> housecleaners prefer to be paid in cash (so mobile payments were out), mainly use text messaging, and sometimes don’t want to reveal professional information

> housecleaners prefer to be paid in cash (so mobile payments were out), mainly use text messaging, and sometimes don’t want to reveal professional information online, especially if they were undocumented. We have many users who fall into the lower-income bracket, and understanding their needs at a design level is very challenging. Many functions that we might take for granted within an application -- logging in, downloading, installing from the app store, etc. -- can be foreign if not altogether new concepts. We have to deliver success, error and information messages to users who fundamentally won't read or anticipate what is happening. The SMS/text scenario is a big deal for us. We have users who interact with our service solely through their text message application -- nothing installed from our service on their end. When we offer a chance to use our mobile app, we have been asked "what's the app store?" That said, it's rewarding to build something that makes someone's life easier for them. We are certainly falling in the do good camp.