Problems

Pen and Paper: Walkthroughs are traditionally completed with pen and paper. Physical data has proven to have a high probability of error. How can we digitize this walkthrough experience?

Lack of Standardization: The walkthrough method lacks standardization. This leads to inconsistent data creating inaccurate bids and misaligned expectations. How can we establish a standardize but flexible walkthrough method?

Client Relations: The walkthrough is the users first in person meeting with the client. Early versions of the app required users to input data in a very linear way. It resulted in the users focusing to much attention on their phone instead of interacting with their client. How might we create a system that preserves the integrity of the sales process?

Solutions

Solution: Create an application to replace the pen and paper walkthrough method.

Solution: Create a walkthrough system that captures the necessary information. Design it to be flexible enough to accommodate a verity of walkthrough methods.

Solution: Preserve the sales experience by creating a low maintenance form of data input.

Our team and my role

At Route I was brought on to improve the experience of the mobile walkthrough app. The first version was not getting a lot of engagement and leaving a negative impression on clients. It resulted in us leaking users every month. I started by conducting research. My research process was primarily shadowing cleaners on their walkthroughs. Interviewing cleaners about their walkthrough process. Working with the customer support to identify trends in their complaints. From all of the research, I put together a testable prototype. I put that prototype in the hands of the cleaners and filmed their interactions. I used the positive feedback as marketing material and used the negative feedback to inform additional changes.

Notes and photos

We developed a seamless photo note system, that allows the user to snap photos, annotate the photos and take bulleted notes. This experience can preserve the fluidity of the sales process and allow for comprehensive detail when the location is reviewed off site. With this system you can quickly add key pieces of information that organize themselves in an easy to read way.

Room tagging system

After you have taken photos while on site with the client, you can quickly organize them off site with our tagging system. You can create custom tags, or use one of our presets so you can organize your photos by room. After you tag the photos you can begin adding specific notes for that room. If the building is commercial, with similar interiors, the system allows you to duplicate it without requiring additional photos.