Design a washing machine for visually impaired users : PM interview question

Interviewer: How would you go on to design a washing machine for blind users?

Raghu: Before proceeding further, I would like to clarify my understanding of the problem and the product. Users with visual impairment can be categorized into a few categories based on the level of impairment like blurred vision, light sensitivity, low vision at night, etc. Do you want me to focus on any special category?

Interviewer: Let’s focus on total loss of sight.

Raghu: Can I assume that the age bracket for the users is about 20–60. Doing so would assure that the users know the basic functionality of the machine and can operate it safely.

Interviewer: Sure!

Raghu: Alright, thanks. About the product, I am focusing on a washing machine that shall let the users wash, and dry clothes with some added features designed specifically keeping the impaired user in mind.

Interviewer: Sounds good, let’s proceed!

Raghu: Is there any constraint on the resources which we can use?

Interviewer: No such constraint.

Raghu: I would like to lay down my approach to tackling this problem before we proceed. First, I am going to identify the users this could be fit for. After this, I am going to talk about the user pain points, potential solutions, and the metrics to track. Does this sound ok?

Interviewer: It does.

Washing Machine for visually impaired

User Personas:

1. Rohan, aged 31, was born visually impaired with no vision. Rohan lives with his parents who are working. Rohan likes to be self-dependent and performs the majority of daily chores himself. Rohan loves technology and uses a lot of products that assist him with his daily routine.
2. Sunita, aged 53, who lost her eyesight about 5 years ago in an accident, lives with her family. Sunita is a mother of two and she lives alone for 10–15 days a month when her family is away. Since she has lost her sight recently, she is self-dependent and has a habit of doing most of her daily chores herself. She is, however, not very tech-savvy and needs her children and husband’s help with a few things occasionally.

For this exercise, I would like to focus on Rohan, who is comfortable with technology and is self-dependent. Since he is born with visual impairment, we are going to design solutions that can cater to individuals with less or no experience using such products before.

User Journey :

1. Rohan’s user journey starts with collecting his laundry and locating the washing machine to start the washing process.
2. Rohan then goes on to check the state of the machine, in order to verify if the machine is currently in use or not.
3. Once verified that the machine is ready to use, Rohan puts his clothes in the container and pours in the detergent and water.
4. After this, Rohan starts the timer, adjusts the washing level, and heads to his room.
5. Once the timer runs out, the machine beeps to alert the user. Rohan heads back to the machine, drains out the water, and starts the drying process.

Pain-Points :

• Rohan sometimes finds it difficult to locate the machine as there is no specific washing area in his house.
• Rohan has to physically touch the machine to find out if there’s water in it, if it is plugged in, or if the dryer is empty or not.
• Rohan has to locate the detergent and measure it carefully before pouring it into the machine. Rohan also has to be careful with the machine’s water level.

Solutions :

My solution to these problems is going to be an automatic smart washing machine that can be connected to smartphones (through a mobile phone app) and wi-fi.

I am assuming that the visually impaired person’s hearing capabilities are functioning properly

The mobile app and the washing machine can be equipped with a voice assistant for better control.

1. In order to locate the washing machine, the mobile app can be equipped with ‘Locate machine’ function which will result in triggering a buzzing/ringing sound from the washing machine. The user can follow this sound to locate the machine.
2. The machine’s knobs and buttons can be enhanced with Braille’s markings.
3. To know the current state of the washing machine, the mobile app can be used. Water sensors can be installed in the machine to check the presence and the level of water inside. This feature can also be installed in the machine with the help of an in-machine speaker and a dedicated button.
4. The machine can be equipped with a detergent dispenser which can be filled once and used every time to dispense the required quantity with the help of a mobile app or a dedicated button on the machine. The input for quantity can be controlled from the mobile app or a knob on the machine.
5. The mobile app can also be used to check the timer and to receive alerts.
6. The mobile app can be used to start or stop the machine.

Out of the proposed solutions, I think connectivity to a mobile app is a must-have solution as it opens up possibilities for other solutions as well. Whether to equip the machine with a speaker and a voice pack or not, can be decided on the basis of price point and market positioning as the in-machine speaker is a supplement to mobile-app.

#2 (solution) is an expected feature, therefore, a must-have.

#3 The alternative to water sensors and electricity plug-in indicators is touching the machine, which users might be used to with other equipment at home. Therefore, the priority is medium.

#4 In terms of usage, I would like to prioritize the detergent dispenser above #3, as it removes the pain of finding the detergent. But the cost associated with it might be high because of the weight and water level sensors. Therefore, priority is medium.

#5 is a must as mobile app can be used to alert the users about the washer time-out and dryer state.

Success Metrics:

1. # of machines sold.
2. # of mobile app downloads.

(We can compare #1 and #2 to check app requirements)

3. Mobile App NPS (App store/Play Store ratings)

4. Mobile App session length