DUWO CASE STUDY
Improving the laundry experience in shared housing.
Improving the laundry experience in shared housing.
Redesigning the laundry platform to simplify how 400+ residents reserve machines, track laundry status, and manage payments across shared housing.
Overview
I led the redesign of the DUWO Laundry App to improve how residents in shared housing manage their laundry in Amsterdam. Drawing from personal experience and user research, I identified key pain points around washing machine availability and the status of your clothes while in use.
Through an iterative design process involving research, prototyping, and usability testing, I developed a solution that makes it easier for residents to reserve machines, track laundry progress, and manage payments.
Goals:
Streamline the authentication process by simplifying how users create and access their accounts.
Improve laundry tracking by notifying users when their laundry cycle is completed.
Improve payment support by helping users quickly resolve failed laundry payments through an integrated chat support system.
Overview
I led the redesign of the DUWO Laundry App to improve how residents in shared housing manage their laundry in Amsterdam. Drawing from personal experience and user research, I identified key pain points around washing machine availability and the status of your clothes while in use.
Through an iterative design process involving research, prototyping, and usability testing, I developed a solution that makes it easier for residents to reserve machines, track laundry progress, and manage payments.
Goals:
Streamline the authentication process by simplifying how users create and access their accounts.
Improve laundry tracking by notifying users when their laundry cycle is completed.
Improve payment support by helping users quickly resolve failed laundry payments through an integrated chat support system.
My Role:
Product Designer
Responsibilities:
End-to-End UX & Ul Design Process, Design System, Mobile App UI Design.
TIMELINE:
Q1 2025 - Q3 2025
The need for a redesign
Laundry is a basic necessity, yet for many residents, managing it through the existing solution presents many challenges.
Residents (including me) struggled to manage their laundry because the existing Duwo platform lacked real-time machine updates and required users to physically visit the laundry room to check machine availability and laundry status.
USER NEED
Residents need an easy and reliable way to check machine availability, monitor laundry progress, make payments, and report issues directly from their phones.
PROBLEM TO SOLVE
Many users had to repeatedly visit the laundry room, deal with login frustrations, and face difficulties reporting issues or managing payments.
Many users had to repeatedly visit the laundry room, deal with login frustrations, and face difficulties reporting issues or managing payments.
Many users had to repeatedly visit the laundry room, deal with login frustrations, and face difficulties reporting issues or managing payments.
RESEARCH
Gathering insights.
Gathering insights.
Competitive analysis, surveys, and user interviews revealed that residents struggled to track laundry progress and access accurate machine availability information. These findings highlighted the need for better visibility, easier issue reporting, and a more seamless laundry experience.
Competitive analysis, surveys, and user interviews revealed that residents struggled to track laundry progress and access accurate machine availability information. These findings highlighted the need for better visibility, easier issue reporting, and a more seamless laundry experience.
Key Insights
MACHINE AVAILABILITY WAS UNCLEAR
Users found it difficult to see accurate machine availability on the platform, leading to uncertainty and wasted trips to the laundry room.
No real time updates
Residents struggled to know when their laundry was finished and often relied on phone timers or repeated trips to the laundry room, creating unnecessary inconvenience.
USERS WANT EASIER SUPPORT
Residents found it difficult to report broken machines, payment issues, and refund problems, creating frustration and delays when trying to get support.
Key Insights
MACHINE AVAILABILITY WAS UNCLEAR
Users found it difficult to see accurate machine availability on the platform, leading to uncertainty and wasted trips to the laundry room.
USERS WANT EASIER SUPPORT
Residents found it difficult to report broken machines, payment issues, and refund problems, creating frustration and delays when trying to get support.
No real time updates
Residents struggled to know when their laundry was finished and often relied on phone timers or repeated trips to the laundry room, creating unnecessary inconvenience.
Addressing user's pain points.
Research revealed several frustrations with the existing Multiposs platform, from limited visibility into laundry progress to difficulties reporting issues and accessing important information.
Research revealed several frustrations with the existing Multiposs platform, from limited visibility into laundry progress to difficulties reporting issues and accessing important information.
1. NO LAUNDRY VISIBILITY
Real-time tracking and notifications keep users updated on machine availability.
INCONVENIENT ACCESS
A streamlined mobile experience makes laundry management faster and easier.
DIFFICULT ISSUE REPORTING
Dedicated support features provide a more convenient way to resolve problems.
1. NO LAUNDRY VISIBILITY
Real-time tracking and notifications keep users updated on machine availability.
INCONVENIENT ACCESS
A streamlined mobile experience makes laundry management faster and easier.
DIFFICULT ISSUE REPORTING
Dedicated support features provide a more convenient way to resolve problems.
HOW MIGHT WE
How might we help residents easily book machines, track laundry status, and manage laundry more efficiently?
How might we help residents easily book machines, track laundry status, and manage laundry more efficiently?
How might we help residents easily book machines, track laundry status, and manage laundry more efficiently?
IDEATION
Competitive analysis, surveys, and user interviews revealed that residents struggled to track laundry progress and access accurate machine availability information. These findings highlighted the need for better visibility, easier issue reporting, and a more seamless laundry experience.
Competitive analysis, surveys, and user interviews revealed that residents struggled to track laundry progress and access accurate machine availability information. These findings highlighted the need for better visibility, easier issue reporting, and a more seamless laundry experience.
Co-design credit:
USER TESTING
Testing my solutions.
Testing my solutions.
After creating the low-fidelity prototypes, I conducted usability testing sessions with 10 residents in Amsterdam to evaluate the booking flow, payment experience, and overall usability of the platform. Observing how residents interacted with the designs helped uncover pain points, validate design decisions, and guide improvements for the next iterations.
After creating the low-fidelity prototypes, I conducted usability testing sessions with 10 residents in Amsterdam to evaluate the booking flow, payment experience, and overall usability of the platform. Observing how residents interacted with the designs helped uncover pain points, validate design decisions, and guide improvements for the next iterations.
First round of user testing
I conducted initial tests wit a frequent Duwo user, which revealed the need for clearer navigation, more convenient login options, and a larger, more visible QR code button to notice.
Key design insights for the next iteration:
Add convenient login options such as Face ID and social sign-in.
Increase the visibility and size of the QR code button.
Second round of user testing
The next iteration introduced Face ID and social logins. Testing helped improve onboarding clarity and the visibility of important actions like viewing the QR code.
Key design insights:
Support faster login options.
Improve QR code visibility.
FINAL DESIGN
The MVP flow
The MVP flow
Through multiple design iterations and testing sessions with residents, I refined the platform into a simpler and more intuitive solution focused on booking machines, tracking laundry status, managing payments, and improving accessibility for everyday use.
Through multiple design iterations and testing sessions with residents, I refined the platform into a simpler and more intuitive solution focused on booking machines, tracking laundry status, managing payments, and improving accessibility for everyday use.
Stay Updated on Laundry Progress.
Users receive alerts when a cycle is about to finish, when it is completed, and for important booking updates.
Easier QR Code Scanning.
The QR code was redesigned to be larger and more prominent, making it easier for residents to scan in the laundry room.
IMPACT
The results
The results
The results
Through user research, usability testing, and iterative design, the final solution created a more accessible and user-friendly platform for booking machines, tracking laundry status, and managing payments.
Through user research, usability testing, and iterative design, the final solution created a more accessible and user-friendly platform for booking machines, tracking laundry status, and managing payments.
“I like that I can now check if a machine is available and know when my laundry is done without always going downstairs.”
“I like that I can now check if a machine is available and know when my laundry is done without always going downstairs.”
“I like that I can now check if a machine is available and know when my laundry is done without always going downstairs.”
Usability Testing Participant
What I learnt from this project
User research leads to stronger design decisions
Conducting surveys, and interviews with residents helped me move beyond assumptions and understand real user frustrations.
Design systems improves speed and consistency
Instead of redesigning elements after every update, I could iterate faster, maintain consistency, and scale designs more efficiently.
Everyday problems can reveal meaningful opportunities
This project started from a personal frustration I had, but research revealed that many residents shared the same challenges.
NEXT CASE STUDY
DOKTER & OPVANG
Designing a referral tool for vulnerable patients.
A referral tool to easily guide 20+ emergency doctors in helping vulnerable patients take the right next step after medical treatment.
RESEARCH
Gathering insights
Competitive analysis, surveys, and user interviews revealed that residents struggled to track laundry progress and access accurate machine availability information. These findings highlighted the need for better visibility, easier issue reporting, and a more seamless laundry experience.
Key Insights
MACHINE AVAILABILITY WAS UNCLEAR
Users found it difficult to see accurate machine availability on the platform, leading to uncertainty and wasted trips to the laundry room.
USERS WANT EASIER SUPPORT
Residents found it difficult to report broken machines, payment issues, and refund problems, creating frustration and delays when trying to get support.
No real time updates
Residents struggled to know when their laundry was finished and often relied on phone timers or repeated trips to the laundry room, creating unnecessary inconvenience.
Answering the key questions.
Insights from this analysis informed key design decisions, ensuring scalability and ease of use.
1. NO LAUNDRY VISIBILITY
Real-time tracking and notifications keep users updated on machine availability.
INCONVENIENT ACCESS
A streamlined mobile experience makes laundry management faster and easier.
DIFFICULT ISSUE REPORTING
Dedicated support features provide a more convenient way to resolve problems.
FINAL DESIGN
The MVP flow
Through multiple iterations and usability testing with emergency doctors, we refined the platform into a simpler and more efficient referral experience focused on reducing information overload and improving access to relevant services.
Easier QR Code Scanning.
The QR code was redesigned to be larger and more prominent, making it easier for residents to scan in the laundry room.
Stay Updated on Laundry Progress.
Users receive alerts when a cycle is about to finish, when it is completed, and for important booking updates.
What I learnt from this project
User research leads to stronger design decisions
Conducting surveys, and interviews with residents helped me move beyond assumptions and understand real user frustrations.
Everyday problems can reveal meaningful opportunities
This project started from a personal frustration I had, but research revealed that many residents shared the same challenges.
Design systems improves speed and consistency
This project started from a personal frustration I had, but research revealed that many residents shared the same challenges.
User research leads to stronger design decisions
Conducting surveys, and interviews with residents helped me move beyond assumptions and understand real user frustrations.
Design systems improves speed and consistency
Instead of redesigning elements after every update, I could iterate faster, maintain consistency, and scale designs more efficiently.
Everyday problems can reveal meaningful opportunities
This project started from a personal frustration I had, but research revealed that many residents shared the same challenges.
What I learnt from this project
IDEATION
Developing concepts
Competitive analysis, surveys, and user interviews revealed that residents struggled to track laundry progress and access accurate machine availability information. These findings highlighted the need for better visibility, easier issue reporting, and a more seamless laundry experience.
Co-design credit:
Co-design credit:
NEXT CASE STUDY
DOKTER & OPVANG
Designing a referral tool for vulnerable patients.
A referral tool to easily guide 20+ emergency doctors in helping vulnerable patients take the right next step after medical treatment.
NEXT CASE STUDY
DOKTER & OPVANG
Designing a referral tool for vulnerable patients.
A referral tool to easily guide 20+ emergency doctors in helping vulnerable patients take the right next step after medical treatment.
USER TESTING
Testing my solutions.
After creating the low-fidelity prototypes, I conducted usability testing sessions with 10 residents in Amsterdam to evaluate the booking flow, payment experience, and overall usability of the platform. Observing how residents interacted with the designs helped uncover pain points, validate design decisions, and guide improvements for the next iterations.
First round of user testing
I conducted initial tests wit a frequent Duwo user, which revealed the need for clearer navigation, more convenient login options, and a larger, more visible QR code button to notice.
Key design insights for the next iteration:
Add convenient login options such as Face ID and social sign-in.
Increase the visibility and size of the QR code button.
Second round of user testing
The next iteration introduced Face ID and social logins. Testing helped improve onboarding clarity and the visibility of important actions like viewing the QR code.
Key design insights:
Support faster login options.
Improve QR code visibility.