1. The interviewee, Mary Hawes, is a homeowner who needs help keeping her home clean but feels family pressure to do it herself. She has used both independent cleaners and chain companies found through family and friends in the past. 2. She finds it challenging to find cleaners she trusts, that offer the right value, and are easy to communicate with. A past experience finding a cleaner through a friend left her feeling bad about her home and overcharged. 3. While open to providing future feedback, she would not currently use an online service to find cleaners due to bad past experiences and a preference for word-of-mouth referrals.

1. CleanASpace Interview Questionnaire
Background for interviewer:
State who you are and what this is for (i.e. We are looking at the feasibility of creating a web application and
online marketplace for the cleaning industry.)
Interviewee Information:
Name: Mary Hawes
User Type (vendor, rental owner, realtor, homeowner, etc): homeowner
Date: 11/6/2012
Questions to ask Interviewee:
1. Do you need or know someone else that needs help keeping their home clean? If yes, how often? If no,
how does it currently get done (i.e. yourself, your children, it doesn’t, etc.). What is the main reason that you
don’t have someone helping you do this service (i.e. not in budget, don’t trust, I like doing it, etc.)?
I need help with cleaning but I have family pressure to keep my own home clean and it is expected as
something I will do and take pride in my home.
2. How do you currently go about finding service providers (i.e. ask friends/family, other referral sources, online
search, use specific websites, etc.)?
Family and friends
3. What type of cleaning providers have you used in the past, independents (a single woman on her own), a
local company, or a franchise/national chain company.
Both independent and chain.
4. To date, what are the most challenging or frustrating aspects regarding searching for and hiring a cleaning
service provider? (please select all that you feel strongly about)
a. finding someone you trust- yes
b. finding enough options to make a decision-
c. finding someone to complete the service you need-
d. finding the right value- yes
e. inconvenience of initial pricing (estimates/consultations)- yes
f. communication with the provider- yes
g. others (please specify)

2. 5. After you have found a cleaning service provider what is the most challenging or frustrating part before,
during, or after the service is provided to you? (please select all that you feel strongly about)
h. scheduling the service
i. communication with the provider-
j. paying for the service-
k. providing feedback on the service-
l. making changes to your service (either during or in the future)-
m. others (please specify)
6. If you use services like this what are the reasons that you stop using a service provider? Why would you
want to switch providers?
Merry Maids arrived and I hid in the other room because I thought they were on drugs. My friend sent her
housekeeper over as a gift to help me out and when she arrived she made me feel so bad about the
condition of my house and then said she was going to charge twice the price. I asked her to leave and didn’t
end up even having her clean.
7. Do you have anyone else that we could speak with that may be able to help?
no
8. Would you use a web service such as CleanASpace to find and schedule cleaning appointments? If no,
why not?
No, I would go back to word of mouth, but even then it could be bad.
9. Do we have your permission to ask for your feedback and ideas in the future as products are developed and
tested?
yes
10. Are there any other improvements or questions you can think of?
Do I get my house cleaned for free if I give more feedback?