Luce Maintenance Group
— A one-stop solution for your home services
https://play.google.com/store/apps/details?id=com.luce.customer.app&pcampaignid=web_share
We have a tagline that says “The help you need at your fingertips,” where we basically promote how easy and friendly it is to book your desired home services on our platform. At that time, we can be considered one of the most digitalized in the industry compared to our competitor.
During my early days in the company, the very first task that was assigned to me was to create a customer journey — we didn’t have a design team at that time — as a way to learn the company’s products and also to help the soon-to-be-joined UI/UX designer to help the product teams. I created this, which also led to a list of potential refinements within our products.
Customer Journey and Product Roadmap — a new chapter within the teams.
After I run through all of our products within a day or two, my main focus was to empathize with the user on how their opinion might be constructed about our apps. I found we have 3 customer journeys that we should be focused on:
- Main journey for service booking, where customers come and use our apps
- Office cleaning service booking journey, since it has a different flow and cannot be booked without contacting us directly
- And a new platform user, where they usually book a service from us conventionally by contacting us and just recently exposed to our apps.
These customer journeys became the guide for our new UI/UX designer in the future. From this, we actually got some rough ideas on how to improve our platform. And alongside other ideas and inputs, we kind of make a list of things that can be implemented. Then, I kick off the first product roadmap planning (previously, every epic — roadmap item for each quarter — comes top-down and is decided directly from the CEO) where we can put our prioritized epic. This starts a new quarterly habit for the product teams within the company.
Customer Loyalty Program
We want to retain customers, we want to incentivize our loyal customers, and we want to attract newly come customers. I start to analyze the behaviors of our customers, digging into our database — mostly using PostgreSQL. Found some opportunities that may increase our LTV.
1. We can increase the percentage of clients who have tried our services once to try us again.
2. For clients that do book with us more than once, but do so in an ad hoc manner
3. For clients who have used our services, we want to drive them to try other services that we offer.
4. To help drive the goal above, we want to make clients feel like there is a benefit to switching to using our service instead.
5. Conversely, for clients who are using our services, we want them to hesitate to switch.
But to do all these, we need a platform to incentivize the users. I created the MVP requirements, wireframes, and also the high-fidelity design using Figma. We came up with a platform for promos that can house all kinds of benefits and notifications for it and then finally delivered it to the production.
Customer 360
We do have a CRM channel; we use Twilio to communicate with the customer; we use HubSpot for our sales channel; and we have insight data for each customer on our internal apps, but everything was scattered. Often CS and salespeople need to open several tabs if there is a single customer reaching out to them just to find out relevant information about the customer. Finally deciding it would be better to enhance our customer page inside our internal platform to accommodate all these.
To address this problem, I deep-dive into multiple third-party apps and the old design of our customer page. From there, after finalizing what we need inside the requirements, I created the wireframe and Hi-Fi design.
The responses from our user — sales and CS teams — were great. From now on, they have a one-stop place to see all the information about the customer from their purchase history, retention, and even chat log with our team stored and easily accessible. If they ever need to follow up on what they found on this page, they are always one click away from doing that, like redirecting to Twilio or HubSpot.
