Problem
A mobile service needs to be accessible and welcoming while accommodating guest queues, volunteer tasks, and laundry equipment around one vehicle.
Fresh Start
SERVICE DESIGN · BRANDINGA laundry service built around dignity.
- Role
- UX Designer · Service & Branding
- Team
- 8 designers
- Duration
- 12 weeks
Overview
A grant-ready mobile laundry proposal connects service design, vehicle planning, and branding. The THS Group partnered with our team of 8 industrial design students to serve unhoused and underserved residents in Carrollton, Georgia. I contributed to service design and branding, alongside vehicle and equipment research.
Solution
A two-sided box truck service with clear guest and volunteer flows, an SMS completion signal, identifiable loads, and adaptable waiting areas.
Research
Community needs and the existing laundry journey shaped the service priorities.
Community Context
- Residents
- 28,685
- Documented unhoused residents
- 50 - 99
- Of the 27.4% impoverished are elderly
- 4.5%
Carrollton figures recorded in the team’s project research.
Background Research
I researched the current journey, vehicle and licensing options, and equipment needs. This connected service pain points with practical space, power, and water constraints.
User Journey Map & Pain Points
User journey mapping exposed three service gaps: completion signals, waiting, and identifying loads.
Unclear completion
Generic completion signals can be difficult to interpret for guests with disabilities.
Design response: SMS + a name call make completion explicit.
Unstructured waiting
Guests spend much of the process waiting for their clothes.
Design response: Seating, activities, and essentials support that time.
Hard-to-identify loads
It is unclear how volunteers can differentiate one guest’s load from another.
Design response: Name tags link the guest, bag, and load.
User Needs
Seniors with disabilities
Challenges
- Financial strain from rising rent, loss of a spouse, or inability to work
- Mobility barriers and chronic illness
- Social isolation
Needs
Accessible locations and service design, with dignity through access to clean clothes.
Unhoused youth
Challenges
- Embarrassment or bullying associated with unclean clothing
- Busy parents balancing multiple jobs
Needs
Hygiene, reduced shame, and stability, with support from the community.
Design Goals
Guest clarity
Completion updates and identifiable loads reduce uncertainty at check-in and pickup.
Volunteer support
Clear intake, load tracking, and setup make the service repeatable.
Feasible operation
Equipment fit, storage, and a practical vehicle keep the proposal workable.
Core criteria: Laundry and shower facilities, storage, local-road access, cost-effective operation, and guest amenities.
Ideation
Brainstorming
Workshop ideas developed into vehicle, service, and branding directions. I worked on service design and branding, with some utility-system planning for the vehicle team.
Concepts
We compared vehicle size, service space, and cost before selecting the box truck. I helped develop the concepts for the client presentation.
| Decision factor | Vehicle A | Vehicle BClient’s choice | Vehicle C |
|---|---|---|---|
| Vehicle | Box van / Type A bus | Box truck | Type C school bus |
| Concept length | 14 ft | 16 ft | 22 ft |
| Service space | Equipment-focused; limited amenities | Room for folding and a laundry queue | Extra storage and room to expand |
| Used vehicle estimate | $15,000–$35,000 | $10,000–$30,000 | $2,000–$50,000 |
Vehicle B fit the budget, used a box truck the client could access, and offered simpler licensing than the bus option.
Refinement
After presenting the concepts to our client, we moved into refinement to finish the selected box truck proposal, including its vehicle layout, service flows, and identity.
Final Product
The final proposal brings together vehicle layout, service touchpoints, and visual identity.
Visual System
Blue and green reference water and freshness, while lime accents, Bungee headings, and Poppins supporting text establish a consistent identity.
Vehicle Layout
Two CAD views organize equipment, supplies, and folding space around the dryer and washer sides.
Weather Setup Scenarios
Waiting and volunteer areas adapt to normal conditions, heat, and rain.
Guest Storyboard
The proposed guest journey pairs clear completion updates with a supported waiting experience.
Unclear when clothes are done
SMS + a name call tell guests when to collect their laundry.
Long periods of waiting
Seating, community activities, and essentials support the wait.
Volunteer Storyboard
The volunteer flow uses name tags and a recorded queue to connect each load to its guest.
Takeaways
- Details make a service feasible. My first real-world client project required careful attention to practical constraints as well as the guest experience.
- Research supports decisions. In-depth research grounded the proposal and strengthened evidence-based design choices.
- Combine team strengths. Collaborating across a large team reinforced my interest in simplifying complex systems for everyday users.
Funding pending. THS Group is awaiting funding approval for this proposal.