Leading a Data-Driven Redesign of WM’s Mobile App
Project Overview
In the summer of 2022, I led WM’s Product Design Summer Internship Program, where I trained, mentored, and guided two design interns. Our primary focus was redesigning WM’s mobile app to enhance the overall user experience and drive customer satisfaction. We synthesized existing research data to inform our design decisions and developed thoughtful, user-centered solutions to address key pain points. The project was recognized across the company for its strong, data-driven approach to design.
My Role
Internship Program Leader
Workshop Facilitation
Training & Mentorship
Client
Waste Management
Tools
UserTesting, Miro, Sketch, Invision, PowerPoint
App Reviews
Identifying User Frustrations
We analyzed over 100 app reviews to gain insights into user frustrations. Through this process, we identified and categorized the pain points into three key areas: billing, service, and technical issues. These insights informed our redesign strategy, with a primary focus on addressing concerns related to billing and service.
Services
Late Pickup
Extra Pickup
Pickup Schedule
Billing
Unclear Pricing
Autopay
Billing Error
Technical
Accounts
Slow
Other
User Interviews
Understanding Users’ Needs and Expectations
After analyzing 30 user interviews, we uncovered 3 key areas that had potential for improvement.
Easy & Proactive Communication
Flexibility & Control
Reminders & Updates
User Persona
Residential Budget-conscious and Tech-savvy Customers
Expectations
Track and manage WM billing easily.
Ensure service is affordable and reliable.
Keep weekly trash pickup consistent.
Goals
Stay on top of the family budget.
Avoid billing issues or surprises.
Save time with AutoPay and digital tools.
Residential
Tech Savvy
Budget Sensitive
Journey Mapping
Understanding Users’ Pain Points
Based on the journey mapping and a deep understanding of user pain points, we identified key opportunities for improving the MyWM App experience:
- Provide clear billing details for easier online verification.
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Enable bulk payment to simplify account management.
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Highlight AutoPay benefits by showcasing potential annual savings.
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Show real-time service status and updates to increase transparency.
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Add reminders for both payment and pickup days.
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Offer a simple and intuitive way for users to report issues and contact support.
Hi-fi Wireframes
Designing Solutions to Address Key Pain Points
App reviews revealed that customers were primarily frustrated with service and billing issues. To address these pain points, we redesigned the app’s main pages with a focused effort on improving service and billing-related experiences, ultimately enhancing overall usability and satisfaction.
Login Flow
Log in easily with Face ID. While loading user data, an animated logo provides visual feedback and reinforces the brand.
Home
Access bills, payment details, and service updates directly from the home screen.
Services Flow
View service updates, access service details, and easily report issues or contact support, right from the app.
Billing Flow
Get a clear, transparent view of your detailed billing. Easily enroll in Autopay and paperless billing in bulk.
Profile
Manage alerts and account settings from the profile screen.
