The Challenge
Big Laundry is a local laundry service and they had the operational scale to deliver reliable laundry services, but the digital experience wasn’t yet building confidence or repeat usage.
Users struggled to choose the right packages, lacked visibility after pickup, and often relied on calls or WhatsApp to fill gaps the website should have covered.
So, the challenge was to transform the website from a one-time booking tool into a trust-led platform that guided decisions, kept users informed, and drove repeat engagement.
🎉 Now live on Big Laundry site
Opportunity
In order to move users confidently through the purchase funnel, we focused on reducing uncertainty at key decision points.
By clearly guiding users from awareness to action and enabling easy comparison across packages and services, the experience shifts from exploratory to decisive helping users choose Big Laundry faster and with greater confidence.
Impact Created
~28%
Increase in Booking Conversions
~22%
Reduction in Support Tickets
Design Process
My design process was iterative and non-linear, balancing user needs, business goals and technical feasibility through continuous feedback and refinement.
