The Brief
MoreHands Maid Service knows how to make people happy by keeping their homes sparkling clean. They were looking for a team to help inject life into their design and their service offering, delight customers, and improve retention.
The result
The Challenge:
MoreHands knows cleaning. They’ve been in Texas for 20 years, and have over 2,000 recurring clients. Greg Norell, CEO, wanted to redesign the site and explore opportunities for new services to add value to people’s lives.
MoreHands had already designed a solid customer experience, using SalesForce for sending weekly reminders and day-of ETA text messages, and for storing customer preferences. However, the current site wasn’t getting customers’ attention or highlighting the things that sets MoreHands apart.
Greg had been working with the Jobs to Be Done theory and saw the site redesign as an opportunity to explore some new service offerings that could meet prospects’ needs.
This was a unique challenge in that MoreHands was open to changing their offering, not just the website. They weren’t simply looking for a new UI for an existing offering, but a new UI for services that the company doesn’t yet offer (but might, based on the results of this process).
The solution;
This challenge was a great fit for our Design Sprint methodology, a 4-week process from start to finish that gives the space for discovery, coming up with new ideas, and proposing and testing solutions. Here’s an overview of the 4 weeks:
Week 0
We set up the time pre-sprint to do our brand story intensive workshop, which gives us the right amount of background to understand how MoreHands helps customers. Using the StoryBrand framework as a base, we collected input from Greg and his business partners to map out a draft of the MoreHands brand story and create some visual social media assets to put this storytelling into action.
Week 1
Design Sprints are a lean UX process to ideate, create a mass of solutions, prototype one solution, and test the solution in a single week.
We made the most of the Design Sprint process to prototype a “riskier” design to test with users for MoreHands’ new homepeage and cleaning order process.
We explored using a section of “customer profiles” to share how MoreHands has helped certain demographics, and illustrate how MoreHands takes care of not just the housework, but other concerns in life.
User testing
User testing plays a key role in validating or disproving our assumptions from the Design Sprint Process. The Week 1 Sprint concludes with a full day of live user tests, with testers from our target audience: Texans who struggle with cleaning.
Takeaways from this stage:
Add-ons like laundry and errands have tremendous potential for adding value.
Storytelling resonated with users and needed to be exploited more throughout the whole experience.
Users were more impressed by mentions of quality and reliability than any fancy features or extras we could dream up.
Week 1
Our qualitative findings from both rounds of user tests helped us make final recommendations for future work and strategies to optimize the site.
The result:
At the end of this intensive process, deliverables included:
A production-ready site with files ready for development
A complete report of the decisions made, solutions tested, and user test findings
Strategic recommendations for continuing messaging and design improvements
Recommendations for marketing and branding efforts
After a month of working closely with a client on an intensive project like this, it’s impossible not to get to know each other really well. Beyond the results of the Design Sprint, we came away with a new relationship and plans to continue working together towards MoreHands’ goals.
The transformative process Morehands experienced in the Design Sprint inspired a much larger and significant step forward. With a clear vision validated by real users, MoreHands was ready to come up with a new website that truly reflected who they were and what they had to offer.
A new service offering focused on helping people navigate the restrictions placed due to the global pandemic was implemented. MoreHands was determined to take care of the housework... and the errands too. And so, the MoreHands errand runner was born.
We hop on board once again and helped MoreHands identify business goals, craft a comprehensive marketing strategy, and design their entire website so more and more Texans could now not only enjoy the pleasure of a sparkling clean home, but also the safety and convenience of having errands delivered to their doorstep.
