Service Design SMB: Customer Journey & Service Blueprint
CONTEXT
Luxury house cleaning service in Hawaii, USA founded 2 years before a global pandemic, required solutions for its sudden growth.
PROBLEM
There was no clear description of inclusions or services and prices, due to inability to measure expenses, which complicated operation and decreased employee independence.
SOLUTION
1: Find a way to measure expenses (CRM).
2: Based on expenses build packages and services & make it accessible on web.
3. Setting up feedback loop
MY ROLE
I joined to help organise business operations (on a regulatory level) and develop services. As a part of the process I have also redesigned a website to improve processes.
TOOLS
Google Analytics
Google profile
Yelp
Figma
Recorder
Whiteboard
Service Autopilot
METHODS
Research: employee & client interviews, observational research on job site, analyzed web data, reviews, and email/phone communication.
EXECUTION
CRM Implementation
Education
Creating Support System
Tracking
Building a culture of listening
PACKAGES
We selected CRM that managed to take in consideration all nuances of expenses. Based on that basic packages are built which were edited as we tracked the success and market needs.
RESULT
During COVID-19 business was using these service design solutions, reached 100% growth each year, and in 2022 was sold for 800% of initial investment together with all IPR.
TRUST
Building trust and having open communication and processes during COVID along with industry education, helped us stand out from the market.
