Experience-led service blueprinting for a homecare startup.

My client offers homeowners a one-stop-shop for the care of their most important asset — their homes. They offer their customers the best available homecare across categories: cleaning, pest control, and even home projects. 

Their business operations are intricately complex, and they needed a new service architecture and operating model to improve the customer experience, streamline ops, and reduce costs.

I interviewed customers, contractors and employees, then innovated new services, redesigned their service blueprint, and created a tech roadmap.