Miracle Services
Miracle Services is a locally owned carpet cleaning business based in Colorado. Their smaller size and more personal approach have given them a robust client base and strong market share. Their small charm and personal tactics have allowed them to grow, however, recently they have begun to plataue.
Summary
Challenge
Miracle service is a local carpet cleaning business in Colorado that has seen a decrease in scheduling and clients over the past year due to their lack of a digital presence in the current market.
Solution
As the lead designer, I worked closely with the CEO as well as their clients to design a new digital experience for Miracle Services that now includes a complete online scheduling and checkout service for new and existing customers.
Specs
Role
As the lead designer, it was my job to spearhead all client meetings, interviews, as well as design sprints throughout this project.
Team
Sam Henry - Developer
Duration
2 months
Research
Initially, when the client came to me with this job, they outlined their problem as needing a more modern look and feel to their website, without changing any of the content or structure of the website. Taking this direction, I then began to conduct some primary research with current Miracle Service customers who are home owners and renters due to their makeup of Miracles Services market and primary demographic, to expand on the problem.
Interviews
Before deep-diving into the designs of the sites, I wanted to gain another perspective on the problem at hand. I conducted six primary stakeholder interviews with homeowners and renters, the primary demographic that uses Miracle Services. The goal of these interviews was to understand what the customer wants from a website such as this, and if what is already being used, works.
Survey
At the same time I was conducting user interviews, I also sent out a survey to an existing Oxi Fresh client list. I took the same questions asked in the interviews, condensed them for an effective survey, and sent them out. My goal behind the survey was to gain a strong number of respondents to support the insights gained from the interviews with more statistical significance.
Insights
83%
of survey respondents said that they enjoyed having a digital checkout and scheduling system to avoid the hassle of having to call.
5 out of 6
interviewees liked the personal small business feel and approach to Miracle Services website and business model.
87%
of interviewees and survey respondents found it important to have both online scheduling and over-the-phone service options.
Initial Designs
After conducting my primary research, I was then able to begin designing. For this design process, I needed to understand the current structure of the site and then design the new Information Architecture that now has a scheduling flow within the site. After I have completed the structure of the site I can begin on the mid-fidelity designs and then finally the high fidelity designs for the site.
Current IA
New IA
The primary callouts for this updated IA include a reduction in call CTA’s, the addition of the scheduling service, and a separate section to contact Miracle Services that allow for direct messaging, emails, as well as calls.
Wireframes
Before diving into the high fidelity designs for this site, I needed to first wireframe the new IA, most of the information stayed the same, however, the structure, and way the information is now being given are different. The goal behind these new wireframes was to create a low-stakes view of what the site could look like and how it could function. I tested this on the owner of the business as well as their board to get a better understanding of what they are looking for.
Initial Scheduling and Checkout Iterations
For the checkout flow, I needed to re-address the IA to understand what the user needs and how they would schedule a cleaning service. This flow was relatively simple, however, below is a condensed version of the IA showing the initial concept and flow for the checkout section on the site.
With this flow, I designed a low fidelity wireframe showing what the checkout flow could look like and what information would be on it.
Testing and Feedback
After conducting a user testing session with the owner of the company as well as two existing clients, the overall information was solid. However, during our testing, both the owner and the customer wanted to pay on-site and not through the scheduling service. This allowed for the mutual trust that the job will be completed, and upon completion, they will be paid. With this, I updated the IA and took out the payment section, and just provided an overview of the order and instructions for what the customer should expect moving forward.