How 58 Home Service Standardized Cleaning: From User Research to SOP Success

01 Discovering the Problem: What Is the Current Service Like?

To standardize home‑service cleaning, the team first adopted the user’s perspective to uncover existing issues. Four research methods were used: focus groups, report analysis, customer‑complaint feedback, and online questionnaires.

Report analysis: Existing cleaning research reports were examined to define problem areas.

Focus groups: In‑depth discussions gathered user feedback and generated improvement ideas.

Customer‑complaint feedback: High‑frequency complaints were identified, merged with focus‑group findings, and a complaint rate was calculated.

Online questionnaire: Problems were mapped onto the service workflow to broaden the audience.

The collected results were quantified and visualized in a user‑experience map.

The map divides the user journey into stages: online ordering, waiting for confirmation call, service introduction after arrival, service execution, service acceptance, and service completion. It shows distinct user goals, actions, touchpoints, feelings, and problems at each stage. Emotional dips appear in the service‑introduction, execution, and acceptance phases, indicating poor experiences.

Issues were grouped into three dimensions: the cleaner’s image, etiquette, and behavior.

02 The Core of the Service: Establishing Standards

The image dimension was split into personal and brand image to ensure cleaners represent the brand while meeting professional standards.

Etiquette standards cover address, attitude, and non‑cleaning behaviors to improve the service experience.

The SOP details each service touchpoint, including phone scripts and in‑app actions before, during, and after cleaning.

The three parts—image, etiquette, behavior—were compiled into the "58 Home Cleaner Service Handbook," a portable SOP booklet that reduces memory load for cleaners.

03 Driving Standardization: Training, Assessment, and Validation

The handbook serves as teaching material, requiring professional trainers, rigorous exams, and post‑deployment verification.

1) Training

Training videos break down each SOP step with titles, key points, and details, highlighting tool usage and cleaning standards for easy reference.

2) Assessment

Assessments integrate SOP content with voice assistance and motivational feedback to lower cognitive load for cleaners.

3) Validation

Beyond order volume and ratings, new metrics evaluate image, etiquette, behavior, and other factors, creating a refined service scoring system that boosts user experience.

4) Cleaner Incentives

Digital badges link online achievements to offline recognition, enhancing honor and competition among cleaners.

04 External Expression: Cleaner Uniforms

Research revealed issues such as non‑breathable fabrics, poor fit, and heavy backpacks. A collaborative design sprint produced new uniforms and backpacks, with careful material selection for durability.

Additional tools like timers and service cards were introduced to improve brand perception and reduce information asymmetry.

05 Conclusion

After launching the SOP and new uniform system, user retention, NPS, and cleaner compliance rose sharply while complaint rates fell dramatically. The standardized process demonstrates that with a solid framework, anyone can become a cleaning master, though the effort behind it reflects market experience, cleaner dedication, and brand responsibility.