The mobile solution for easily finding public services.
Industry: Healthcare
Client: Loo
Role: UX Designer | Researcher
The context
In the development project for the Loo app, our goal was clear: to meet the needs of people who require access to a public restroom when away from home. In line with the company’s mission, we focused on providing an efficient and accessible solution that not only improved the user experience but also positively impacted the comfort and well-being of the general public. Our methodological and design approach resulted in an intuitive application that successfully increased user satisfaction and the frequency of app usage.
The challenge
The main challenge was to design an application that allowed users to find public restrooms quickly and efficiently, without unnecessary complications. We faced the task of creating an interface that was intuitive and easy to use for a wide range of users, from young people to older adults, ensuring accessibility and usability for everyone. The primary difficulty was integrating data from multiple sources regarding the location of public restrooms and presenting it in a clear and concise manner within the app.
Project KPIs
Improve access to public services through an intuitive and efficient mobile application.
Increase the number of users who locate public services via the app.
Increase the number of users who locate public services via the app.
Project Overview — Issues with the Old Solution
The problem with previous solutions was the lack of accuracy in locating public restrooms, leading to user frustration. Existing applications did not provide a user-friendly interface, making them difficult for many users to navigate. There was no efficient way to filter and search for specific public restrooms, complicating the user experience.
Metodology
For this project, we used the following UX and product research methodologies:
For this project, we used the following UX and product research methodologies:
- Research Methodologies
- User Interviews
- Competitor Analysis
- Online Surveys
- Usability Testing
- Field Studies
- User Interviews
- Competitor Analysis
- Online Surveys
- Usability Testing
- Field Studies
Research — User Interviews
Users complained about the lack of accuracy in public restroom locations in existing applications, which did not meet their daily needs.
A unique finding was that many users preferred a voice search option to quickly locate public restrooms.
76% of users mentioned that current apps were difficult to navigate, which discouraged them from using them frequently.
1. People have many preconceptions when they think about a public restroom. This is due to past negative experiences and the lack of cleanliness in many such places.
2. The type of establishment influences the choice of a restroom. Users prefer well-known and clean locations.
3. When a restroom is clean, people make more effort to keep it that way, creating a positive behavior chain.
4. People need to be able to find a restroom quickly, especially in urgent situations.
5. It’s uncomfortable for people to make such an intimate moment as using a restroom public.
6. People feel embarrassed when using a restroom without being a customer of the establishment.
7. People want to feel the same level of comfort and cleanliness as in their home restroom.
8. People feel more confident when they are customers of the place and are familiar with the quality of the restroom.
9. People form an impression of the type of place based on the quality of its restroom.
10. People experience prior uncertainty caused by the unknowns of whether the restroom will have everything they need.
These insights are essential for understanding users’ needs and concerns when designing the Loo app.
A unique finding was that many users preferred a voice search option to quickly locate public restrooms.
76% of users mentioned that current apps were difficult to navigate, which discouraged them from using them frequently.
1. People have many preconceptions when they think about a public restroom. This is due to past negative experiences and the lack of cleanliness in many such places.
2. The type of establishment influences the choice of a restroom. Users prefer well-known and clean locations.
3. When a restroom is clean, people make more effort to keep it that way, creating a positive behavior chain.
4. People need to be able to find a restroom quickly, especially in urgent situations.
5. It’s uncomfortable for people to make such an intimate moment as using a restroom public.
6. People feel embarrassed when using a restroom without being a customer of the establishment.
7. People want to feel the same level of comfort and cleanliness as in their home restroom.
8. People feel more confident when they are customers of the place and are familiar with the quality of the restroom.
9. People form an impression of the type of place based on the quality of its restroom.
10. People experience prior uncertainty caused by the unknowns of whether the restroom will have everything they need.
These insights are essential for understanding users’ needs and concerns when designing the Loo app.
Research — Market and Competitors Research
In the market research, we analyzed how people find public restrooms and what features they value most in an app of this kind.
In the competitor analysis, it was observed that most applications lacked an intuitive interface and advanced search options.
Other apps on the market did not offer efficient map integration, leading to a suboptimal user experience.
In the competitor analysis, it was observed that most applications lacked an intuitive interface and advanced search options.
Other apps on the market did not offer efficient map integration, leading to a suboptimal user experience.
Research — Insights
During the research, we noticed that users highly valued speed and accuracy when searching for public restrooms.
We observed that users often needed these services in urgent situations, which required a fast and easy-to-use interface.
We discovered that a significant portion of users struggled with current apps due to the lack of accessibility and customization options.
We observed that users often needed these services in urgent situations, which required a fast and easy-to-use interface.
We discovered that a significant portion of users struggled with current apps due to the lack of accessibility and customization options.
Solution
We designed the Loo app with a user-centered approach, ensuring that every element of the interface was intuitive and accessible. We implemented a voice search system and advanced filters to help users quickly find public restrooms. Our solution also included the integration of accurate and up-to-date maps to enhance the precision of the displayed locations. With these improvements, we successfully addressed the needs identified during the research phase.
Solution — Prototyping
We prototyped an application that allowed users to search for public restrooms using voice commands and customized filters. We used Figma to design the interfaces and conduct iterative usability testing. The prototypes included an interactive map with accurate locations and advanced search options. These tests helped us validate our ideas and adjust the design based on user feedback, ensuring an optimal user experience.
The goal of this work was to identify the needs, motivations, and obstacles of people who feel the need to use a restroom when they are away from home and to design a digital tool that helps meet those needs.
To achieve this, the following research questions were posed: "How can we help people easily and comfortably find a restroom that meets their needs when they are away from home?" and "What benefits could the hospitality sector gain from utilizing the public restroom network it has?"
To achieve this, the following research questions were posed: "How can we help people easily and comfortably find a restroom that meets their needs when they are away from home?" and "What benefits could the hospitality sector gain from utilizing the public restroom network it has?"
In this project, we developed a proposal that, in principle, should answer both questions. Based on the feedback obtained through prototype evaluations, we could say that we have met the objectives of the work, as all participants concluded that Loo would help enhance their well-being.
If we assess the service from the perspective of the personas we created from the research, we can consider that Loo could effectively meet the users' needs.
However, the only way to truly determine if this tool will fulfill its purpose would be to conduct more extensive, longer-term tests with a larger number of people.
With the current prototype, it is challenging to make this assessment, and it would be advisable to further develop the product to find out.
Although the primary focus of this work was on people who feel the need to use a restroom, more in-depth research should be conducted with product users who are business owners. The role of businesses in the designed service is highly relevant.
The next step would be to carry out research with the owners to understand their motivations and needs, and thus discuss whether the businesses would genuinely support the well-being of citizens while also promoting their establishments or if, on the contrary, our tool would not be of interest to them.
On the other hand, a service like Loo would give small businesses that cannot afford large investments in advertising the opportunity to promote their establishments and build relationships with users. After all, when someone is in need, having the chance to help is gold in the marketing world. Businesses would have a tool at their disposal that allows them to create personal connections with users and future customers.
If we assess the service from the perspective of the personas we created from the research, we can consider that Loo could effectively meet the users' needs.
However, the only way to truly determine if this tool will fulfill its purpose would be to conduct more extensive, longer-term tests with a larger number of people.
With the current prototype, it is challenging to make this assessment, and it would be advisable to further develop the product to find out.
Although the primary focus of this work was on people who feel the need to use a restroom, more in-depth research should be conducted with product users who are business owners. The role of businesses in the designed service is highly relevant.
The next step would be to carry out research with the owners to understand their motivations and needs, and thus discuss whether the businesses would genuinely support the well-being of citizens while also promoting their establishments or if, on the contrary, our tool would not be of interest to them.
On the other hand, a service like Loo would give small businesses that cannot afford large investments in advertising the opportunity to promote their establishments and build relationships with users. After all, when someone is in need, having the chance to help is gold in the marketing world. Businesses would have a tool at their disposal that allows them to create personal connections with users and future customers.
Feel free to contact me if you would like to discuss the details of this case study. I am available to answer any questions you may have or for a more detailed consultation.
