Experience-led service blueprinting for a homecare startup.
Bert Phillips
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Posted Apr 2, 2024
The complexity of my client's business was leading to bad customer experiences. I worked with them to research customers, then design new services.
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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.