Building User Trust

Through

Clear Costs, Quality, Reliability

Swift Services

It is an online platform for booking house-care services and aims to:

Offer fast and reliable home maintenance services.
Cover a wide range of services, such as cleaning, plumbing, pet care, etc.
Provide Trust over clear Costs, Professionality and Quality of the services.
Provide job opportunities for local professionals.

B2C

Role: UX | UI Designer

Project: Team of 4

Tools: Figma, Maze, Google Form

Business Needs

Gain User Trust
Find solutions for Clear Cost and Quality
Simple and brief steps for handyman reservation

Target Users

Customers who don’t have time and skills for the home repair and maintenance tasks.
They need trust and clarification over price range, time consumed and service policy.
They need fast solutions with diverse range of options.

We had to follow 2 main tasks:

book a plumber on website

book a cleaner on responsive mobile app

Survey

64 respondents

We tried to understand what gains users trust in opting our services.
It helped us to categorize services better by knowing which services are most in demand.
we realized importance of a search bar for better categorization

Type of most in demand services:

Cleaning

75%

Moving

45%

Plumbing

30%

Important info to pick a service and technician:

Transparent Price

90%

Rate & Reviews

80%

Available time

70%

Importance of background check:

50% yes

key insights from Interviews

20 people

Simple category: Users felt they lacked in-depth information about each service, so a simpler approach could be highly beneficial.
Technician Details: Users want to see a personalized profile for each technician, allowing them to choose based on skills, abilities, and reviews from others.
Cost: Users prioritize viewing the detailed breakdown of the price card. Having comprehensive information about each component helps them feel confident in using the services.
Local area: users like to access to services from their neighbourhood because of their more trust in a local and efficient timing.

Quotes

"Specify the tariff price with a margin of error ranging from 2 to 5 percent."

In the service description, it helps me to choose better if I know these information:

type of services
price
available dates
Rate & reviews

I once booked a plumber. He brought a new faucet and we only had two options to choose from. He also set the prices on the spot. I would have preferred to know the prices in advance and be able to compare them before making a decision.

Communication with the service provider is important to describe the issue and discuss costs or to get the tools.

It’d be better if it all is done via chat or email under the website’s supervision. So, in case of any issues, everything is taken care of by guarantees.

Competitve Analysis

We compared potential competitors such as ThumbStack
The results indicate that the distance parameter is crucial, as people generally trust local experts more than those from other areas.
The research highlights that users need detailed service descriptions to make informed choices that best suit their needs.
We need to design a global search bar to filter urgency, service categories, date and time and distance all at once and we found inspirations from Expedia.com and Booking.com

ThumbStack

Handy.com

TaskRabbit

Fantastic Services

Affinity Diagrams

Interviewed 20 potential users

Cost/Price

Profile Handyman/Trust

Service Details/Trust

overall Key Takeaways

There are 3 important factors in which we need to consider in our design:

Simple Category
Price/Cost
Technician Details ( Rate & Review, Background check, Guarantees ).

User Persona

Kate Watson

Age

Status

Occupation

Lucation

37 Married

Finance Manager

London

Bio

Kate is a working mother living with her two sons.she doesn’t have much free time, so she delegates some household tasks to service personnel to better manage her time.

Needs

The website offers a variety of services
good navigation
to access to history of purchased services

Pain Point

She needs to trust the person in case her pets are home.
Finding a website that provides transparent pricing.
Finding a website where services are consistently on time.

User Flow

Challenges & Solutions

Challenge 1

The first challenge was category filter and a global search bar to search for:

Category of services
Urgency
Location
Type of services
Times available

The Thumbstack and handy.com made these filterations separately and in two steps

Analysing Handy.com for booking a cleaner:

Filtering based on category
Insert location
Pick time frequency
Insert house measurement
Service Type
Select Extra Service
Urgency and time
Select cleaner
Send contact request.

Expedia

Booking.com

Our Solution:

By inspiration from Expedia.com and Booking.com websites:
We designed a search bar that reduces extra clicks and makes the filteration for the users easier to grasb.

We aimed that user find any information right at the begining instead of proceeding to pick the cleaner and then realize the lack of availability in their neighbourhood or lack of urgency of serivces.

Challenge 2

The second challenge was providing Clear Cost information

During our researches, we figured out the costing of each category such as plumbing and cleaning are set differently.

For example, the cleaning cost is measured hourly. So, we offer cleaning packages and for less error, the cleaning time must is assessed based of the house measurement, plus, the amount of furniture and windows available in a room.

However, for the plumbing cost, an assessment of an expert over the issue is required to provide an offering cost with 2-5 % error. Therefore, it requires more time and the direct contact with the plumber.

Our Solution:

So, for booking plumbers, we considered an area that user can describe the issue and upload photos and videos to request for an online invoice.

And for booking cleaners, we considered packages, so user can pick form and also request for detergents or extra services.

Challenge 3

The third challenge was business Values and Customer Trust.