the digital application these individuals could access. We formed a small team that included a product owner, dev, and two UX practitioners and set out on observation and interviews during ride-a-longs with the Merry Maids representatives. We gained empathy and insights into how the paper and digital application was used and captured the wishes and needs for creating a new application.
Concept
Our small internal team grew a little bit to include a few stakeholders and other experts in the Merry Maid business. We gathered the insights and analyzed the feedback captured from our research. We could understand the limitations many of the franchises faced for not providing technology and data plans. Also, the application should follow the flow of the paper form and allow the sales representative the automation technology could deliver the creation of packaged programs for customers. Most importantly, the information could be locally stored on devices until sales representatives could connect to a Wi-Fi spot. We understood the areas to reduce the friction and pain points from both paper forms and the existing application. I created digital mockups and paper prototypes to test with the Merry Maids representatives. We leveraged Material Design principles and applied our knowledge of UX practices to develop an MVP to experiment with pilot groups.
Solution
In just a few weeks, our team built out an AngularJS web application that had the capabilities to be lightweight, store local data, and have simple workflows that created digital presentations of Merry Maid packages. This MVP provided the Merry Maids leadership and Stakeholders a core framework to build more features later in the following two years.
Mockups of Merry Maids 360 sales application
