Overview
INTRODUCTION
The objective at hand was to create an application concept, intended as a newly added service offering for our current clients. In this particular case study, we selected Mission Mechanical as the client of focus. Our primary aim was to enhance their customers' experience and responsiveness. The key advantage of a homeowner's maintenance application is the accessibility of all service requests right at their fingertips. The outcome of this application's development will benefit clients, users and all stakeholders involved, with an emphasis on the advantages it will offer to our users.
My Role:
Research, Strategy, and UX & UI Design.
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Team:
Project Manager, Engineer, Data Analyst.
Timeline: 16 weeks
PROBLEM
Mission Mechanical identified a decrease in repeat customers. To investigate this issue further within my research methodology, I analyzed user comments on Google Reviews, specifically concentrating on lower ratings. Some recurring problems included issues with communication, punctuality, and an overly aggressive marketing approaches.
GOAL
Improve communication between technicians and customers by utilizing the application. Utilize push notifications as gentle reminders for scheduling services, so not to rely solely on digital marketing efforts that may not be working well. To share information about various service types directly through the application, diminishing the reliance on digital marketing, and implement a more streamlined payment capturing process.
THE WHO
Based on data sourced from census.gov and information collected from our audience, it became evident that adults who own homes and busy parents with families stand to gain the most from using this application. I have emphasized the age groups of homeowners in the United States by marking them in red for clarity.
Our largest user-group falls within age Group D. However, our primary target audience comprises Groups B and C. These groups are characterized by their adaptability, tech-savviness, and a preference for a balanced work-life lifestyle. Age Group A is also expected to find value in using the app. Ensuring usability and accessibility for our older audience is a top priority, given the size of this user-group.
Which Age Demographic is the most Ideal?
THE QUESTION
Our ideal user group consists of individuals from Groups B and C, primarily aged 35 to 54. This age demographic falls within Generation X, known for being highly adaptable and tech-savvy. They embrace digital solutions with ease while maintaining a casual and pragmatic approach to technology.
Additionally, they prioritize work-life balance, seeking efficient and convenient solutions that seamlessly integrate into their daily routines. Though these features will be developed for all age groups, they will be particularly tailored to meet the needs and preferences of this age demographic.
A DEEPER DIVE
The User Persona
"As a family man, I should be scheduling routine HVAC system servicing, but it always seems to slip my mind. I tend to forget about the simplest tasks like changing air filters and leaky faucets. Neglecting these tasks is a constant reminder of the need for routine maintenance."
ABOUT
Joe is a devoted family man who balances the demands of a bustling 9 to 5 job with his commitment to his loved ones shaping him into the loving husband and the caring father he is. On weekends he enjoys outings to parks, family game nights, and relaxing moments at home.
NEEDS
Joe needs a low-commitment method to schedule services at his fingertips. He needs a hassle-free way to communicate with technicians and make payments without the need to pick up the phone. An application that offers these functionalities would cater to his hectic lifestyle and eliminate
several steps.
Name: Joe Ortiz
Age: 43
Occupation: Financial Analyst
Status: Married
Location: Fishers, IN
FRUSTRATIONS
Joe struggle with coordinating service appointments, he is currently unable communicate with service technicians efficiently, picking up the phone to make payments, and often struggles to stay on top of home maintenance tasks.
PROPOSED SOLUTION
Creating a simple and accessible application with the ability to Scheduling home-related services in less than 5 minutes without having to make a phone call, track the status of service requests, making payments for services, viewing the history of service requests and In-app customer service (chat to an agent).
FEATURES TO INCLUDE
Using push notifications to communicate with our customers. Triggering action-oriented push notifications periodically throughout the year and use that as a strategy to communicate with customers with the goal to increase "repeat-customers".
FINAL DESIGN
Notifications screen Mockup
Using push notifications to communicate with our customers.
Features included: Users will be able to select a service and schedule an appointment easily through the platform, ensuring a smooth booking process. They can also view their service history, allowing them to track past appointments and completed work.
Additionally, the platform provides real-time updates, enabling users to track the progress of their service requests and stay informed every step of the way. To simplify payments, users can conveniently view and pay outstanding balances within the platform, making the entire experience seamless and efficient.
