My Role

• UX Researcher

• UX Designer

• UI Designer

Deliverables

• User Research

• User Testing

• High-fidelity Prototypes

• Component Library

Team

• Product Manager

• Lead Developer

Duration

Jun 2024 - present

The product

Ezi is an on-demand cleaning service platform designed to connect users with local, professional cleaners. It offers streamlined scheduling, transparent pricing, and secure online payments, ensuring convenience for both customers and service providers. The platform features real-time availability and customer reviews to maintain service quality and reliability. Users can book one-time or recurring cleaning services quickly and efficiently using their website and mobile app.

The Challenge

In addition to giving the Ezi website a modern and visually appealing redesign, the redesign had to meet the needs of two distinct users—customers booking cleaning services and cleaners managing their work.

For customers, the challenge was to make the booking process quick and more user friendly, while for cleaners, it was essential to streamline job tracking and communication. Balancing these priorities within a cohesive and efficient design was key to enhancing the overall user experience.

The Goal

The goal of the Ezi redesign was to make booking services easy for customers and to streamline scheduling and communication for cleaners, ultimately improving usability and satisfaction on both sides.

Funnel Analysis

This chart presents a funnel analysis of user interactions with the Ezi booking form over the last 30 days, compared to the previous quarter. It tracks the conversion rate of users through various stages of the booking process, from starting the form to creating a new booking.

7.23% of users who start the booking form complete it by creating a new booking. I aimed to boost this conversion rate and encourage more users to finalize their bookings.

55%

of customers reported that they found it tedious to navigate the booking section.

70%

of cleaners interviewed mentioned difficulty managing their schedules and accessing work information, saying they needed a more organized, accessible way to manage bookings.

80%

of customers and cleaners don’t know if they can reschedule a cleaning.

60%

of customers don’t know if they are chatting with customer support or the cleaner.

85%

of customers don’t know if they can change the duration of the cleaning.

user flow

I created a user flow to highlight the process of booking a cleaning service showing the customer, Ezi staff, and the cleaner.

Early Prototypes

I created wireframes and low-fidelity prototypes tailored specifically to the needs of both customers and cleaners.

For customers, the focus was on simplifying the booking process and making key information, like service options and pricing, easily accessible. For cleaners, I designed a streamlined dashboard where they could quickly view upcoming jobs, schedules, and essential details without clutter.

These early prototypes allowed me to test layout ideas with real users and make adjustments to ensure a smooth, intuitive experience for both groups before moving to high-fidelity designs.

Onboarding

Upon signing in or creating an account, Ezi lets users choose to either book a cleaning service or offer their own cleaning services. Customers can quickly set their preferences for date, time, and specific needs when booking a service, while cleaners go through a brief onboarding in which they provide their ID, banking information, services and tools. This simple setup gets both sides ready to connect and interact smoothly on the platform.

Home

A redesigned home page allowed customers to easily book cleanings. The new layout highlights the booking options upfront, with quick access to their upcoming bookings

Home

I created a dashboard page for cleaners which provides them with easy access to key metrics and upcoming bookings.

Wallet

I redesigned the wallet page for cleaners on Ezi, making it easier to track earnings and manage payouts with a clear balance display, recent transactions, and quick payout options.

Extension Requests

I implemented a time extension request feature for cleaners through the messaging interface, allowing cleaners to easily request more time for their tasks directly with customers. This streamlined communication within the app, ensuring requests are clear, documented, and reflected on the bill.

I refreshed the entire website to create a more modern, responsive, welcoming and user-friendly experience. The updates made it easier for customers to book services while ensuring quick access to essential information and support.

What’s Next

The next steps for Ezi include implementing the new designs and gathering user feedback to fine-tune recent updates and ensure they’re meeting user expectations. Additional improvements could focus on expanding functionality within the cleaner dashboard, such as advanced job filtering and earnings insights, and offering customers more personalization options on their profiles. Finally, integrating analytics to measure feature usage will provide data-driven insights for future updates, ensuring Ezi continues to evolve with its users' needs.

Conclusion

The Ezi redesign honed in on practical improvements that simplify and enrich the experience for customers and cleaners alike. By reworking core areas like the booking process, messaging, job scheduling, and wallet, I aimed to make daily tasks more intuitive and efficient. Cleaners now have clearer, more organized views of their jobs, earnings, and schedules, while customers can easily track transactions and connect with cleaners. The responsive design also ensures that users enjoy the same streamlined experience on any device, making Ezi more accessible and effective in meeting users' real needs.