Including users in design reviews & how delight works in a cleaning biz (w/ Stephanie Pipkin)

Ever wondered what “great design” looks like in a cleaning business? This conversation with Stephanie Pipkin, founder of Serene Clean, shows how design thinking can transform any industry — even one as hands-on as cleaning. We dive into how she built a $1.4 million cleaning business that runs remotely, and how she uses taste, empathy, and intentional design to create delight for both customers and employees. Here’s what you’ll learn:How working with customers during design sprints can 10× your product decisions.What “taste” really means in business — and why it’s about intentionality, not aesthetics.How to turn ordinary customer experiences into delightful ones (yes, even with mops and checklists).Why delighting your team is as important as delighting your customers.The one SaaS onboarding process that completely changed how Stephanie runs her own company. Steal these quick wins 💡 Invite a real customer into your next design or strategy session — you’ll get clarity and speed you can’t find in a survey.Focus on show, don’t tell: let your brand’s actions and details speak louder than words.Add one small “unexpected moment” for your users — a thank-you note, a scent, or a tiny surprise that makes them smile. Remember: delight doesn’t require budget, just thoughtfulness.Chapters00:00 Introduction to Serene Clean and ZenMaid 03:40 The Retreat Experience and Collaboration06:17 Designing with Customer Feedback09:22 The SOS Feature Development12:21 Insights from Design Calls15:22 The Impact of Design on Business18:31 Understanding Product Development and Customer Needs21:17 The Role of Taste in Business Branding33:38 Show, Don't Tell: The Essence of Branding37:18 Understanding the Customer: Empathy in Business40:41 Delighting Customers: The Unexpected Touches49:38 The UX of Employees: Internal Customer Experience55:35 Favorite Tools: The Role of SaaS in Business01:05:28 Personal Touch: How Small Details Matter