Q had an operational desire to move away from an on-premise iPad that was installed in every office we serviced, which allowed for a physical session checkin involving a pin number. This system created a hardware dependency that was extremely difficult to scale and prone to failure. In return, our operational teams had difficulty managing session checkin and checkout compliance, which contributed to customer dissasfaction. Our goal was to move Q towards a mobile phone based checkin using the Operator’s phone location and completely remove the need for a physical iPad. To accomplish this we first had to enable better app permissions to extract the location data needed, then design an experience that communicated what happened when we make location requests and finally create affordances that dealt with faulty data.
In addition to the operational dependency for checkins, we also felt there was significant opportunity for improvement in service quality for our customers, one of the primary factors that plays into customer retention for Q. A core measure that concerned the company was an 9% completion rate on session task lists, which are the system of record for work completed in an office. We felt that our low completion rate was a symptom of a subpar product experience. After conducting user research we found multiple areas to make improvements in — increased accountability, more accessible task information, clearer task priority, and a system to flag out-of-date or incorrect tasks for internal operational teams.
To begin our work, I redesigned the core styles for the Operator App. Consistency with a new web styleguide and increasing our text sizes for elderly users were some of the design constraints I worked around.
In order to move away from the previous iPad checkin system to one based on the operator's location, we needed to ask our Operators to provide their location information. Once we had their permission, we could start collecting data to verify that the cleaner was 1) at the right location and 2) during the correct times for their session.
Operator App Permissions
To improve task completion rates we focused on two areas — the first was pre-session information. Through user research we found that task incompletion was often caused by not having access to important information before the session. To address this we designed a new pre-session experience to show the cleaner all critical information for their upcoming session.
The second area we focused on was the in-session tasklist. We made some simple changes, such as improving our inline photos and introducing critical tasks. The largest change was a newly implemented "gate", which would only allow a cleaner to check out of the session when they had completed all tasks. If there was a task that the cleaner wasn't able to complete, they would be able to flag that task and provide a reason why they couldn't complete it. The flagged task would then be sent to our internal operations team for triage. This new system increased accountability and tracking for all parties.
After releaseing our new app permissions, we began to collect thousands of geolocation events from Operators checking into sessions with their mobile device. With confidence in this location data, we were able to depreciate and remove our entire iPad fleet, eliminating our hardware dependency.
Number of Geolocation Events
Our new geolocation checkin experience created better tracking for our internal teams and communicated clearer expectations to our cleaners. The result was a significant improvement in session time compliance — we saw a 42% increase of accurate checkin and checkout times.
Percentage of Time Compliant Sessions
After the release of our new tasklist design we show significant improvements in tasklist completion rates. The percentage of tasks completed per session improved 29% percent and the number of sessions that had all task completed increased by 181% percent.
Average Percentage of Tasks Completed per Session
Percentage of Sessions w/ All Tasks Completed