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WonderWash - Spotless Clothes But Messy Website
WonderWash - Spotless Clothes But Messy Website
WonderWash - Spotless Clothes But Messy Website
ISB and the class of 2019
The Indian School of Business is one of the top B-schools in Asia. Remarkable for its quick
ascent into the league of top B-schools in an extremely short time, it ranked 12 in the
Financial Times MBA ranking for 2010 achieving this feat in a short span of 9 years.
Overtime, the school has grown it’s batch size immensely, launching a bustling new campus
at Mohali in Punjab, at the outskirts of Chandigarh. Most things at ISB are managed by
consultants or vendors - a large fraction of the professors are visiting faculty, the facilities
are managed by the Sarovar group of hotels while the laundry is managed by Wonderwash,
allowing ISB to maintain a comparatively small operations team.
The 2019 Class of the flagship PGP program comprises of 924 students, 288 of which study
at the Mohali campus. Elections are held to select members for the various councils on
campus. These councils serve as the interface between various wings of the ISB
administration and students. Nishant Prashar, a former sailor with extensive operations
experience (and a self-proclaimed “dilli ka launda”) got elected as the director of the
Operations and Sustainability Council (OSC) at Mohali, playing the role of the interface
between the college operations team and students. After discussing many ideas with
students, he decided that making the current laundry process paperless would be a good
idea to pursue.
Laundry at ISB
The laundry process at ISB is managed by WonderWash, an 18-year old laundry services
company with multiple service lines including on-premise laundry, dry cleaning via outlets
and distribution of laundry equipment. WonderWash has more than 150 people working in
18 different units, processing more than 60,000 garments daily. It boasts of a prestigious
line up of clients for its on-premise laundry services including the Le Meridien chain of
hotels and corporates houses such as Infosys and Wipro.
At the Mohali campus of ISB, students have to bring in their dirty clothes to a laundry
counter placed at one of the student villages. They have to then fill up a laundry slip
(Exhibit 1) detailing the items they are giving up to be laundered and make a record of the
same in the student register. They can collect back their laundry 2 days later and have to
confirm the receipt of the clothes in the student register. Students are expected to bring in
their own copies of laundry slips, a regular inconvenience given that they need to keep
printing these to give their laundry.
In a bid to make student life easier and eliminate paper from the process, Nishant
approached the management of Wonderwash. After speaking to the local representative,
he was thrilled to hear that WonderWash already possessed a laundry management
website and would be happy to configure the same for ISB students. Nishant proceeded to
work with the Wonderwash management to roll out the new procedure. He felt elated
when the new paperless process went live within just 2 weeks of him starting discussions.
He could already imagine himself getting many pats on the back for such quick results.
Reception of the new process
While most students were initially happy with the change, the sentiment of students shifted
over time. The website was unintuitive and clunky to use (Exhibit 2). This was a sore spot
especially for students who gave their laundry on a frequent basis.
A voice of resistance
One of the prominent voices against the new website was Suyash Khetan. A former data
analyst with extensive expertise in Natural Language Processing. Also a budding musician,
he had been elected as the President of the Music Club. He was looking to make a career in
the technology industry and had been fervently attending the sessions of the Business
Technology Club (BTC). Over the past few months, apart from core business topics like
Financial Accounting and Marketing, Suyash had learnt about product management, tech
consulting and the e-commerce industry through sessions that the club conducted.
As a tennis player, Suyash frequently had piles of laundry to give and decided to remedy
the website situation. He decided he would apply his MBA and BTC learnings to propose a
new website to the WonderWash management. He decided to also perform a cost benefit
analysis to convince management about the returns from the same. He felt that his
proposal might be better received by Wonderwash management, if he could make a clear
roadmap highlighting the various stages of the website’s development. After discussing the
idea with a few friends, he received the suggestion that it might be better to build an app
instead. The term break was approaching and it would be a great time to work on the
proposal. He mulled these options in his mind as he thought about how he’d like to make
the proposal.
Problem Statement
Prepare the proposal that Suyash would send to the Wonderwash management.
Your solutions should contain
1. Wireframes or mockups showing a simplified user experience
2. Key metrics you would track to measure project success
3. Cost benefit analysis of investing in the new app/website
4. Development Roadmap for the new app/website
You can participate in teams of size 1 to 3. Your solution should be a presentation of no
more than 5 slides, excluding appendix, cover slide, team slide, etc. Do note that your
audience is not technical, however you can explain any technical decisions in the appendix.
Email your solutions to btcclubcore_mohali2019@isb.edu before 11:55 PM on 1st August
2018.
Exhibits
Exhibit 1 - Laundry slips used in the paper-based process
Exhibit 2 - Homepage of the Wonderwash website
Exhibit 3 - Developer salaries in Chandigarh
Developer type Hourly salary
Exhibit 4 - Wonderwash web properties
● Company website: http://wonderwash.in
● Laundry service website: http://onlinewonderwash.com