Merry Maids 360 Sales Application
The Challenge
The Merry Maids brand sought support to create a lightweight mobile application for their field sales representatives, enabling them to offer customized service packages in real-time. A significant hurdle was the reliance on paper forms by many franchisees, which often proved more effective than existing digital applications, highlighting a discrepancy between current workflows and available technology. This called for an adaptive approach that bridged traditional and digital processes, navigating diverse user needs and the varied operational realities of franchisees.
The Stewardship Model
On this early expedition, as part of a small team including a product owner, developer, and two UX practitioners, I embarked on observations and interviews during ride-alongs with Merry Maids representatives. This direct engagement fostered deep empathy and insights into how both paper and digital applications were truly used, allowing us to capture essential needs for a new solution. The concept aimed to mirror the effective workflow of the paper form while leveraging technology for automation, a crucial step given the limitations in technology and data plans prevalent among many franchises. Importantly, the solution prioritized local data storage for offline use until Wi-Fi was available. I created digital mockups and paper prototypes, testing them with representatives and applying Material Design principles and UX practices to develop a Minimum Viable Product (MVP). This process showcased a profound human-centeredness and resourcefulness, designing directly for the real-world constraints and behaviors of the sales team.
The Impact
Within mere weeks, an AngularJS web application was built, serving as a critical blaze marker in the digital landscape. This MVP offered lightweight capabilities, local data storage, and simple workflows for digital presentations of Merry Maids packages. It established a core framework for future feature development over the next two years, proving the tangible value of a user-centered approach. The outcome was a more streamlined and effective sales process, directly reflecting the adaptability and empathy embedded in our design process to meet both business goals and user needs.
- Role(s): Supported Merry Maids, part of a small team including a product owner, dev, and two UX practitioners.
- Digital Tools: Axure RP8, New web app, AngularJS web application, Material Design principles.
UX Practices & Methods: User observations, interviews, ride-a-longs with representatives to gain empathy and insights, analyzed use of paper forms vs. digital applications, captured user wishes and needs, created digital mockups and paper prototypes, conducted testing with Merry Maids representatives, developed an MVP.
Mockups of Merry Maids 360 sales application
