Walk Buddies
Offer structure and digital customer journey for a local service business
A personal service where trust decides the booking. The task was less about appearance than about structuring services, pricing and the path to a first appointment in a comprehensible way.
Entry point: care format, service area and the first step are immediately visible. On mobile the low-barrier first contact comes first.
The customer journey as the structuring principle – it addresses the real hurdle before the first appointment.
Starting situation
A local dog care offering was to be structured professionally and made marketable digitally. It covers several care formats – group walks, individual walks, day care and holiday boarding with overnight stays – which differ considerably in effort, price and audience. At the same time customers hand over something very personal: the decision is driven by trust and transparency, not by price.
Objective
Create a clear offer structure, transparent pricing logic and a simple digital customer journey – from first research to a non-binding introductory meeting.
Solution
First the offering was sorted: each care format received its own distinguishable presentation with duration, process and pricing logic, including the rule for travel beyond the core radius. The digital presence builds on that – with a stated service area, a personal introduction and an FAQ that clears up the typical questions in advance. First contact deliberately runs through several channels, because dog owners are reachable in different ways.
Implementation
The way the collaboration works became the structuring principle: a free introductory meeting at home, an individual care plan, regular appointments with photo updates. These three steps are visible on the site and address the biggest hurdle – handing your dog to someone unfamiliar. For local visibility the towns in the service area are covered in the content rather than as a bare list. Direct contact via WhatsApp is embedded as a visible first step, because for this audience it is the lowest barrier.
Services
- Offer structure and positioning
- Pricing and service presentation
- Digital customer journey from first contact to appointment
- Build-out of the digital presence
- Local visibility for the service area
- Direct digital contact including WhatsApp
- FAQ to take load off personal contact
- Preparation for the Google Business Profile
Result
- Each care format is presented independently and is individually findable.
- Prices and the travel rule are stated transparently instead of “on request”.
- The path to a first appointment is described as a visible three-step process.
- The service area names the individual towns it covers.
- First contact is possible via WhatsApp, phone, email and form – each a single tap on mobile.
- Recurring questions are answered in the FAQ and no longer consume personal time.
The results described refer to what was implemented and can be verified on the project site. We do not publish reach or revenue figures – reliable before/after data is not available for these projects.
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