Introduction
To improve communication between clients and cleaners on SweepSouth's mobile app, we need to carefully analyze user needs, pain points, and potential solutions. I'll outline a strategic approach to enhance this critical aspect of the platform, focusing on user experience, efficiency, and satisfaction.
Step 1
Clarifying Questions (5 mins)
Why it matters: Determines if we need to focus on onboarding, retention, or both. Expected answer: Moderate growth with 100,000+ users and 10,000+ cleaners. Impact on approach: Would balance features for new user acquisition and existing user retention.
Why it matters: Identifies gaps in existing communication features. Expected answer: Basic in-app messaging with low engagement rates. Impact on approach: Would focus on enhancing existing channels and introducing new, more engaging options.
Why it matters: Pinpoints specific areas for improvement in the communication process. Expected answer: NPS score of 7, with complaints about response times and clarity of instructions. Impact on approach: Would prioritize features that address these specific pain points.
Why it matters: Ensures our solution aligns with broader company goals. Expected answer: Focus on increasing booking frequency and reducing cancellations. Impact on approach: Would design features that not only improve communication but also directly impact these KPIs.
Tip
At this point, I'd like to take a 1-minute break to organize my thoughts before diving into the next step.
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