Sizing Common Home Pain Points

Challenge

Helping a retail giant identify and size common home pain points to solve for, so that they can develop services that fuel acquisition and retention.

Chores! It triggers a reaction within us, whether it’s an internal jump-scare that gets your heart racing, a feeling of tranquility, or that nagging reminder our never-ending to-do list. Whatever the feeling, they exist whether we like them or not –– and our client can relate! Our client set out to identify the chores performed within and around the home, along with their frequencies and pain-points, so that they can develop a service that lightens the load and seamlessly flows into our everyday lives.

Approach

Using a quantitative approach, we developed a custom 15-minute online survey, fielded among 2000 US residents, including non-shoppers, current shoppers, and active app users of our retailer. The survey delved deep into thoughts and actions related to chores, exploring challenges, openness to assistance, and attitudes towards outsourcing. We covered a wide range of chores, from indoor cleaning to outdoor tidying, deep cleaning, car care, and pet cares.

Impact

We identified common household tasks and areas where people seek assistance based on their priorities. This information provided our client with an actionable roadmap for their app’s program, including strategic recommendations for prioritized tasks and services. We also developed key messaging guidelines to effectively drive acquisition and retention among specific customer groups, enabling our client to tailor their offerings to meet real customer needs