Overview
Transforming Operations into Guided Workflows
Glowi, a leading Belgian cleaning company, relied on a legacy ERP with an outdated UI and heavy manual work. We partnered to modernize operations for Consultants (Managers), Cleaners, and Clients by creating a connected ecosystem with a Consultant Portal, a redesigned Cleaner PWA, a new Client app, and an integrated communications module, Glowiverse.
LEGACY ERP CONTEXT (RESPECTFUL)
Legacy ERP is an operationally proven core system with a heritage desktop‑style UI: flat form hierarchy, many fields on single screens, and limited visual prioritization. Our goal was not to replace this robustness, but to wrap it with modern, role‑based workflows, reduce cognitive load, and make everyday actions faster and safer—while honoring contractual rules and compliance.
DELIVERABLES
- Consultant Portal (planning, replacements, leave/absence, kanban, messaging)
- Glowiverse module (integrated into the Consultant Portal): surveys, social‑style feed for cleaners with office‑targeted posts, health checks; architecture prepared for training and rewards program
- Cleaner PWA redesign (offline‑first, start/finish, checklists, change requests)
- Client app (planning, confirmations, partial replacement approvals)
CLIENT
HEADQUARTERS
Beringen, Belgium
SERVICES
UI/UX Design; FE Development; BE Development
Business needs
Client request & business goals
BUSINESS CONTEXT & REQUIREMENTS
The client requested modernizing processes around their legacy ERP system while respecting contractual rules and GDPR.
- Reduce manual ops and phone traffic with clear in‑app workflow
- Speed up replacements and support partial approvals
- Stabilize planning and surface constraints earlier
- Give clients self‑service for confirmations, pauses, extra hours/performances
- Improve cleaner reliability on older devices and poor connectivity
- Co‑create system architecture across roles with our BA and engineering
- Design for scalability (modules, permissions, localization)
- Iterate quickly on real feedback
STAGE 1: DISCOVER STAKEHOLDER INTERVIEWS
In close partnership with the client’s PMO and BA, we conducted deep stakeholder discovery: consultant workflows were captured via facilitated sessions and debriefs, while we interviewed managers, cleaners, and clients to map end‑to‑end journeys.
THREE INSIGHTS EMERGED:
- Managers lacked visibility and needed fast conflict resolution.
- Cleaners struggled with unreliable offline flows.
- Clients wanted control without micro‑managing every visit.
COLLABORATION
Worked closely with our Business Analyst:
- Workshops and brainstorming, produced process diagrams, state machines, user flows, and wireframes for shared understanding
- Engaged stakeholders from Operations aligned content governance
STAGE 2: ANALYSE PATTERNS & HEURISTICS
For the Consultant Portal, Client App, and Glowiverse we designed from scratch, so this stage focused on extracting patterns from analogous products and defining heuristic guidelines for our own UI. Only the Cleaner PWA included a light heuristic review of the legacy app to capture pain points and usability gaps.
INSIGHTS
For new modules (Portal, Client, Glowiverse), we borrowed proven patterns — visible rules, safe bulk actions, and offline-first reliability. For the Cleaner PWA redesign, the heuristic review exposed confusing absence flows and fragile offline handling, which we streamlined in the new design.
These principles informed our schedule grid, rule tooltips, Kanban, Glowiverse feed, and the new offline‑first PWA.
STAGE 3: DEFINE MVP AND PHASED ROADMAP
We started from the client’s PMO/BA requirements and then ran cross‑functional workshops (Design × BA × Engineering × Ops) to shape a pragmatic MVP, agree on trade‑offs, and split delivery into phases.
MVP SCOPE
- Portal: Planner with inline constraints, Kanban, Leave/Absence, basic Replacements.
- Cleaner PWA: Planning, Leaves and Abcences, Support.
- Client App: Planning, Replacement approvals, Requests hub, Multi-account access, Support.
HOW WE WORKED
- Brainstorming & Story Mapping to visualize user journeys end‑to‑end and locate highest‑value slices
- MoSCoW prioritization to fix the MVP surface (Must/Should/Could/Won’t for v1)
- Phase planning with risks/dependencies.
- Acceptance criteria per flow.
STAGE 4: DESIGN INFORMATIONAL ARCHITECTURE & NAVIGATION
With priorities agreed upon, we crafted an IA that groups functionality into logical, role-based modules and keeps web and mobile consistent, while scaling safely.
Modules (summary):
- Portal: Kanban board with tasks, Replacements, Leave/Absence, Glowiverse, Dashboard, Inbox and other.
- Cleaner PWA: Planning, Requests, Leave / Abcences, Feed, Surveys, Support and other.
- Client App: Planning, Service Preferences, Multiple accounts, Service requests and its management, Profile, Support and other.
This IA lets us scale modules independently while sharing a design system, ensuring consistency and faster delivery across products.
Design
Wireframing & prototyping
We prototyped cross‑role journeys.
- Low‑fi flows to test approvals, limits, and the Requests hub
- Rule tooltips that say why an action is blocked and what to do instead
- Early feasibility checks with engineers for ERP constraints and auditability
- System architecture diagrams for module boundaries (Portal, PWA, Client app, Glowiverse), events, and permissions
- Content model & taxonomy for Glowiverse (posts, polls, health checks now; trainings/rewards later)
- We validated flows with low‑fi prototypes: approvals, limits, Requests hub. Tooltips explained blocked actions; engineers reviewed feasibility. We defined a content model & structure for Glowiverse (types: posts, polls, surveys now; trainings/rewards later; with clear grouping by office vs global and searchable categories).
Deliverables
Key Features Developed
CONSULTANT PORTAL
The Kanban board simple flow – (To Do → In Progress → Completed) supports bulk actions, tags, and quick filters, allowing consultants to move dozens of performances in seconds. Leave/Absence flows are simplified with clear contractual windows explained at the point of action.
Glowiverse was introduced as the engagement and communication layer, fostering transparency and community across the ecosystem.
- Feed combined office-specific and company-wide posts, bridging top-down announcements with local relevance.
- Comments and reactions enabled two-way communication, increasing cleaner engagement and visibility of feedback.
- Polls and surveys provided lightweight mechanisms for check-ins and mandatory compliance tasks, completed directly within the app.
- Future extensibility was embedded into the architecture, allowing Glowiverse to evolve into a broader training, e-learning, and rewards hub without rework.
CLEANER APP
The redesigned Progressive Web App was engineered for field reliability and ease of use, ensuring cleaners of all digital skill levels could confidently manage their work.
Today card surfaced the next scheduled performance on the Homepage.
Planning page presented upcoming shifts with clear status states (Scheduled, Done, Canceled, Replacement requested).
Absence requests were redefined into guided steps, balancing user simplicity with contractual compliance.
Surveys module enabled cleaners to complete polls and mandatory health checks in-app, with explicit states for “In Progress,” “Ready to Go,” and “Completed.” Question formats included rating scales, multiple choice, and free text — all optimized for mobile.
Navigation was structured around real usage patterns: Home (Today), Planning, Updates, Feed, Menu.
CLIENT APP
The Client App empowered customers with transparency and true self-service, significantly reducing dependency on phone calls and manual confirmations.
Dynamic homepage displayed upcoming performances and real-time replacement offers when absences occurred.
Requests hub centralized confirmations, pauses, extra hours, and cancellations — with statuses (Pending / Approved / Declined) surfaced immediately for clarity.
Extra performance flow supported both flexible and fixed scheduling: clients could indicate unavailable slots, leave comments, and track progress in a single view.
Multi-account management allowed clients to seamlessly switch between multiple addresses or service profiles.
Digital Become a client flow guided new clients through service requests, household details, and Pluxee-based payments, enabling them to become active customers without paperwork.
CONSULTANT PORTAL
The Kanban board simple flow – (To Do → In Progress → Completed) supports bulk actions, tags, and quick filters, allowing consultants to move dozens of performances in seconds. Leave/Absence flows are simplified with clear contractual windows explained at the point of action.
Glowiverse was introduced as the engagement and communication layer, fostering transparency and community across the ecosystem.
- Feed combined office-specific and company-wide posts, bridging top-down announcements with local relevance.
- Comments and reactions enabled two-way communication, increasing cleaner engagement and visibility of feedback.
- Polls and surveys provided lightweight mechanisms for check-ins and mandatory compliance tasks, completed directly within the app.
- Future extensibility was embedded into the architecture, allowing Glowiverse to evolve into a broader training, e-learning, and rewards hub without rework.
CLEANER APP
The redesigned Progressive Web App was engineered for field reliability and ease of use, ensuring cleaners of all digital skill levels could confidently manage their work.
Today card surfaced the next scheduled performance on the Homepage.
Planning page presented upcoming shifts with clear status states (Scheduled, Done, Canceled, Replacement requested).
Absence requests were redefined into guided steps, balancing user simplicity with contractual compliance.
Surveys module enabled cleaners to complete polls and mandatory health checks in-app, with explicit states for “In Progress,” “Ready to Go,” and “Completed.” Question formats included rating scales, multiple choice, and free text — all optimized for mobile.
Navigation was structured around real usage patterns: Home (Today), Planning, Updates, Feed, Menu.
CLIENT APP
The Client App empowered customers with transparency and true self-service, significantly reducing dependency on phone calls and manual confirmations.
Dynamic homepage displayed upcoming performances and real-time replacement offers when absences occurred.
Requests hub centralized confirmations, pauses, extra hours, and cancellations — with statuses (Pending / Approved / Declined) surfaced immediately for clarity.
Extra performance flow supported both flexible and fixed scheduling: clients could indicate unavailable slots, leave comments, and track progress in a single view.
Multi-account management allowed clients to seamlessly switch between multiple addresses or service profiles.
Digital Become a client flow guided new clients through service requests, household details, and Pluxee-based payments, enabling them to become active customers without paperwork.
Design
User interface design
We created a clean, accessible UI that balances operational density with visual clarity. Built on a shared component library, each screen follows consistent spacing, color, and typography rules — reducing cognitive load for consultants while staying intuitive for cleaners and clients.
For workflows with specific ERP constraints, we designed custom components. These patterns blend seamlessly into the overall system while solving real user pain points.
By standardizing components across the Consultant Portal, Cleaner PWA, Client App, and Glowiverse, we achieved a consistent look and feel that scales. Accessibility (WCAG 2.2 AA) and multilingual requirements (NL/FR/EN) were built in from the start, ensuring inclusivity and future readiness.
Conclusion
Results and Impact
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CONTACT USOPERATIONAL CLARITY
Consultants now work from a single Kanban board (down from 5 legacy modules), cutting context-switching by –40%. This centralized view streamlined daily operations and accelerated replacement coordination from 2–3 days to same-day (<6 hrs)—a 4× faster decision cycle.
OPTIMIZED USER EXPERIENCE
Role-based apps shifted confirmations and requests into self-service flows, reducing manual calls and paperwork by –65%. Clients now approve, pause, or extend services in <3 minutes on average, lifting self-service adoption to 75% within two months.
IMPROVED ACCESSIBILITY & RELIABILITY
The offline-first Cleaner PWA enabled 100% of shifts to be started, finished, and logged—even with 0% network coverage—cutting failed submissions by –90%. A WCAG 2.1 AA–compliant UI maintained 99.7% crash-free sessions across devices.
STRATEGIC MARKET ADVANTAGE
Glowiverse’s new engagement layer (Feed, Polls, Surveys) drove 68% weekly active participation among cleaners, with poll response rates of 55–70%. Compliance acknowledgments reached 98% completion, positioning Glowi ahead by unifying communication and compliance in one scalable module.
