Year
2024
My Role
LandLab reimagined the landscaping experience by integrating automation and UX-driven processes to eliminate common industry pain points—high costs, poor communication, and inconsistent service. By streamlining estimating, scheduling, and customer support, we built a more efficient, user-friendly service model that earned a 5-star Google rating, proving the value of a design-first approach in a traditionally offline industry.
Challenge
The landscaping industry often struggles with high costs, poor communication, and inconsistent quality. Facing strict HOA deadlines and expensive options in a new-build neighborhood, I saw an opportunity to address these issues. LandLab was created to deliver reliable, affordable landscaping with a focus on customer experience, efficient processes, and scalable systems to meet client expectations.
Solution
To address the challenges in landscaping, I leveraged my UX design expertise to build LandLab as a customer-centric landscaping company.
Key solutions included:
Customer Research: Conducted interviews to identify pain points and integrated client feedback through follow-ups and an NPS system to drive continuous improvement.
Responsive Website: Designed and developed a responsive website, [LandLab.pro], to promote LandLab's services.
Streamlined Processes: Improved quoting workflows, enabling crews to provide accurate quotes on-site, reducing errors and increasing customer satisfaction.
Payment Flexibility: Integrated Stripe to offer clients multiple payment options, simplifying transactions and improving customer experience.
Design Standards: Established company-wide UX design guidelines to ensure consistency across touch points.
By combining technology, user-centered processes, and efficient operations, LandLab delivered high-quality landscaping services that exceeded client expectations, earning a 5-star Google rating.
Approach
LandLab applied UX principles to improve the landscaping experience through these steps:
Identifying Pain Points
Client interviews revealed issues like poor communication, high costs, and inconsistent quality, shaping LandLab’s service model.User-Centered Design
A responsive website and detailed client questionnaires ensured transparency and personalized designs.Streamlining Processes
On-site quoting and Stripe integration improved accuracy, efficiency, and client satisfaction.Continuous Improvement
Post-project follow-ups and NPS feedback refined services to meet evolving client needs.
This approach delivered efficient, customer-focused landscaping solutions while maintaining high-quality outcomes.
Outcome
LandLab successfully redefined the landscaping experience by combining user-centered design with operational efficiency.
Key results included:
5-Star Client Satisfaction: Achieved a 5-star Google rating with 12 reviews within seven months, reflecting consistently high-quality service.
Streamlined Operations: Reduced quoting errors and improved signup rates with an on-site quoting system, increasing client trust and satisfaction.
Enhanced Customer Experience: Integrated Stripe for seamless invoicing and payment, offering clients flexibility and improving overall satisfaction (CSAT).
Business Growth: Built a scalable and efficient model that set new standards for transparency, communication, and affordability in landscaping.
LandLab’s success demonstrated how UX principles could transform a traditional industry, delivering measurable impact and establishing a foundation for ongoing innovation.
