Next Generation Washing Machine

Background

A major appliance company had designed a new interface for washing machines.  The interface used a flat-screen to display laundry pre-sets and other options and controls.

The client wanted to assess the usability of the interface and get overall feedback from potential customers on the concept. Additionally, the client wanted feedback on respondents’ perception of the prototype machine in comparison to their current washer.

Process

Before coming to the lab, I had respondents go through a homework exercise. They were to list the most common features and cycles that they used on their current machine and were asked what 3 adjectives they would use to describe their current machine.  Additionally, they were to bring in a photograph of their current machine. This would serve as a baseline for comparison with the prototype.

I had the users run their most laundry tasks / cycles (cottons, permanent press, delicates, etc.) using the prototype machine to investigate potential usability issues with the interface. After completing those tasks, I asked them about their overall impression of the prototype and what three adjectives they would use to describe it.  Finally, I asked them to compare the prototype with their current machine.

Findings and Recommendations

Respondents would typically describe the prototype as “easy-to-use after learning.” There was a definite learning curve, as the LCD screen interface was unfamiliar. However, once they had experienced the interface, they generally viewed it favorably. It was seen as being “high-tech” and respondents felt that that would influence their purchasing decisions.

The primary usability issue that people had with the prototype was that they expected the LCD to be a touch-screen, causing them to ignore the dial for selecting a cycle.

There was concern over the durability of the LCD screen. The respondents were concerned that it would break easily, though this could be alleviated if a warranty was provided for the screen itself.

Our design recommendation moving forward was to keep the dial and LCD as separate models, one model having a traditional dial and manual controls and one having a touchscreen interface, which would be marketed as a higher-end model.