Hometree: Building CX and Digital Strategy for MVP

Context:
Hometree needed a customer experience (CX) and digital strategy tailored to the MVP of their service, ensuring a polished, scalable experience from the outset.

Challenges:
• The challenge was to align customer touchpoints with business goals while building a seamless MVP experience during the uncertainties of a global pandemic.
• The business offering was changing: from boiler installation to boiler cover and servicing, we essentially had to re-introduce ourselves to our customers and win over a new audience.
• Our funding could only give us one chance at it.


Impact and Results:
• Despite COVID-19 challenges, the MVP launch exceeded expectations, acquiring new customers and earning an exceptional Trustpilot score. This success demonstrated the value of our user-centered approach and established a foundation for future growth.
• We got 5000 new subscribers within a week of starting.
• We achieved a 4.5+ Trustpilot score and if a review was ever below that we would reach out to that customer and make them part of our user panel aiming for continuous improvement.
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How did we do it:
As the Design Leader, I crafted a strategy that mapped the end-to-end customer journey, identifying pain points and desning solutions to optimize onboarding, engagement, and support. Key features included a highly requested customer portal, enhancing access to essential services and streamlining interactions. We took an iterative approach, revisiting designs based on user testing, analytics, and feedback from the customer success team. Additionally, I led the design of a bespoke CMS to manage contracts, complaints, and customer data efficiently, supporting scalability.
Facilitated workshops with the team, run ongling endless User Research on a weekly basis, was prototyping and working side-by-side with our development team every day doing build support and in browser iteration.